Spain Job Openings
British Council
Customer Services Advisor
October 17, 2024
Customer Services Advisor
Date: 16 Oct 2024
Location: Bilbao, European Union, ES
Company: British Council
We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.
We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.
Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021–22 we reached 650 million people.
We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.
Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021–22 we reached 650 million people.
Role purpose
To support Customer Services operations in handling internal and external customer enquiries through voice and remote channels providing a high level of excellence in all aspects of customer experience. To manage sales through the registration process for adults and YLs. To meet or exceed customer expectations: customers expect to trust us, to be inspired by us and to find us easy to do business with, and this role contributes to this through front line and back office contact with customers.
To support Customer Services operations in handling internal and external customer enquiries through voice and remote channels providing a high level of excellence in all aspects of customer experience. To manage sales through the registration process for adults and YLs. To meet or exceed customer expectations: customers expect to trust us, to be inspired by us and to find us easy to do business with, and this role contributes to this through front line and back office contact with customers.
Main accountabilities
Customer & Sales support:
Customer & Sales support:
- Deal with email and telephone enquiries from current and potential Teaching customers, providing information and advice on products, calendars and conditions of service and recording all interactions in the CRM system, when available.
- Ensure registration of new customers (by cose follow up on prospects) and retention of the existing ones by facilitating a positive experience to all of them.
- Ensure appropriate follow up and timely escalation of leads, queries, complaints and suggestions from Teaching customers.
- Support Teaching Operations and Shared Services Unit with the efficient delivery of back-office processes.
- Registering students in the appropriate system and academic level as in OBS2, TCMS, Salesforce and others.
- Ensure timely and efficient delivery according to Service Level Agreement and Escalation Matrix, compliant with Regional & Cluster standards and Customer Excellence KPIs.
- Ensure accurate recording of customer interactions to support efficient reporting and informed decisions.
- Ensure attendance to all required training and development initiatives in order to maintain up-to-date knowledge of Teaching systems, deadlines and procedures.
- Pro-actively contribute to the culture of continuous improvement by reporting on feedback received from customers to define areas for improvement.
- Utilise the existing resources as CRM, Telephony, digital signature in the right way to facilitate the follow up, guarantee standardise procedures and classification of
Language Requirements
Ability to work comfortably in English (B2) and Spanish (C2 level) Ability to work in other co-official Spanish language skills depending on the working centre.
Ability to work comfortably in English (B2) and Spanish (C2 level) Ability to work in other co-official Spanish language skills depending on the working centre.
Additional job requirements
Flexible working and extended hours may be required to cover support timetable during peak period September to June, as well as working some Saturdays on a rota basis. It is also expected from postholder to schedule seasonal leave periods outside this period of high activity.
There must be no legal impediment to prevent the post holder from working with children. Certificado de Delitos de Naturaleza Sexual and enhanced DBS or equivalent in the country of origin will be required
Qualifications
Minimum
A relevant professional training (FP) or university degree
Minimum
A relevant professional training (FP) or university degree
Desirable
A customer service qualification
A customer service qualification
Role specific knowledge and experience
Minimum
One-year experience in sales.
Minimum
One-year experience in sales.
Desirable
Experience in face-to face sales
Experience in administrative environment working as part of a collaborative team.
Experience in administrative environment working as part of a collaborative team.
Experience in the Use of Salesforce or similar CRM systems.
Role specific skills
Proven experience of working in Sales teams
Proven experience of working in Sales teams
Desirable experience of working with Teaching customers
Desirable experience of working with British Council systems (TCMS,
Salesforce, etc)
Desirable experience of working with British Council systems (TCMS,
Salesforce, etc)
Further Information
Pay Band – Local Pay Band 2/J
Salary – from 1709 Euro (depending on experience and qualifications)
Contract Type – Substitution contract
Job type – Full-time
Location – Bilbao, Spain
Closing Date – Sunday the 27th of October 2024, applications will close 23:59 CET
Pay Band – Local Pay Band 2/J
Salary – from 1709 Euro (depending on experience and qualifications)
Contract Type – Substitution contract
Job type – Full-time
Location – Bilbao, Spain
Closing Date – Sunday the 27th of October 2024, applications will close 23:59 CET
A connected and trusted UK in a more connected and trusted world.
Equality , Diversity, and Inclusion (EDI) Statement
The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.
The British Council is committed to safeguarding children, young people and adults who we work with.
We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.
Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.
If you have any problems with your application please email askhr@britishcouncil.org
Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.
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