Purpose of Role:
The Corporate Services Officer (CSO) co-ordinates the details of service delivery execution for corporate contracts and leads on financial management and customer care duties towards our corporate clients from the B2B, B2G and B2I sectors.
The postholder is involved throughout the customer journey from the initial signing of contract through the delivery stages and finishing with the organisation of end of course customer reports and feedback. This is then followed by further engagement with the client and the cluster Sales Account Manager on future agreements and details of repeat and/or new business.
Liaising effectively with Operations and Customer Service teams locally and regionally, the CSO will engage frequently with contracted corporate clients to ensure delivery standards are maintained and the financial management of each contract is carried out compliantly and to agreed deadlines.
The role is a critical one as the postholder leads the back-end processes once sales opportunities have been closed with our growing number of corporate clients.
Main Accountabilities:
Finance and Resource management

• Invoices clients in line with financial compliance
• Manages corporate payments and monitors debt as part of debt control team in country/cluster
• Organises legal documentation and keeps accurate records of government support schemes and funding organisation scholarships linked to corporate contracts
• Runs essential SAP and TCMS reports on agreed financial timetable to support monitoring of corporate income and maintenance of audit trail

Customer Support

• Works closely with Customer Management team in the registering and onboarding of customers (including B2B placement/testing)
• Liaises with Customer Management team to manage changes/amendments to B2B and B2B2C class lists
• Informs Delivery team of concerns flagged by clients to help make improvements in customer experience

Service and product delivery support

• Leads on process for end of course reports and certificates for B2B clients –liaising effectively with Ops and Delivery teams, and ensures all deadlines met
• Runs feedback/ Monitoring and Evaluation (M&E) system and collates results for presentation to client and sales colleagues

Relationship and Stakeholder management

• Listens to client needs and requests regarding future cohorts and new courses
• Works closely with Sales & Account Manager to provide accurate and timely data to the client as well as building opportunities for repeat and new business

Managing self and others

• Tasks and coordinates others (e.g. internal colleagues or external contractors/suppliers) to complete time-limited, straightforward activities, within established procedures, to ensure efficient delivery of services. Monitors task completion to agreed quality and time standards

Role specific skills

• Strong operations and organisational skills, to support timetabling of classes including coordination between the client and the teachers/trainers, as well as teacher allocation and recruitment for the B2B, B2G and B2I sector needs.
• Excellent customer service and communication skills

Role specific knowledge and experience
Essential

• 3+ years of customer management experience and operations
• Familiarity with Salesforce or use of similar CRM

Desirable

• Proficient user of SAP or equivalent financial software
• Sales related experience in large sectors (e.g. financial services, media, pharmaceuticals tourism etc)
• Experience working with governmental institutions

Languages
Essential

• Local language (Ukrainian) at fluent level for speaking and writing. English level at minimum of C1 level speaking and writing.

Education and Professional Certification

• Sales or Customer Management qualifications
• University degree in a relevant subject or discipline

Further Information
Pay Band – 4 / H
Contract Type – fix term with possibility of extension
Location – Ukraine
Requirements – Candidates must have the legal right to work in Ukraine.
Closing Date – 19th of September 2024
The British Council is committed to a policy of equal opportunity and welcomes applicants from all sections of the community. We work to ensure that people are not unjustifiably discriminated against on the basis of age, disability, ethnicity, gender, religion or belief, sexual orientation or any other irrelevant grounds. We guarantee an interview to disabled candidates who meet the essential criteria
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