The British Council is the world's leading cultural relations organization and creates opportunities for people in the UK and worldwide to understand each other, to work together and learn from one another. We see this as crucial to building secure, more prosperous and sustainable futures for us all. We build trust and understanding between different countries and cultures and develop strong international links that are of benefit to people in Britain and the rest of the world.

We are recruiting to fill the below position of:


Head of Customer Service


Purpose of Job

Ensure the highest quality British Council Customer Experience is delivered consistently across Nigeria.
Regularly evaluate the quality of service provided through customer feedback, recommend and make improvements accordingly.
Lead the Customer Services Team, demonstrating the values, behaviours and knowledge required by Customer Service Professionals.

The following are particularly important in the way we work:

We integrate all aspects of our work regardless of how they are funded
We are entrepreneurial in seeking and exploiting new opportunities;

The role will also have a working relationship with 3 Customer Service staff in Abuja.


Key Relationships
This list is not exclusive but demonstrates that the range of internal relationships reflects the range of external ones.
Key Internal Relationships include:

Nigeria Senior Leadership Team
Examinations Managers
SBU leads
Examinations Services staff
Marketing and Communications Manager
The UK Customer Management Team and the Regional Customer Management Lead.

Essential:

Line management and leading a customer service team to meet challenging targets.
Monitoring service to quality standards; devising and implementing improvements to these.
Three years' work experience in a customer service management role.
Track record of working across departments to drive customer service improvements

Desirable:

Experience of managing a call centre.

Qualifications
Essential:

Education to Degree level or equivalent.

Desirable:

A business-related degree.
A qualification in Customer Service.

Apply Here