Company Description
The British Council is the UK’s international organisation for cultural relations and educational opportunities. We create friendly knowledge and understanding between the people of the UK and other countries. We do this by making a positive contribution to the UK and the countries we work with – changing lives by creating opportunities, building connections and engendering trust.

We work with over 100 countries across the world in the fields of arts and culture, English language, education and civil society. Each year we reach over 20 million people face-to-face and more than 500 million people online, via broadcasts and publications. Founded in 1934, we are a UK charity governed by Royal Charter and a UK public body.


Customer Service Officer, Nigeria
Job TypeFull Time
QualificationBA/BSc/HND
Experience 2 years
LocationKano
Job Field Customer Care

Pay Band: PB4
Department: English and Exams
Job Category: Exams
Role Type: Business Delivery
Duration: Indefinite Contract
Reports to: Head of Customer Service

Role Purpose
To contribute to the smooth running of the British Council’s operations in Nigeria by delivering high quality customer service and sales targets as part of a larger team that is in line with corporate standards and policies.
The post-holder will be the main point of contact for visitors, providing information about our services, counselling customers to ensure they make the right decisions regarding products and services and ensure enquiries are converted into sales.
Geopolitical/SBU/Function Overview
By 2050 the population of Sub Saharan Africa will be 2 billion people, with the majority living in an urban environment. The region will have a middle class the size of Europe. 70% of the population is under the age of 25, and this demographic will grow at 15% year on year for the next 10 years. Generally, the region is becoming more politically stable. There are on average 50 elections each year, many of which are more open and transparent than before. Most countries in SSA are developing economies. Gender inequality remains and life for women and girls on the continent remains challenging.
While economic growth is significant, it comes from a low base. Income per capita has doubled and foreign debt levels have halved since 2000. Aspirations to become middle income countries as written in national development plans in the next 10 years are optimistic. The World Bank longer view forecasts that ‘almost all’ African countries will be middle income by 2050. Across the region government priorities focus on economic growth, education and skills, and youth employment. The opportunity and challenge for prosperity and security is the population explosion, meeting aspirations of a youthful continent. Critical to this is improving the efficiency and effectiveness of the English and Exams businesses across the region. Two major global change initiatives to increase the effectiveness of these operations will be implemented in SSA over the next 2-3 years.
Main Opportunities/Challenges for this Role
Work alongside marketing and business streams to increase income
Deliver best in class customer experience to Nigerian customers and prospects and make them advocates of the British Council
Main Accountabilities
Customer service:
To provide a consistent and positive customer experience in line with the Nigerian Customer Service Strategy and relevant corporate standards and polices.
To handle first level enquiries received in person, by email or telephone on relevant aspects of the British Council’s activities / products, in a friendly and professional manner, in line with Customer Service standards and, forward all 2nd level enquiries to relevant colleagues, ensuring they are attended to within specified timelines.
To update and maintain standard responses and other information for enquiry handling and send out information by mail or telephone about British Council activities.
To carry out all reception and registration duties as required by CSM in line with relevant corporate standards and policies.
To participate in British Council activities as and when they occur, providing an effective presence, and ensuring that our requirements are met whenever activity takes place.
To record all forms of customer data and records accurately (E.g. EPRR dashboard activities) to meet corporate CS standards (E.g. Customer Management Framework, Mystery Shopping).and inform strategic decision-making.
To check the Customer Feedback box daily, responding to all feedback and customer comments and, where necessary, forwarding to relevant colleagues, ensuring they are attended to within specified timelines
To cross-sell relevant British Council services and products where appropriate.
To be responsible for recording and maintaining promotional material; order promotional material for Teaching Centre and Exams activities, supporting the effective implementation of the BC’s corporate brand identity to required standards.
To ensure ad-hoc helpers / ambassadors / interns are adequately trained & updated to deliver excellent customer service.
To maintain an up-to-date contact database of all our customers, in relevant segments, within the agreed contacts spreadsheet.
Sales:

Method of application
Interested and qualified candidates should apply through this link
And also for more enquiries