Ee Services Assistant-job Description 2 -2

Job description/person specification

Job title

E&E Customer Services Assistant

Job holder Job type

Full-time

Department/office

Tunis

Job code

CSA

Pay band

J

The United Kingdom’s international organisation for educational opportunities and cultural relations. We are registered in England as a charity.

Revised April 2005

Line manager

Registrar and Administration Manager

Post-related allowances

2

The job description/person specification should be reviewed on a regular basis. Guidance on completing job descriptions using competencies can be found on the Competency Dictionary section of the HR homepage at http://bcnet.britishcouncil.org:8000/hr/dictionary/index.htm. If you propose to make significant changes to it, you should seek advice from your HR Services team. If it is for a new post or you propose a change in the grading of the post, you must refer it to your HR Services team (UK) or your HR geographical consultant (overseas staff). If you have line management responsibility, you must include an explicit duty relating to this. All information must be in line with the British Council’s equal opportunity policy.

3

Job aim

To project a professional image of British Council and provide a high quality, welcoming and efficiently integrated enquiry and registration service for the full range of the British Council’s English and Exams activities, product and services.

Number of staff managed

0

Finances managed

£0.00

As line manager

0

As countersignatory

0

State what percentage of the job is represented by each duty.

Duty and standards – measurable in terms of time, cost, quality or quantity. E&E Sales and customer services - Proactively sell Teaching Centre and Exams products and services to customers - Respond to all customer enquiries regarding TC and Exams products and services (F2F, phone and email) - Process all types of customers (individual, company sponsored, corporate) through all stages necessary for registration on a TC course or Examination 1 Duty (55%)

- Communicate with customers to keep them aware of their situation (e.g. confirmations for company sponsored students, class closures, places available for waiting list students etc) as necessary - Deal with requests for changes in registration (transfers, cancellations, movements etc) and do credit notes, refunds as necessary - Manage a portfolio of corporate clients: off site contracts from initial contact through contract signing to end of course processes, and on site company sponsored - Perform daily reconciliation and revenue banking as required - Comply with corporate standards regarding E&E registration as set out in Essential Finance, Easy Step Guides/Campus procedures, Exams Quality Standards, Teaching Quality Standards, the Customer Management Framework and Equal Opportunities & Diversity Framework - Accurate use of Campus and ESOL software (or manual systems when necessary)

Standards

- Accurate checking of registration required documents, cash and cheque handling, receipt issuing following BC procedures - Accurate daily revenue reconciliation for E&E following EF guidelines and local policy and procedures - No complaints about enquiries being inadequately handled - Customer Satisfaction Survey results meet agreed targets E&E Administrative Support

2 Duty (20%)

These and other ad hoc duties as necessary will be split between the 4 E&E SAs according to need. They will include: - Ensuring new classroom timetables are displayed at the beginning of each term - Maintaining E&E noticeboards - Providing support in conducting and collating market research, including annual competitor survey - Assisting in the collection of scorecard data - Assisting in the production and disemmination of E&E communications - Printing registers and giving them to teachers at the beginning of term and after the register check is carried out - Keeping the admin folder related to registration up to date on the G drive and preparing hard copies (in case the system goes down) - Collecting and issuing stationery orders for TC weekly - Maintaining stock records for TC stationary and certificates

Standards

- Corporate standards as set out in Essential Finance, Easy Step Guides/Campus procedures, Exams Quality Standards, Teaching Quality Standards and the Customer Management Framework - Local policy and procedures

4 Duty (5%)

Standards

Financial Support to E&E - Issue purchase orders and travel claims as necessary for the TC - Corporate standards as set out in Essential Finance, Easy Step Guides/Campus procedures, Exams Quality Standards, Teaching Quality Standards and the Customer Management Framework - Local policy and procedures - Any inaccuracy is reported on the same day to RAM

4

5 Duty (20%)

TC Trade Debtors Management - Manage a portfolio of trade debtors (including own portfolio of corporate clients + a portfolio of companies which sponsor students)

Standards

- Corporate standards as set out in Essential Finance, Easy Step Guides/Campus procedures, Exams Quality Standards, Teaching Quality Standards and the Customer Management Framework - Local policy and procedures - Consult with RAM when TC policy is not applicable.

5

Person specification •

Use the Behavioural competency dictionary (which you will find within the Competency Dictionary Section of the HR homepage at http://bcnet.britishcouncil.org:8000/hr/dictionary/index.htm) to help you list here the relevant behavioural competencies needed for the job – aim for no more than six. Assign the appropriate level to each competency.

•

Use the Role profile dictionary to help you list the relevant skills, knowledge and experience needed for the job. Include any specialist qualifications.

•

You should not state requirements which could potentially disadvantage particular groups or individuals, e.g. previous experience in a British Council office overseas.

•

Indicate whether each criterion (behavioural competency, skill, knowledge and experience) is essential (E) or desirable (D) for selection and recruitment purposes.

•

For recruitment and selection purposes state also how evidence of each criterion will be assessed. You may state one or more of: application form; performance evaluation; interview and, where appropriate, presentation exercise or specialist test. (You should aim for no more than six criteria to be assessed by interview.)

6

Criteria: behavioural competencies (assign levels), skills, knowledge experience, and specialist qualifications.

Essential (E) or desirable (D).

Which duties does this criterion support?

Indicate which criteria will be used for recruitment and selection (aim for no more than six).

State how each criterion will be assessed for recruitment and selection purposes.

1

Customer Service Orientation level 2: Adds value. Keeps customer up to date and informed.

E

All

Yes

Application form, interview, performance evaluation

2

Flexibility - level 2: Responds effectively to changing circumstances.

E

All

Yes

Application form, interview, performance evaluation

3

Professional Confidence - level 1: Is confident in own role. Works without needing direct supervision

D

All

Yes

Application form, interview, performance evaluation

4

Self Awareness - level 1: Recognises emotions. Accepts feedback from others without being defensive.

E

All

Yes

Application form, interview, performance evaluation

5

Team working - level 2: Speaks positively of others. Actively includes individuals from diverse backgrounds in team activities.

E

All

Yes

Application form, interview, performance evaluation

6

Achievement - level 2: understands and works towards goals set by others. Acknowledges the contribution and work of others.

E

All

Yes

Application form, interview, performance evaluation

7

IT skills - competent user of MS applications and internet

E

All

Yes

Application form, interview, performance evaluation

8

Very good level of spoken and written French and Arabic (CEF C1)

E

All

Yes

Application form, interview, performance evaluation

9

Good level of English (CEF B2)

E

All

Yes

Application form, interview, performance evaluation

List here any special requirements of the job, e.g. occasional unsocial hours, flexible working. It is assumed that all jobs can be job-shared unless valid reasons are given below. Disability is not normally a disqualifying factor for a job.

Authorisation Line manager’s name

Faten Amamou

Post title

Registrar and Administration Manager

Signature

Department/country

Date

Name Signature

Date

7

Tunis