Assistant Manager CDIELTS

Position Purpose

Deliverables

• Responsible for the effective planning, management, and delivery of all Customer Service activities across

India. This will cut across all service channels namely phone, email, chat, online etc and will involve dealing

with different service delivery teams.

• Ensure that the teams are appropriately resourced and consistent induction processes are in place to enable

teams to deliver customer experience as per British Council Global standards. Develop a team training and

development staff development plan based on need analysis.

• Be the point of contact for escalated and complex customer enquiries and ensuring that these are dealt with

in a risk averse manner

• Sales Focus

• Digital – Continuously work towards moving enquiries to self-serve to improve customer experience

• Analysing and understanding complex customer services issues and provide timely management information

to India Management team for business-planning, decision-making and/or the development of new or

improved customer services policies and practices.

• Ensure all customer facing staff are aware of the Customer Management Framework. Champion and

advocate compliance to corporate Customer service policies in India and address areas of noncompliance.

• Act as Complaints Manager for the country and ensures that the Complaints policy is adhered to consistently

across India.

• Report on Customer Service performance, enquiries and complaints data from offices in India and report on a

quarterly basis to the Corporate Enquiries and Complaints Manager for the global reports

• Identify and lead on continuous improvement projects which may involve working with different business

teams to improve customer experience, reduce customer effort and drive efficiency in the customer service

processes.

• Review service level and operations level agreements annually and contribute to capturing the lessons learnt

and sharing good practice

• Line Management.

The post holder will be responsible for managing a data led professional Customer Services operation for India, which

will include all channels of service. He / She would ensure that different teams engaged in the process deliver a

seamless, consistent and high-quality customer experience to the British Council customers.

Schedule - Position Details

Personal Specification

Essential Requirements

• Total 7 plus years of experience with similar/relevant experience of 3-4 years.

• Ability to work independently on own initiative to produce work to tight deadlines

• Able to use a range of non-standard and creative approaches to inform, and persuade others, extending

beyond logical argument to influence decisions and actions in a way which is inclusive and engaging

• Monitors and controls an agreed budget within a defined area, producing reports and analyses and

contributing to planning.

• Graduate degree in any discipline