keyboard_arrow_down
warning
İlan yayından kaldırılmıştır
İstanbul(Avr.)
İş Yerinde
İş Yerinde
Job Type
Periodical
Position Level
Specialist
Department
Education / Training
Education / Training
Application Count
168 application
Job Type
Periodical
Position Level
Specialist
Application Count
168 application
Department
Education / Training
QUALIFICATIONS AND JOB DESCRIPTION
Purpose of job
The holder of this post will be responsible for ensuring that the British Council Turkey delivers an excellent level of customer service, both internally and externally. The job includes the supervision, Leading and developing of a small Customer Services team to deliver high quality service who handle telephone and email enquiries and close coordination with colleagues across the Turkey offices but especially with our Exams operational teams as most of our customer enquiries concern our Examinations Services.
Context and environment
The British Council creates international opportunities for the people of the UK and other countries and builds trust between them worldwide.
Turkey is a top priority country for the British Council not just in the Wider Europe region but globally. The British Council has been operating in Turkey since 1940 and today we have over 50 staff located in Ankara and Istanbul, and active outreach through partners in cities across the country.
We wish to build on the British Council’s internationally respected and trusted brand by responding to new opportunities from government, business and individuals for high quality examinations and qualifications. Our examinations business is one of the largest for IELTS and Cambridge tests in Europe. The British Council also engages with new audiences through a world class arts programme from the UK and by strengthening collaboration with the UK in higher education and vocational skills development. We do this through policy dialogue and partnerships; by providing new marketing services to UK higher education institutions; and by offering UK experience to support Turkey’s education and social development reform agenda. We also plan to open teaching centres within the next year and are investing in growing our contract management services business for clients including the EU.
Ankara, as the capital and seat of government, is the base for our country management, including Finance and HR functions, and our partnership work in support of Turkey’s national reform initiatives in English, Education and Society. Istanbul, as Turkey’s commercial and creative hub, is the base for our customer-facing services in English, examinations, education and the arts and offers scope for developing relationships with the private and international sectors. Our marketing and communications team operates from both offices. Istanbul also operates as a regional hub for the Wider Europe region and frequently hosts colleagues from regional and global teams and services regional meetings and events.
The post is based at Maya office where our Examination operations are managed. The post is line-managed by the Country Examinations Operations Manager and will work closely with the Exams operations team as well as Corporate Services Manager.
The post offers professional development and professional networking opportunities and our ambition is to establish British Council Istanbul as a benchmark for Customer Services for the region and beyond
Customer Services
· Overall coordination and supervision of all enquiries related to British Council activity in Turkey in line with Equality Diversity and Inclusion and Child Protection Policies:
· Development of Customer Services in general by adopting and disseminating a proactive approach:
· Team management and development:
· Carry out routine financial transaction processing on FABS/SAP appropriate to job role and level of responsibility and in accordance with British Council corporate financial procedures.
· Respond and be responsible for delivery of ad-hoc professional and job related requirements in the interest of operation, as formulated by the Line Manager.
Equality Diversity and Inclusion
Child Protection
Key relationships
Other important features or requirements of the job
Skills and Knowledge
Closing date for applications – 2 March 2015, 17:00
The holder of this post will be responsible for ensuring that the British Council Turkey delivers an excellent level of customer service, both internally and externally. The job includes the supervision, Leading and developing of a small Customer Services team to deliver high quality service who handle telephone and email enquiries and close coordination with colleagues across the Turkey offices but especially with our Exams operational teams as most of our customer enquiries concern our Examinations Services.
Context and environment
The British Council creates international opportunities for the people of the UK and other countries and builds trust between them worldwide.
Turkey is a top priority country for the British Council not just in the Wider Europe region but globally. The British Council has been operating in Turkey since 1940 and today we have over 50 staff located in Ankara and Istanbul, and active outreach through partners in cities across the country.
We wish to build on the British Council’s internationally respected and trusted brand by responding to new opportunities from government, business and individuals for high quality examinations and qualifications. Our examinations business is one of the largest for IELTS and Cambridge tests in Europe. The British Council also engages with new audiences through a world class arts programme from the UK and by strengthening collaboration with the UK in higher education and vocational skills development. We do this through policy dialogue and partnerships; by providing new marketing services to UK higher education institutions; and by offering UK experience to support Turkey’s education and social development reform agenda. We also plan to open teaching centres within the next year and are investing in growing our contract management services business for clients including the EU.
Ankara, as the capital and seat of government, is the base for our country management, including Finance and HR functions, and our partnership work in support of Turkey’s national reform initiatives in English, Education and Society. Istanbul, as Turkey’s commercial and creative hub, is the base for our customer-facing services in English, examinations, education and the arts and offers scope for developing relationships with the private and international sectors. Our marketing and communications team operates from both offices. Istanbul also operates as a regional hub for the Wider Europe region and frequently hosts colleagues from regional and global teams and services regional meetings and events.
The post is based at Maya office where our Examination operations are managed. The post is line-managed by the Country Examinations Operations Manager and will work closely with the Exams operations team as well as Corporate Services Manager.
The post offers professional development and professional networking opportunities and our ambition is to establish British Council Istanbul as a benchmark for Customer Services for the region and beyond
İŞ TANIMI
Accountabilities, responsibilities and main dutiesCustomer Services
· Overall coordination and supervision of all enquiries related to British Council activity in Turkey in line with Equality Diversity and Inclusion and Child Protection Policies:
- British Council Customer Management Framework is known, strictly followed by the team and disseminated widely within Turkey operations.
- Provide professional answers to customers’ enquiries of different nature and format in accordance with British Council corporate standards outlined in Customer Management Framework: e-mail, face to face, phone, fax and post.
- Own customer feedbacks by making clear notes on an enquiry/complaint, channelling them to relevant members of staff and by ensuring the answer is given on time.
- Oversee services provided at offices with reception services in line with BC standards.
- Ensure that the operators and front desks in offices are covered during working hours on a rota basis.
- Manage the information packs, files and brochures on the front desk, ensuring the stock is replenished as necessary.
· Development of Customer Services in general by adopting and disseminating a proactive approach:
- Ensure Customer Effort Assessment rates for Turkey meets country and regional targets.
- Collect, analyse and report on feedback received from customers according to agreed standards, and act for improvement on identified/agreed areas.
- Act as business partner to MarComms Manager, Exams Marketing Manager, IELTS Manager and Non-IELTS Manager in order to
- establish customer needs and pro-actively manage expectations
- support the delivery of corresponding departments’ initiatives
- coordinate content for the British Council website and the social media pages according to agreed standards
- cross sell and upsell all products of the British Council to customers and gather as much information to have a healthy database of customers
- keep all information and promotional materials up to date
- Act proactively, read web site regularly, communicate to colleagues to ensure a good knowledge of all British Council products and their updates.
- Liaise with regional customer services leads to implement regional plans and projects locally
· Team management and development:
- Monitoring and editing (if required) all communications with customers.
- Line manage grade J staff to the standards laid down by the British Council’s annual performance management cycle.
- Continually monitor the Customer Services team’s effectiveness through the use of metrics and tools designed for the purpose.
- Ensuring the team members are supported in their professional development through the provision of on the job and formal training.
· Carry out routine financial transaction processing on FABS/SAP appropriate to job role and level of responsibility and in accordance with British Council corporate financial procedures.
· Respond and be responsible for delivery of ad-hoc professional and job related requirements in the interest of operation, as formulated by the Line Manager.
Equality Diversity and Inclusion
- To cooperate with the objective of ensuring that EDI policies and practices are reflected in British Council work and services;
- To support Country Coordinators in the DAF exercise, to act as EDI Representatives and Country Coordinators' eyes and ears,
- Informing existing good practices and identifying opportunities to strengthen and develop EDI in the workplace.
Child Protection
- The British Council believes that all children have potential and that every child matters – everywhere in the world.
- The British Council affirms the position that all children have the right to be protected from all forms of abuse as set out in article 19, UNCRC 1989
Key relationships
- Maintain excellent relations with external and internal customers.
- Internal Business Support Services teams (IT, Marketing & Communications, Finance, HR).
- Service providers (outsourced service providers, e.g. call centre system provider)
Other important features or requirements of the job
- This post requires punctual and continuous attendance to the office within working hours.
- Some overtime in peak times may be required with prior approval from line manager
- The right to work and reside in Turkey
Skills and Knowledge
- Customer Services: Controls the interaction with the customer. Listens effectively and uses questioning skills to clarify customer needs. Delivers excellent service at all points of contact
- Service Improvement: Evidence of quality management skills, and of having managed a service delivery function so as to deliver improvements in service quality to customers and users.
- Multi-functional working: Demonstrable previous experience of delivering good results at a mix of different functions or delivering different services.
- Medium command of Corporate Information Technologies.
- Language competency: Excellent level of written and spoken English and Turkish
Closing date for applications – 2 March 2015, 17:00
- The position will be based in Istanbul.
- This is a fix term position for 2 years.
- Monthly gross base salary: H band – 3.779,00-TL (gross) per month.
- The post is open to the citizens of Republic of Turkey or residents who hold the necessary work and residence permits.
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.
************************************************************************************************
Child Protection Strapline
The British Council believes that all children have potential and that every child matters – everywhere in the world.
The British Council affirms the position that all children have the right to be protected from all forms of abuse as set out in article 19, UNCRC 1989
***********************************************************************************************
Preferred Candidate
Less than 10 years of experience
Bachelor’s(Graduate), Master’s(Student), Master’s(Graduate), Doctorate(Student), Doctorate(Graduate)
Müşteri Hizmetleri Koordinatörü pozisyonu ile ilgili daha detaylı bilgi almak ya da diğer iş fırsatlarını incelemek için aşağıdaki sayfaları inceleyebilirsiniz.
Müşteri Hizmetleri Koordinatörü Müşteri Hizmetleri Koordinatörü Maaşları Müşteri Hizmetleri Koordinatörü Nasıl Olunur? Müşteri Hizmetleri Koordinatörü Nedir? Müşteri Hizmetleri Koordinatörü İş İlanları
Müşteri Hizmetleri Koordinatörü pozisyonu ile ilgili daha detaylı bilgi almak ya da diğer iş fırsatlarını incelemek için aşağıdaki sayfaları inceleyebilirsiniz.
Müşteri Hizmetleri Koordinatörü Müşteri Hizmetleri Koordinatörü Maaşları Müşteri Hizmetleri Koordinatörü Nasıl Olunur? Müşteri Hizmetleri Koordinatörü Nedir? Müşteri Hizmetleri Koordinatörü İş İlanları