Customer Advisor - British Council
|Job Title:||Customer Advisor - British Council|
|Salary:||£10.82 - 10.82 per hour|
|Contact Name:||Nanayaw Kyeremeh|
|Job Published:||19 days ago|
British Council – Customer Advisor
Location: Manchester – M1 6BB
Hours: Full time – 36 hours
Payrate: £10.82 ph
The British Council’s customer service mission is to win, retain and encourage increased business and advocacy from customers.
We will do this by efficiently and effectively satisfying their needs and responding to enquiries, complaints and opportunities to deliver mutually desired outcomes.
The purpose of this role is to deliver excellent customer service as a member of the UK Customer Contact Centre Team,
building relationships with new and existing British Council customers and using judgement to respond to common and unpredicted customer situations appropriately and in line with British Council regulations and standards.
The role holder will achieve specific measurable results for the BCCS and more widely for the British Council.
Manages relationships with a wide variety of customers relating to all aspects of the work of the British Council from customers based all around the world
Provides support for UK-based English and Exams customers throughout the customer journey
Uses Salesforce CRM to manage customer accounts and cases, taking end-to-end accountability for customer enquiries to deliver an effortless experience
Builds relationships with new and existing customers by using customer accounts in Salesforce CRM, establishing their needs and managing cases in line with global customer service standards
Empowered to manage and resolve low-level customer complaints in accordance with British Council Global Complaints Guidelines and without the need to escalate
Identifies and escalates more complex enquiries or high-level customer complaints appropriately and in a timely manner
Takes ownership of enquiries and uses relationships with key internal contacts to ensure enquiries and complaints are resolved swiftly and positively
Interprets existing processes and policies to identify ways to resolve customer enquiries
Develops relationships for effective customer enquiry handling at B2B and B2C with an agreed group of internal customers/stakeholders and actively shares, develops and disseminates information relevant to effective customer enquiry handling
- 24 hour one on one specialist social work consultant based within your geographical area
- 4Recruitment Services Employee Benefits Programme
- Our own dedicated payroll support ensuring you get the full benefits of your payment
Recruitment is done in line with safe recruitment practices. 4Recruitment Services is an equal opportunities employer.
To discuss this vacancy or other vacancies in your area please contact Nana Kyeremeh on 0208 514 9137 or Email: firstname.lastname@example.org
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