We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.

We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021–22 we reached 650 million people.

Customer Services Advisor (Sales Advisor)

Context

The Customer Services team functions have evolved to a national level through the Spain Contact Centre and Sales teams. The Sales Advisor will provide a high level of customer service through all available channels.

The Spain Teaching business continues to grow and, in the post-pandemic business environment and increasing competence, the Customer Services and Sales Teams performs a vital role in our work with the public (parents, learners and our teaching center exams candidates), in helping to maintain and enhance our reputation for customer service excellence.

RolePurpose

To support Customer Services operations in handling internal and external customer enquiries through face-to-face, voice and digital channels providing a high level of excellence in all aspects of customer experience.

To manage sales through the registration process for adults and YLs.

To meet or exceed customer expectations: customers expect to trust us, to be inspired by us and to find us easy to do business with, and this role contributes to this through front line and back office contact with customers.

Challenges & Accountabilities

Customer & Sales support

Deal with face-to-face, email and telephone enquiries from current and potential Teaching customers, providing information and advice on products, calendars and conditions of service and recording all interactions in the CRM system, when available.

Ensure registration of new customers (by cose follow up on prospects) and retention of the existing ones by facilitating a positive experience to all of them.

Ensure appropriate follow up and timely escalation of queries, complaints and suggestions from Teaching customers.

Service Delivery

Support Teaching Operations and Shared Services Unit with the efficient delivery of back-office processes:

Registering students in the appropriate system and academic level as in OBS2, TCMS, Salesforce and others.

Ensure timely and efficient delivery according to Service Level Agreement and Escalation Matrix, compliant with Regional & Cluster standards and Customer Excellence KPIs.

Manage Self And Others

Ensure accurate recording of customer interactions to support efficient reporting and informed decisions.

Ensure attendance to all required training and development initiatives in order to maintain up-to-date knowledge of Teaching systems, deadlines and procedures.

Pro-actively contribute to the culture of continuous improvement by reporting on feedback received from customers to define areas for improvement.

Role Specific Knowledge And Experience

Minimum / essential

A relevant professional training (FP) or university degree qualification.

Minimum one-year experience in sales. Desirable experience in face-to face sales

Experience in administrative environment working as part of a collaborative team.

Ability to work comfortably in English (B2), Spanish (C2 level) and Catalan (C1 level)

Desirable

A customer service qualification

Experience in the Use of Salesforce or similar CRM systems

Further Information

Payband: Grade J / Payband 2

Department: English Sales and Customer Management

Contract type: Indefinite – Part time (30hs)

Location: Barcelona, Spain

Closing Date: applications will close on 05/06/2023 at 23:59hs

A connected and trusted UK in a more connected and trusted world.

Equality , Diversity, and Inclusion (EDI) Statement

The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

The British Council is committed to safeguarding children, young people and adults who we work with.

We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.

Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

If you have any problems with your application please email [email protected]

Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.