Sales & Customer Services Branch Coordinator

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.

Job Title: Sales & Customer Services Branch Coordinator
Location: Sofia, Bulgaria
Requirements: Candidates must have the legal rights to work in country of location at the time of application.
Contract Type: 1 year contract with possibility for extension
Pay-band: 4/H

Starting Salary: 2 100 - 2 300 BGN gross/month

Additional Benefits:
•    13th salary  

•    Additional Medical insurance covering immediate family
•    23 working days of annual leave
•    Work in international environment 

•    Opportunities for personal development and advancement
•    Discounts for our English courses and exams for you and your closest family
•    Terminal Gratuities

Role Purpose: 
•    To ensure the Sales and Customer Management (SCM) activities at the British Council branch in Sofia, meets and exceeds service Key Performance Indicators (KPIs) set by the British Council.
•    To oversee the daily operations of the Branch.
•    To deliver a high quality, efficient and integrated customer service experience to our customers from the branch. To work closely with the Sales& Customer Services Manager to ensure the branch maintains best practice and standards.

Main Accountabilities:
Customer Management- Implementing plans for customer service and support
•    To support the Sales & Customer Services Manager to ensure the SCM team delivers an excellent customer experience to both new and existing customers.
•    Provide an exceptional level of customer service to all existing customers to ensure that all their needs and requests are taken care of.
•    Line management of Branch Sales & Customer Services Assistant.
•    Regular 121 meetings with the Branch Sales & Customer Services Assistant based on deliverables and objectives.
•    Quality Assurance implemented across branch achieving required KPI – delivering regular assessments of the Branch Sales & Customer Services Assistant email, phone and F2F interactions.
•    Handle email and face-to-face enquiries when needed.
•    Provide information about Teaching Center products (expert product knowledge is important).
•    Financial reconciliation of card payments 
•    Deliver regular outbound check-in calls to the branch customers to improve the overall experience and drive a high re-registration rate among current customers.
•    Work towards improving the Net Promoter Score (NPS) and Google Review rating for the branch.
•    Own customer feedback received by email/calls/F2F/Google review/Facebook by making clear notes on an enquiry/complaint, channelling them to relevant members of staff and by ensuring the answer is given on time.
•    Handle all 1st and 2nd level complaints/feedbacks.
•    Meet and exceed internal stakeholders’ expectations
•    Proactively communicate with internal stakeholders to obtain information updates as well as provide feedback from customers.
•    Be actively involved in ensuring effective implementation of Safeguarding Policy in the Teaching Centre.
•    Work closely with the Marketing Manager to ensure that the communication with customers reflects customer needs, is on brand and is managed effectively across all age groups.
•    Work with the facilities manager and TC management team to ensure that the FOH is on brand and maintained to high standards.
•    Work closely with Branch Teaching Coordinators to ensure the communication between teachers and students is done effectively.
•    Work with the marketing manager and academic team to manage customer research and student / parent engagement programme.
Sales, Customer Care & Follow-up
•    To meet and exceed all sales (new and existing students) targets and KPIs as set out by the Teaching Centre.
•    Be accountable for individual’s & team’s monthly/quarterly sales (new and existing students) targets.
•    Provide consultation services to students or parents on British Council courses and be the Single Point of Contact (SPOC) for prospects, guiding them through the journey from first enquiry to final sale.
•    Administer placement tests to both local and overseas students where necessary, to ensure a good fit of products and learning needs.
•    To maximise opportunities for cross selling and up selling
•    To maximise conversion rates of enquiries/placement tests to registrations by following up telephone and email enquiries, ensuring smooth customer enrolment process.
•    To use Salesforce CRM to monitor daily sales performance so that appropriate actions can be taken to meet or exceed sales (new and existing students) targets.
•    Provide an exceptional level of sales and customer management to all customers to ensure that all their needs and requests are taken care of.
•    To revisit lapsed students via phone to reintroduce them to our products (warm calling).
•    To deliver outbound check-in calls campaigns to existing customers.
•    To conduct phone-based surveys from time to time on why students did not register with us or return to us.
•    Register/reserve/waitlist students in appropriate classes and details are entered in the system accurately.
Other Responsibilities and duties
•    The post holder will be required to work a five-day working week. On rotating base he/she will be required to work on weekday evenings and on weekends (Saturdays), on regular basis depending on operational needs
•    Work effectively with diversity as an essential and integral part of daily work and consistently meet the British Council’s Equal Opportunities and Diversity policy and standards in carrying out all internal and external duties
•    Manage information created and received in compliance with the British Council’s informationmanagement standards, policies, the UK Data Protection Principles and local legislation
•    Demonstrate a commitment to reflective practice, professional and organisational development objectives, taking advantage of opportunities to enhance qualifications and or gain/share knowledge for line managees as well as for self. Make a positive contribution to team meetings and give suggestions to management for improving Sales/Customer Management practices and procedures based on customer feedback.
•    To liaise with the building management of the Branch to ensure proper daily branch operations.

Role specific knowledge and experience
Minimum/essential
•    Previous experience of working in a sales and customer service environment
Desirable
•    Experience in the education industry, both B2C and B2B.
•    Experience in managing sales, preferably with an Education institute
•    Experience working with children
•    Experience of safe planning, organization and delivery of activities for children

Role specific skills
•    Competent IT skills
•    Excellent communication and customer relation skills
•    Very good problem-solving skills
 

Qualifications
•    University Degree in any subject or qualification in a relevant field
Language Requirements 
•    English Language (B2/C1)
•    Bulgarian Language (C2) 

Closing date: Friday, 31 May, 2024, applications will close at 23:59 EEST.

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 askhr@britishcouncil.org

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.