LagosContract: Fixed Term for 4 monthsLine Manager: Customer Services ManagerPurpose of Job
To support the achievement of country plan objectives in Nigeria by delivering customer services and examinations administration support.
To maintain them at the highest professional standards as set out in the British Council’s EQS (Examination Quality Standards) and by the Examination Board Partners.
Context and Environment
Customers and enquirers engage with the British Council Nigeria for a number of purposes with the majority being for examinations. Nigeria is the largest British Council exams business in the Sub Saharan Africa region. It administers exams in four areas: Schools, Professional/Vocational, and Tertiary on behalf of UK institutions and IELTS. In 2012-13 we delivered 70,000 exams to 25,000 candidates. The Nigeria team comprises 31 people, 18 are based mainly in Lagos with 7 in Abuja and 5 in Port Harcourt.
The SSA region delivers exams in over 20 countries from its offices in 16 of these countries. In 2012, we delivered a quarter of a million exams to over 100k candidates. Growth in the region is robust, but our challenges are many. Nevertheless, Exams teams are making solid gains in our 4 strategic priority areas, namely: improving business performance, improving quality, improving financial compliance and increasing impact.
The post holder will be part of a team of 18 in Lagos who deliver customer service and administer the growing exams business ensuring quality and compliance as well as control of income and expenditure to deliver on target. This role will assist the delivery of exams in Lagos in addition to being a key member of the customer services team.
Accountabilities and Responsibilities(including people management and finance)
As Examinations/Customer Service Assistant the post holder will be line managed by the Customer Services Manager.
This post requires the post holder to work a Tuesday to Saturday week.
Quality: to deliver a high standard of customer service to our customers, schools and exams candidates. Performance is measured by our own Exams Quality Standards and the inspection visits from Cambridge International Exams and other examination boards.
Finance: all British Council standards for managing finances are met with relation to managing Purchase Orders, reconciling income, managing contracts and procurement.
Reliability: to ensure examinations are delivered securely according to board requirements
Main DutiesCustomer services:
To provide services that support British Council examination candidates.
Front desk is always manned during operational hours
Visitors are attended to immediately and appropriately
Phone enquiries answered within 45 seconds of first ring
Email enquiries are attended to promptly and escalated from regional email centre as per agreed service level agreement
Payments are collected, receipts issued and accurately posted on the system
Daily / weekly balanced reconciliations are completed and “parked” on the financial system and spreadsheet.
Complaints, comments and feedback are dealt with in accordance with corporate policy and the Exams Quality Standards.
Provide support/assistance to the Exams Team on all aspects of Customer Service and Exams administration
Use the E-Africa website as the single authoritative source of information for all enquiry handling
To provide administrative support in the delivery of exams, workshops, seminars and any other project related services in line with Exams Quality Standards (EQS)
All service registration procedures (e.g. Exams, Certification and other programme registration) are fully understood and implemented to agreed standards.
Information about the full range of British Council products and services is clearly and confidently articulated to customers, encouraging customer engagement and cross-selling
To regularly attend staff meetings to both gain and impart knowledge about our customers, products and services
Regular communication and working is maintained with back-of-house teams
Examinations Administration:
Providing administrative support in the delivery of examinations.
This involves supporting colleagues in pre and post test/examination administration duties. This includes exams data entry, post despatch, assisting with session planning/implementation and examination invigilation.
Supporting Exams Officers in venue staff monitoring and training.
Conducting venue and school inspections.
Supporting the wider British Council activities such as workshops, seminars and any other project related services in line with Exams Quality Standards (EQS)
Information Knowledge Management:
Manage information created and received in compliance with the Council’s information management standards, policies, the UK Data Protection Principles and local legislation.
Other Duties
To assist with market testing of venues and other suppliers.
Assisting with data collection for marketing purposes.
To regularly attend staff meetings to both gain and impart knowledge about our customers, products and services
To assist with any other duty examinations management deem necessary.
Key Relationships
Internal: Customer services team, Lagos Exams Team, Country Exams Manager, Deputy Country Exams Manager
External: Venue Staff, IELTS Examiners, enquirers, examinations candidates, venue suppliers.
Other important features or requirements of the job (e.g. travel, unsocial/evening hours, restrictions on employment etc)
IELTS tests are usually held on Saturdays and Sundays and some early evenings. Professional and vocational examinations are also occasionally held on Saturdays. Rostered working on Sundays and some evenings is required. Travel to administer/monitor IELTS tests in centres outside of Lagos is required.
Test deadlines are absolute; therefore, out of office hours working may be required to meet these deadlines. Travel to administer/monitor examinations in centres outside of Lagos may be required. Overnight stays and weekend working may be required. Flexible working hours during peak periods (May/June & November/December) for CIE, ACCA, University of London etc is required
Person SpecificationBehaviour:
Working together (essential):
Making it happen (essential):
Being Accountable (essential)
Creating shared purpose (essential)
Connecting with others (essential)
Shaping the future (essential)
Assessment Stage: These behaviours will be needed to successfully carry out the role, but will not be assessed for recruitment purposes.Skills and Knowledge
Ability to use Microsoft Office Word and Excel (Essential)
Ability to read and write in English at C1/IELTS 7.0/CAE level (Essential)
Customer service level 1 (Essential)
Knowledge of the education and qualification systems in the UK and Nigeria (Desirable).
Experience
Dealing with customers and enquiries in a service environment and providing service within quality standards (Essential)
Working quickly and accurately to tight deadlines (Essential)
Experience of administering examinations (Desirable).
Experience of managing/supervising a group of people to achieve a specific purpose (Desirable).
Qualifications
Completed secondary education to ‘A’ level standard or equivalent (Essential)
University Degree in any subject (Desirable)
BTEC Examinations Administration Level (Desirable).
Remuneration
Pay Band: 2/J Pay: 1,871,329.76 NGN per annum.
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