Sales and Customer Management Supervisor

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.

Pay Band: 4/H (from THB 32,105 per month)
Country/Location: Bangkok, Thailand
Department: English Sales and Customer Management
Contract Type: Indefinite
Closing Date: Wednesday, 25 June 2025- 23:59 Philippine Time (GMT +8)

Role Purpose:
•    The main duty of this role is to manage a team to generate and/or raise interest level of prospective customers to purchase a course from the Teaching Centre activities, including booking them level tests and/or consultations/trial and demo lessons and promotion activities with the British Council. 
•    Supervise a team of Sales & Customer Management Officers in the branch to ensure top quality, welcoming and efficient integrated customer engagement experience to all new and existing customers while meeting all KPIs (Key Performance Indicators) in order to enable the British Council to meet its business targets and objectives.
•    Work closely with Branch Manager to ensure the branch meets and exceeds the sales and customer management targets and KPIs (Key Performance Indicators).
•    Work closely with Branch Manager and HSCM   (Head of Sales) to build a high performing team and embed a results-orientated sales and customer management culture in the SCM (Sales and Customer Management) process, share the same best practice and standards with other branches.
 

Accountabilities: 
1.    Center Management 

•    To act as the role of branch manager during branch manager’s absence 
•    To conduct sales review together with branch manager and HSCM with accurate data and latest leads management information 

2.    Sales
•    Respond to all SCM related enquiries and to ensure that SCM Officers answer all sales and customer management enquiries professionally with the purpose of generating excitement and interest in our products and driving the customers to visit the centre for a face-to-face consultation and register to English Courses according to the British Council’s standards.

•    Follow up leads as assigned and encourage customers to visit the centre for consultation services and registration and to provide a report of leads follow-up result.
•    Give suggestion on classes to open in each term to Branch Managers to reflect the mainstream of customers’ demands.
•    Ensure that SCM Officers reply all SCM enquiries professionally.

•    Provide consultations to all prospect/leads by identifying/building up their needs, solve issues and concerns and recommending a course that best suits them in order to close the deal
•    Ensure the SCM officers are equipped with a high level of sales and customer management competencies.

3.    Customer management 
•    Provide an exceptional level of customer engagement to all existing customers to ensure that all their needs and requests are taken care of
•    Handle complaints/feedback according to the Complaint Management Policy

•    Follow up with existing students on incidents e.g. absent/movement and cancellation or failing students
•    Arrange and support meetings with the Branch manager, teachers and translation.
•    Screen/examine all credit and refund request before submitting the documents to Branch Manager.

4.    To lead the SCM officers: 
Registration of new customers for Teaching Centre

•    Ensure that all new customers are registered and understand the reasons for non-registrations
•    Ensure that waiting list records are regularly updated, followed up and maintained.
•    Ensure that all records updated and maintained accurately.

Re-registration of existing customers for Teaching Centre
•    Ensure that all existing customers are informed of re-registration periods in writing, in-house poster, telephone calls, SMS, Line group and class visits in a timely manner.

•    Lead the team to make regular follow up telephone calls to existing customers during the term with the purpose of engaging customers, maintain positive customer relations and encouraging them to re-register.
•    Ensure that waiting list records are regularly updated, followed up and maintained.

Administration 
•    Register/reserve/waitlist students in appropriate classes and details are entered in the systems accurately.

•    Handle registrations in the system and ensure that payments received for course/placement test/examination registration and other products/services of SCM Officers are accurate before sending the report to Finance & admin staff.
•    Process all refunds in a timely and accurate manner.
•    Follow up aged debtor report list, inform customers to spend their credits in the system.

Consultation and level test
•    Book a level test and enter details in the systems accurately.

•    Ensure that consultation timetable sheet is created with accurate information and prepare on a monthly basis with updated information.
•    Ensure that all level test candidates are given clear and accurate information about placement test function, procedures and timing before and after the level test. 
•    All level testing sessions are supervised and organised efficiently and courteously, and candidates are helped proactively.

Data collection and reporting
•    Ensure that all databases and periodic reports to support business and operations are updated and recorded in timely, accurate manner. 

•    Work with branch managers to provide necessary data to support business decisions upon stakeholders’ requests.  
•    Being accountable for daily sales reconciliation

Sales & Marketing Support

•    Provide participation and/or provide sales support for all sales and marketing events (in or out of the centre) with the purpose of creating awareness and generating leads for the centre.

•    Provide concrete feedback on British Council campaigns and promotions to Branch Manager to raise brand awareness and generate enquiries for sales.

Maintenance of front of house
•    Ensure that marketing and PR collateral are properly displayed and well stocked.

•    Monitor equipment and furniture in Front of House area to ensure in good working order/condition.

Line Management
•    Line manage SCM Officers as per British Council guidelines as outlined in Essential HR and Performance Management Standards with deliverables, performance reviews and year-end evaluation are completed on time and line managees are supported and feedback provided to them on a regular basis.

Others
•    Any other teaching centre and SCM related duties as assigned by the Line Manager from time to time.

•    As part of the wider Sales and Customer Management team serving both new and existing customers, you will be required to support and assist your colleagues from time to time in tasks that ensure the smooth running of the Centre. This includes outreach, events, payments and registration to systems.

Role specific knowledge and experience:

•    Supervisory experience in admin and operational environment of customer management related field (Essential)
•    Experience of working with children (Desirable)
•    Experience of safe planning, organization and delivery of activities for children. (Desirable)

Requirements: 
•    Education: Education to tertiary level at any disciplines

•    Languages: Proficient in both English and Thai languages
•    Condition of Employment:
Locally Recruited
Applications are welcomed from candidates currently in this location with a natural right to work.  
Applications are also welcomed from candidates currently based in other British Council country offices. However, please note candidates must have a natural right to work in the country, on a permanent basis, as immigration clearance and/or on-going visa support is not provided by the British Council for this role.  Relocation support is also not provided. 

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.