Consultant Sales and Customer Management

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Job Title : Consultant Sales and Customer Management

Purpose of job:

The main duties of a Consultant Customer Management and Sales to deliver the customer management and sales function for Sri Lanka English language Teaching Centre sales . The post holder needs to support new team members in onboarding and help team achieve the agreed Sales targets and global KPIs.

Develop sales culture and approach within the function. foster a good team spirit across teams that enables a high quality, efficient and positive experience for customers, clients, and stakeholders.

The post holder will act as British Council’s ambassador, providing a seamless customer experience to customers and students in handling enquiries about British Council English language services, meeting agreed targets, objectives, and Key Performance Indicators (KPIs).

Role context 

Consultant Customer Management and Sales role falls under the Customer Management function whose mission it is to create advocates, and to win and retain customers by supporting, coaching, and partnering with them across their journey with the British Council. This work is very crucial in sustaining our commercial businesses specifically, the English and Exams business, and our overarching cultural relations mission.

This role supports the English Business plans, in particular its B2C sales plan (and targets) and contributes to its achievement in Sri Lanka

The post holder, located in Colombo / Kandy / Jaffna will work as part of a 46 member team and will be line managed by the Manager Customer Management and sales.( English)

Main opportunities/challenges for this role 

Day to Day Customer Service Delivery

• Provide a consistent and positive customer experience in line with the Global Customer Service Strategy and relevant corporate standards and polices..

• Handle first and second level of enquiries received across channels on relevant aspects of the British Council’s activities / products, in a friendly and professional manner, in line with Customer Service standards, and ensuring they are attended to within specified timelines

• Ensure the standard response bank is regularly refreshed to respond to customer queries

• Carry out all reception and registration duties in line with relevant corporate standards and policies. All physical spaces accessible to customers should reflect the British Council brand

• As the frontline of the British Council, to ensure that dress sense and tone of voice is representative of the organisational brand values and standards

• Participate in British Council activities as and when they occur, providing an effective presence, and ensuring that corporate requirements are met whenever activity takes place

• Record all forms of customer data and records accurately via agreed online and offline tools

• Contribute to the Voice of the Customer programme by regularly sharing weekly insights and comments gathered from customers through formal and informal channels

• Maintain an up-to-date contact database of all our customers, in relevant segments, within agreed CRM procedures

• Support delivery of high quality, up to date training and testing for young learners and adults and ensure that at all times, interactions are as per Teaching Centre standards and Corporate Child protection and Safe-Guarding policies

• Responsible for building own professional and product knowledge development through interaction with product managers and using learning portal

• To mentor and coach new team members in process and product training and supporting them in complex level 2 enquiries

Sales

• Be accountable for agreed individual income and conversion targets on a monthly basis

• Build rapport with prospective customers to gain understanding and information to respond to their specific needs and requirements

• Be the single point of contact for assigned opportunities, guiding them through the journey from first enquiry to final sale

• Make outbound calls to support customers dropping out at different stages of the customer journey and track conversions.

• Capture all opportunities on CRM and send proactive communication to candidates to nurture leads as per process agreed with business

• Maximise conversion rates of enquiries to sales figures by communicating features and benefits of British Council offers, convincing and influencing prospects to enrol/ register

• Closely monitor and track conversion rates and achieve daily and monthly targets defined at centre level . Strive to improve conversion rate by keeping abreast of all changes to offering, observing classes , sharing insight with business teams regarding reasons for drop off and handling objections effectively

3

• Maximise opportunities for cross-selling and up-selling and refresh and revise the benefit statements to improve conversion rates

• Proactively follow up customers who do not register after enquiry / consultation and gather information which can be used for future marketing purposes and/or service improvements

• Identify income opportunities and share with stakeholders

• Prepare contingency plans in case of lower than planned registration in different segments / centre or term

Support to Teaching Centre

• To follow tasks listed in the Marketing Action Plan and Academic Quality Plan in agreement with the CSM and Teaching Centre Manager with a view to achieving student and test-taker numbers and income targets

• Register / reserve / waitlist students in appropriate classes, entering details accurately on TCMS, in a professional and friendly manner

• Collect and collate customer insights from regular interaction with prospects , students and test takers for all regular public courses into the agreed documentary scorecard management system to agreed timings and standards

• Collect and report money collected from customers for courses / books / examination registrations and other products / services daily according to FCCF and audit requirements, through cash desks and by issuing receipts for all income received; reconciliation and, processing refunds. Cash desks must be balanced and closed accurately with actual received income

• Create OBS accounts and monitor credit consumption as required. Record all corporate clients, sponsored students and all Regular Public Course students on Teaching centre registaion systems and learning portals.

Other Responsibilities and Duties

As part of the wider Customer Management and Sales 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. These include participation at Sales & Marketing Events, Open Days, Parent Events, Seminars, Evening Receptions, off-site branches and Cross promotional activities for example.

Qualifications

Higher Diploma and/or equivalent professional experience

Role specific knowledge and experience

• Comprehensive, proven experience as a customer service and sales executive
• Thorough understanding of marketing and negotiating techniques
• Fast learner and passion for customer service and sales
• Self-motivated with a results-driven approach

Further Information

Pay Band – 4

Contract Type – FTC

Department/Country-
Sales and Customer Management / Sri Lanka Gampaha

Closing Date (Time) – 10 December 25 (IST)

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

Equality, Diversity and Inclusion Statement

We are committed to equality, diversity and inclusion and welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work. The British Council is a Disability Confident Employer. The Disability Confident scheme helps challenge attitudes, increase understanding of disability and ensure staff are drawn from the widest possible pool of talent. We guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

Safeguarding Statement

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 in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

If you experience any difficulties with submitting your application, please email askhr@britishcouncil.org