About The British Council Shanghai Office |
The British Council Examinations team is looking for an Examinations Customer Services Assistant in Band 4 to be based in its Shanghai office. This is a fixed term contract post till 19 June 2012, and is being advertised both internally and externally. The key objective of this post is to provide professional and effective telephone and email customer enquiries service to IELTS candidates in East China region. All the requirements for this position are as detailed as in the job description. We are looking for a suitable candidate to start this post as soon as possible.
Context and Environment (e.g. dept description, region description, Organogram): The British Council in China [operating as the Cultural and Education Section of the British Embassy/ Consulate] is responsible for delivering the IELTS test. This job is within our East China Exams team which consists of around 30 full-time staff who deliver almost 100,000 IELTS tests each year. Each working day we receive between 10 and 50 telephone and email enquiries mainly related to IELTS post test services [sending candidate scores to universities and other receiving organisations]. We are currently recruiting a post to deal with these enquiries for a period till June 2012 as we look to outsource this enquiries service. This post offers an excellent opportunity to gain work experience in an international working environment with the British Council developing customer care and other valuable skills. Key Deliverables (include people management and finance) The core responsibilities are:
- To provide enquiry services to IELTS external candidates mainly through telephone and e-mail that meet a clear set of customer care standards for effectiveness and efficiency - To be responsible for keeping accurate records of IELTS customer data including incoming calls, emails and logging of any complaints. Other Responsibilities and main duties - To be informed of information relevant to answering customers frequently asked questions through initial induction, self study, and working with other teams - To deal with occasional IELTS candidates with special needs and work within IELTS teams to facilitate the delivery of on-site specials need IELTS exam - To assist in the delivery and recording of IELTS customer surveys [eg. scorecard data] - To take other reasonable responsibilities delegated from Exam Customer Service Officer/Manager. - To attend relevant training and meetings. Relationships (key stakeholders) - IELTS candidates - Internal Exams team - A fixed working hour during Monday to Friday 09:00 – 17:30 with one hour lunch break to be covered by two ESAs on split lunch rotas. Application Procedure: You should download and complete the application form (both part 1 and part 2) from http://www.britishcouncil.org/zh/china-aboutus-job.htm and send your completed form to job.shanghai@britishcouncil.org.cn no later than 17:00 on 04 July 2011. You are strongly advised to read Guidance on Completion of the Application Form before completing the application form. For further details of the job, please refer to the job description which specifies in some detail all the requirements. If after submitting an application you have not heard from us by 08 July 2011, you should assume your application has been unsuccessful. Applications not made on our standard application form will not be considered. We operate an equal opportunities policy. The British Council is committed to a policy of equal opportunity and is keen to reflect diversity at every level within the organization. We welcome applications from all sections of the community. (We work to ensure that people are not unjustifiably discriminated against on the basis of age, disability, ethnicity, gender, religion or belief, sexual orientation or any other irrelevant grounds.) We guarantee an interview to disabled candidates who meet the essential criteria.
Other important features or requirements of the job (e.g. travel, working hours)
Salary and benefits:
The above position includes a gross starting salary of RMB 4,892 per month before deductions, 22 days annual leave per year and medical insurance.
