Customer Service Careers
Organisation: British Council
Duty Station: Kampala, Uganda
Reports to: Head Finance and Resources
Job Summary:
The Customer Services Officer will deliver a positive experience to any British Council customer by delivering an effective, efficient, quality driven and integrated response on the full range of Council activities and services in Uganda.
This post will coordinate the Customer Services Desk at the British Council office in Kampala. It is accountable for the delivery of high quality customer services to customers, our examinations services, and all other customers who have an interest in interacting with the British Council. The post works as a part of the wider examinations team consisting of 4 people.
Job Context and Environment:
British Council Uganda is based in Kampala and offers a full range of programmes including Examinations, project management on behalf of other donors, and its own grant funded projects. It has also been lending support to our South Sudan Directorate. This post covers Uganda only.
British Council has operated in Uganda since 1952 and its aim is to build cultural and educational relations between Uganda and the UK.
Key Duties and Responsibilities:
Managing all enquiries work including written, social media and telephone enquiries in accordance to corporate standards and policies.
Monitoring and evaluation of our Customer Systems in line with British Council corporate standards.
Supporting the registration and administration of exams and customers in line with corporate policies and standards
Monitoring and development of our Equal Opportunities & Diversity policy in relation to customer service.
Support Exams department with income reconciliation and support finance with capturing bank transactions and reconciliation.
Special requirements of the Job:
Customer Services staff work on a rota. Some evening and weekend work may be required. The post holder must fluent in English speaking and writing.
Please specify any passport/visa and/or nationality requirement.
Right to work in Uganda
Please indicate if any security or legal checks are required for this role.
Criminal records, military service and/or child protection checks may be carried out
Requirements
Qualifications, Skills and Experience:
The candidate should possess relevant qualifications
Proven working experience in customer service
Connecting with Others (Essential): Making regular opportunities to understand others better
Working together (Essential): Establishing a genuinely common goal with others
Being Accountable (Essential): Delivering my best work in order to meet my commitments
Making it Happen (Essential): Delivering clear results for the British Council
Understanding customer needs
Understanding potential markets/customers
Computer skills
Speaking and listening skills
Reading and Writing Skills
How to Apply:
Please carefully read the full job descriptions above and for information on behaviours and generic skills mentioned in the role profiles, please check out the relevant documents at the top of the page on our website
Please send the completed application form via email to application@ppg.co.ug with subject naming the position.
Please note that only applications received on the British Council application form will be considered and only short-listed candidates will be contacted
The British Council is committed to a policy of Equal Opportunity and Diversity and welcomes applicants from all sections of the community. We guarantee an interview to disabled candidates who meet the essential criteria.
The British Council is also committed to a Child Protection Policy; applications will be considered only for candidates who declare their agreement to the Policy.
Deadline: 10th September, 2013 by 16:00 Hours
Organisation: British Council
Duty Station: Kampala, Uganda
Reports to: Head Finance and Resources
Job Summary:
The Customer Services Officer will deliver a positive experience to any British Council customer by delivering an effective, efficient, quality driven and integrated response on the full range of Council activities and services in Uganda.
This post will coordinate the Customer Services Desk at the British Council office in Kampala. It is accountable for the delivery of high quality customer services to customers, our examinations services, and all other customers who have an interest in interacting with the British Council. The post works as a part of the wider examinations team consisting of 4 people.
Job Context and Environment:
British Council Uganda is based in Kampala and offers a full range of programmes including Examinations, project management on behalf of other donors, and its own grant funded projects. It has also been lending support to our South Sudan Directorate. This post covers Uganda only.
British Council has operated in Uganda since 1952 and its aim is to build cultural and educational relations between Uganda and the UK.
Key Duties and Responsibilities:
Managing all enquiries work including written, social media and telephone enquiries in accordance to corporate standards and policies.
Monitoring and evaluation of our Customer Systems in line with British Council corporate standards.
Supporting the registration and administration of exams and customers in line with corporate policies and standards
Monitoring and development of our Equal Opportunities & Diversity policy in relation to customer service.
Support Exams department with income reconciliation and support finance with capturing bank transactions and reconciliation.
Special requirements of the Job:
Customer Services staff work on a rota. Some evening and weekend work may be required. The post holder must fluent in English speaking and writing.
Please specify any passport/visa and/or nationality requirement.
Right to work in Uganda
Please indicate if any security or legal checks are required for this role.
Criminal records, military service and/or child protection checks may be carried out
Requirements
Qualifications, Skills and Experience:
The candidate should possess relevant qualifications
Proven working experience in customer service
Connecting with Others (Essential): Making regular opportunities to understand others better
Working together (Essential): Establishing a genuinely common goal with others
Being Accountable (Essential): Delivering my best work in order to meet my commitments
Making it Happen (Essential): Delivering clear results for the British Council
Understanding customer needs
Understanding potential markets/customers
Computer skills
Speaking and listening skills
Reading and Writing Skills
How to Apply:
Please carefully read the full job descriptions above and for information on behaviours and generic skills mentioned in the role profiles, please check out the relevant documents at the top of the page on our website
Please send the completed application form via email to application@ppg.co.ug with subject naming the position.
Please note that only applications received on the British Council application form will be considered and only short-listed candidates will be contacted
The British Council is committed to a policy of Equal Opportunity and Diversity and welcomes applicants from all sections of the community. We guarantee an interview to disabled candidates who meet the essential criteria.
The British Council is also committed to a Child Protection Policy; applications will be considered only for candidates who declare their agreement to the Policy.
Deadline: 10th September, 2013 by 16:00 Hours
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