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Customer Service Specialist
2 months ago
Job Title: Young Learner Coordinator
Location: Remote
Type of Contract: Fixed-term, maternity cover
Employment Requirements: Pre-existing right to work in Bulgaria at the time of application.
Pay Band: Local pay band 2/J
Salary: 1 800 BGN gross /month/full time
Additional Benefits:
- 13th salary
- Additional Medical insurance covering immediate family
- 23 working days of annual leave
- Work in international environment
- Opportunities for personal development and advancement
- Discounts for our English courses and exams for you and your closest family
- Terminal Gratuities
Role Purpose: To provide coordination and logistical support to ensure the smooth running of the teaching operation.
Main Accountabilities:
- Delivers a range of administrative and/or customer services within agreed corporate procedures, to maximise quality, continuity and efficiency.
- Ensures student registration, customer care and re-registration processes are compliant with corporate policies and support effective teaching, learning and service standards.
- Maintains accurate customer records that are compliant with corporate requirements.
- Performs basic analysis and review data/tasks/information, to support process improvement.
- Provides logistical support within the Teaching centre and supports delivery of internal and external activities, to ensure they run smoothly and efficiently.
- Receives and responds to enquiries from/to customers, and may be a specific point of reference for queries.
- Identifies where more complex issues require resolution by others and refers them on accordingly.
- Recognises and understands the impact of incidents arising (e.g. complaints, resourcing problems, logistical or technical difficulties) and proactively alerts the relevant team to any issues of concern that are likely to impact teaching delivery/customer experience.
- Proactively communicates and liaises with others to ensure effective coordination and delivery of events, services and activities.
- Builds an understanding of relevant contacts and teams to enable effective resolution of issues when they arise.
- Understands and adheres to risk management procedures relevant to teaching delivery (e.g. child protection, security policies, financial protocols, anti-fraud measures) to protect the interests of the British Council and its customers at all times.
- Highlights to senior managers any instances of non-compliance.
- Ensures compliance with corporate requirements when handling customer data to support effective reporting and decision making.
- Plans and prioritises own work activities, responding to changing requirements to ensure effective delivery of responsibilities over a daily/weekly time horizon.
Role specific knowledge and experience
- Customer Management
- Communication
- Experience in a customer focused environment
Language requirements:
- English language skills to the CEF C1 level, Bulgarian to C1
