About the job
The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language. We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK. These connections lead to an understanding of each other strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.
Role Title: Call Centre Assistant
Pay Band: Grade J
Location: Cairo, Egypt
Number of positions: 1
Contract type: 1 Year renewable
Salary offered for this position: 4600 EGP
Closing date and time: 14 March 2021(23:59) GST time
Please note that all applications for this post should be submitted in English.
This role is open to candidates who have the right to work in Egypt
About Us
The British Council is the UK international organisation for cultural relations and educational opportunities. We create friendly knowledge and understanding between the people of the UK and other countries. We do this by making a positive contribution to the UK and the countries we work with – changing lives by creating opportunities, building connections and engendering trust.
We work with over 100 countries across the world in the fields of arts and culture, English language, education and civil society. Each year we reach over 20 million people face-to-face and more than 500 million people online, via broadcasts and publications. Founded in 1934, we are a UK charity governed by Royal Charter and a UK public body.
The Opportunity
To project a professional image of British Council and provide a high quality, welcoming and efficiently integrated enquiry service for the full range of the British Council English and Exams activities, product and services through the call centre. To meet customer Service Excellence standards in all contacts with customers.
Call Centre agents spend their shifts answering customers calls across a number of areas (Teaching Centre, Exams, programs, projects. etc), including answering enquiries, handling complaints, providing information and troubleshooting problems.
You Will Be Accountable For
Service teaching centre, exams and UK education/information enquiries through telephone calls, and to operate telephone switchboard
To answer all incoming calls through our call centre to corporate customer care standards
To answer all basic enquiries (according to definition provided) to satisfaction of customer
To respond to telephone enquiries that need following up within 12 hours unless research is required, and the enquiry cannot be answered immediately.
To acknowledge and state when answer will be provided if enquiry cannot be answered within standard period.
To take messages in the event of a colleague absence and to pass them on immediately using the agreed methods (email)
Reports and call logs need to be maintained and updated on daily basis
To approach customers proactively and offer help with finding information and using resources
To deal with first level customer complaints and suggestions to agreed standards
To ensure customers are served to agreed standards
To maintain close working relationship through briefings with teams about current and up-coming events and activities and the ways that they can be supported (e.g. provision of promotional flyers and/or posters detailing an education exhibition)
To meet corporate customer care, Equal Opportunity & Diversity and enquiry handling standards
To record statistics relating to enquiries accurately and to agreed standard
To respond to emails and written enquiries within 2 working days
To refer difficult/complex accreditation related enquiries that cannot be dealt with satisfactorily to Customer Service Officer and ensure that information is delivered to the enquirer within 3 working days
Sales and customer service for the Teaching Centre and Exams products and services (cross-selling)
Administrative support to the Teaching Centre and Exams
Dealing with general British Council enquiries
To handle customers enquiries regarding services, products and materials are answered to agreed standards in an efficient, informed manner
Process caller requirements in accordance with British Council approved operating procedures for Service Inquiry, Customer Support, Complaints, and related issues. This would include comprehensive data collection on caller details, service information delivery and query response.
Be prepared to work unsocial or varied hours in order to ensure high standards and appropriate customer service; flexible working hours.
The customer service operates 7 days a week, morning to evening.
The job holder will be expected to work in some evenings according to schedule.
The post holder will work on a 5-day week shift basis and is entitled to 2 days off, in some cases non-consecutive days off.
Shift Schedule is subject to change, and flexibility in adjusting hours of work is essential when there is an operational need to do so.
About You (essential Requirements For The Role)
Fluent Arabic CEFR Level C
English B2
University Degree or equivalent
Able to use a computer
Desirable Requirements
Call Centre Experience
Further Details
If you are interested in the post and feel that you are suitable for the role, then we would really like to hear from you. Please apply by 14 March 2021 (23:59 GST Time).
A connected and trusted UK in a more connected and trusted world.
Equality Statement
The British Council is committed to a policy of equality and to valuing diversity and is keen to reflect the diversity of the societies in which we work at every level within the organisation. We welcome applications from all sections of the community. We aim to abide by and promote equality legislation by following both the letter and the spirit of it to avoid unjustified discrimination, recognising discrimination as a barrier to equality of opportunity, inclusion and human rights. All staff worldwide are required to ensure their behaviour is consistent with our policies.
The British Council has Disability Confident Employer Status. We offer a guaranteed interview scheme for disabled applicants who meet the essential criteria for the role. Applicants are encouraged to highlight any specific requirements or adjustments needed to enable participation in the recruitment process.
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 Safeguarding policies for Adults and Children.
If you have any problems with your application please email
[email protected]
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