British Council Head of Customer Service Jobs 2021 – Nigeria NGO Jobs. British Council Nigeria programme looking for “Head of Customer Service “. Applicants with a University Degree or equivalent may apply on or before 20th May 2021.
The British Council is a British organisation specialising in international cultural and educational opportunities. It works in over 100 countries: promoting a wider knowledge of the United Kingdom and the English language (and the Welsh language in Argentina[2]); encouraging cultural, scientific, technological and educational co-operation with the United Kingdom.
British Council Head of Customer Service Jobs 2021
The British Council has published a job vacancy announcement on 13th May. 2021 for qualified Nigeriaese to fill in the vacant post of Head of Customer Service to be based in Lagos, Nigeria.
| Recruiter | British Council |
| Position | Head of Customer Service |
| Location | Lagos, Nigeria |
| Country | Nigeria |
| Total Vacant Post | 01 |
| Qualification | University Degree or equivalent |
| Experience Required | Minimum two years |
| Application Deadline | 4th May 2021 @05:00 PM |
British Council Job Vacancy 2021
Job Purpose: The Head of Customer Service requires a unique profile. The ideal candidate will have experience in managing system changes and introducing new technologies successfully by using data analysis and trends within the organisation to implement changes. The candidate will also have an operations management background, ideally heading up a Customer Service Team. This post requires someone at a senior level of Customer Service; a candidate able to step into the role bringing a solid foundation of skill and Customer Service knowledge.
Main opportunities/challenges for this role :
- Work closely with the Regional Customer Management Lead, Nigeria Exams Team as well as Nigeria Senior Management team to create a culture of performance and accountability across customer service that contributes to a positive experience to all contacts.
- Play a key role in communicating and promoting the benefits of customer service, customer engagement and personal selling as part of the same customer experience continuum.
- Articulate a transformative customer experience vision to deliver, cost-effectively, a seamless and consistent customer experience.
- Actively contribute to on-going development of operational programmes (Processes/Technology/IT/ etc.) to ensure that current and evolving customer needs are met.
- Resource the Customer Management function appropriately and efficiently across Nigeria.
- Champion the effective use of the Customer Relationship Management (CRM) tool.
- Transition the customer service function into a more sales-oriented operation.
Qualification:
Essential :
- English language proficiency – aural, written and spoken
- University Degree or equivalent work experience
- Minimum four years’ experience of managing people / team
- Five years working in a large commercial entity with at least four years directly working in customer service
- Monitoring service to quality standards; devising and implementing improvements to these
- Proven track record of working across departments to drive customer focused service improvements
- Expertise using data and analytics – from customer satisfaction scores, web analytics, Net Promoter Score /Customer Effort score to ROI models to support recommendations and strategies
- Demonstrable stakeholder management skills
- Expert user of technology/applications, in order to communicate and deliver training/standardization approaches to geographically dispersed audiences
- Exceptional analytical skills; track record of improving customer experience KPIs in previous roles
Desirable:
- Customer Service Qualifications
- Six Sigma Qualification
- Master’s degree in Business Administration, Management studies
- 2 years sales experience
Other Details
- Contract Type: Locally Engaged
- Selection Process: Interview
- Salary: Starting from Naira 13,410,959 per annum
- Application Process: Online
How to Apply British Council Head of Customer Service Jobs 2021
Note: Before you apply, please download (link is given below) the full advertisement and read it carefully.
Interested Candidates May Apply Online through Using this Link
The closing date: 20th May 2021 at 5 PM.
Only shortlisted candidates will be contacted for interviews.
| Particulars | Details Link |
| Job Advertisement | Download |
| Online Apply Link | Online Apply |
| Official Website | www.britishcouncil.in |
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