Exams Account Relations Coordinator

Date: ‎06-Jul-‎2022
Location: Cairo, Middle East and North Africa, EG
Company: British Council
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's 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 Purpose:

The purpose of this role is to ensure the efficient, effective operational co-
ordination and delivery of both B2B Exams, Activities and Projects at the
right cost and customer experience. The role is to support B2B Customers on
operational, and business development issues, reporting issues and resolutions
to the Account Relationship Manager(s) to develop and retain the Account.

Main Accountabilities:

Service delivery and Operations

• Promote & deliver high quality events, tours or projects planned and delivered in relation to target audience's needs and British Council strategic objectives


• Identify & respond to needs of relevant target audiences


• Project management and vendor management to ensure procurement, regular servicing, and readiness of use of related equipment to ensure smooth delivery of exam services; support negotiation with partners & suppliers to arrange relevant resources & arrangements


• Plan and implement all event participation to agreed standards, including but not limited to child protection, branding & EDI


• Ensure budgets are monitored and reported on according to the agreed timetable

Customers/ Relationship and stakeholders:

• Supporting continuous improvement in the efficiency/cost effectiveness/quality of service delivery/systems in the unit or department


• Proactively work with Account Manager to deliver satisfactory and timely resolution of customer (internal or external) complaints, coordinating input from other team members as required. Ensures the customer is kept informed throughout the process.


• Act as the first point of contact for delegated partnerships


• Network effectively at events and online


• Adds value to key accounts and looks at opportunities for growth or retention through cross- sell and other initiatives


• Ensure all communications, online & offline, are up to date and effective


• Works to defined Account Relationship standards and frameworks, including an up-to-date records on relevant CRM system

Risk and compliance:

• Follows agreed corporate risk management processes and procedures when delivering services (e.g. child protection, security policies, financial protocols, anti-fraud measures) to protect the interests of the BC and its customers at all times.

Analysis and reporting:
* Uses standard procedures and templates, regularly records, analyses and reports on operational activity to support senior managers in making timely/ effective business decisions
* Supports wash-up meetings to review activity, continual improvement and corrective actions
* Embed monitoring & evaluation steps across all product/project life-cycle, recording and reporting impact of activities and sharing findings with colleagues and managers Support analysis of trends in registration of different qualifications
* Conduct customer satisfaction surveys designed locally and by region
* Collect other competitor and business intelligence from own and others networks and contacts, as well as desk research and mystery shopping exercises
* Present findings of above and recommendations on service design improvements and promotional messaging to Product and Marketing Managers in regular meetings

About You (essential requirements for the role):

• Relevant degree or equivalent level of experience


• Language requirement: B2 written and spoken English


• ‎2 years' experience in B2B customer service environment.


• Excellent communications and stakeholder relationships skills


• Excellent computer skills


• Experience in maintaining account or partner relationships

Desirable requirements for the role

• Language requirements: Arabic


• Background and knowledge about schools different education sector


• Knowledge or learning of online learning


• Event or project management


• Conducting analysis or generating intelligence

Further Information

• Role: Exams Account Relations Coordinator


• Number of positions: ‎1


• Pay Band: BRC-‎4-H


• Location: Egypt


• Contract type: Fixed term contract local


• Closing date: 20th July ‎2022 (‎23:59 Gulf Standard Time)


• Salary: ‎7,709.‎87 EGP


• Other: This role is open to candidates who are having right to work and located in Egypt

A connected and trusted UK in a more connected and trusted world.

Equality , Diversity, and Inclusion (EDI) Statement

The British Council is committed to policies and practices of equality,
diversity and inclusion across everything we do. We support all staff to make
sure their behaviour is consistent with this commitment. We want to address
under representation and encourage applicants from under-represented groups,
in particular, but not exclusively, on grounds of ethnicity and disability.
All disabled applicants who meet the essential criteria are guaranteed an
interview and we have Disability Confident Employer Status. We welcome
discussions about specific requirements or adjustments to enable participation
and engagement in our work and activities.

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's
Safeguarding policies for Adults and Children.

If you have any problems with your application please email
[email protected]

Please note: Applications to this role can only be considered when made
through the Apply section of our careers website. Our 'ASK HR' email is only
to be used in case of a technical issue encountered when applying through the
careers website. Emails with supporting statements and CV/Resumes sent to this
email address will not be reviewed and will be deleted.