Corporate Services Officer MEA Central

Date: ‎07-Dec-‎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 Corporate Services Officer (CSO) co-ordinates the details of service
delivery execution for corporate contracts and leads on financial management
and customer care duties towards our corporate clients from the B2B, B2G and
B2I sectors.
The postholder is involved throughout the customer journey from the initial
signing of contract through the delivery stages, and finishing with the
organisation of end of course customer reports and feedback. This is then
followed by further engagement with the client and the cluster Sales Account
Manager on future agreements and details of repeat and/or new business.
Liaising effectively with Operations and Customer Service teams locally and
regionally, the CSO will engage frequently with contracted corporate clients
to ensure delivery standards are maintained and the financial management of
each contract is carried out compliantly and to agreed deadlines.
The role is a critical one as the postholder leads the back end processes once
sales opportunities have been closed with our growing number of corporate
clients.

Role context
Over ‎70% of our Adult students taking English training with the British
Council are professional workers aged ‎25-‎45. The need to improve language
levels, demonstrate workplace skills in English and obtain qualifications
remains a priority for public and private sector employees globally. The
British Council English division offers face to face, online and blended
solutions to companies and organisations across our global network to help
meet these needs.
The corporate sector has been one of the more resilient sectors in terms of
continued demand for training since the onset of the pandemic. To better meet
this demand, we have broadenend our range of quality products and now provide
a mix of possible solutions to clients in keeping with the changing demands of
young professional workers and their employers.
Alongside the new portfolio of products, we are investing in prospecting tools
and increased levels of targeted B2B marketing campaigns to improve levels of
lead generation for our Sales and Account managers to ovesee and close.
The CSO role will work closely with the other key corporate services related
posts including the cluster Sales and Account Manager, and the Business
Development Executive. There will also be a need for regular interation with
Teaching Operations colleagues and members of the Academic and Customer
Management teams to ensure high standards of delivery

Main Accountabilities:
Finance and Resource management
* Invoices clients in line with financial compliance
* Manages corporate payments and monitors debt as part of debt control team in country/cluster
* Organises legal documentation and keeps accurate records of government support schemes and funding organisation scholarships linked to corporate contracts
* Runs essential SAP and TCMS reports on agreed financial timetable to support monitoring of corporate income and maintenance of audit trail

Customer Support
* Works closely with Customer Management team in the registering and onboarding of customers (including B2B placement/testing)
* Liaises with Customer Management team to manage changes/amendments to B2B and B2B2C class lists
* Informs Delivery team of concerns flagged by clients to help make improvements in customer experience

Service and product delivery support
* Leads on process for end of course reports and certificates for B2B clients -liaising effectively with Ops and Delivery teams, and ensures all deadlines met
* Runs feedback/ M&E system and collates results for presentation to client and sales colleagues

Relationship and Stakeholder management
* Listens to client needs and requests regarding future cohorts and new courses
* Works closely with Sales & Account Manager to provide accurate and timely data to the client as well as building opportunities for repeat and new business

Managing self and others
* Tasks and coordinates others (e.g. internal colleagues or external contractors/suppliers) to complete time-limited, straightforward activities, within established procedures, in order to ensure efficient delivery of services. Monitors task completion to agreed quality and time standards

About You (essential requirements for the role):
* ‎3+ years of customer management experience
* Proficient user of SAP or equivalent financial software
* Familiarity with Salesforce or use of similar CRM
* Local language (e.g. Spanish) at fluent level for speaking and writing. English level at minimum of intermediate speaking and writing
* University degree in a relevant subject or discipline

Desirable requirements:
* Sales related experience in large sectors (e.g financial services, media, pharmaceuticals tourism etc)
* Sales or Customer Management qualifications

Further Information
* Number of positions: ‎1
* Location: Egypt / Jordan
* Job Grade: ‎4/H
* Deadline to receive applications: December ‎21, ‎2022
* Other requirements: This role is open to candidates who have the right to work in the job location.

Please note that all applications should be submitted in English only.
It is advisable to apply in advance to avoid any technical issues at the
last moment

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.