B2B - Customer Support Coordinator

Date: ‎29-Sep-‎2022
Location: Ash Shati District, Jeddah, Middle East and North Africa, SA
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 B2B Exams and Projects at the right cost and
customer experience. The role is to support B2B Customers on operational,
system and technical issues and report issues and resolutions to the Account
Relationship Manager to develop and retain the Account.
This role will also provide technical support for all digital devices during
exams sessions. This includes ensuring that the necessary devices are in good
working order, properly set up and ready for exam use. The role will need to
be on standby during exam sessions and troubleshoot or escalate issues for
prompt resolution.

Main Opportunities and Challenges
* Planning and ensuring CBT related equipment is fit for use on Test Day.
* Acting to resolve connectivity issues on the ground, escalate when required
* Building relationships with clients in order to promote and facilitate online registrations for making exam entries
* Strong system knowledge in order to resolve issues on ground and escalate when required
* Ensuring compliance with deadlines and planning for contingencies
* Possible weekend and out of the office hours work during the exams period.

Main Accountabilities
Service delivery and Operations
* Provides technical assistance leading up to and on Test Day
* Undertakes bulk upload and cash reconciling
* Project management and vendor management to ensure procurement, regular servicing and readiness of use of IT related equipment to ensure smooth delivery of exam services.
* Ensures technical compliance of equipment and connectivity at test venues
* Plans and prioritises own work activities, which span across a range of different work streams, responding to changing and at times competing requirements to ensure effective delivery of responsibilities over a weekly/monthly time horizon.

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 Operations 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.
* Acts as 'help desk' to venue staff and customers / candidates
* Develops good working relationships and engagement with Venue Staff and appropriate colleagues throughout the BC to facilitate effective and efficient service delivery.
* Act as point of contact and manage escalated issues in country from Venue Supervisors and Venues, supported by Operations Manager / Cluster team when required.

Risk and compliance
* Undertake contingency and risk management on the ground, liaise with Local IT, Examiner or Venue Staff to ensure alignment on communications
* Providing support related to compliance or investigations on Test Day and related issues.
* 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 such as venue staff performance to support senior managers in making timely and effective business decisions that respond to operational needs.
* Supports wash-up meetings to review Test Day performance delivery, continual improvement and corrective actions
* Monitors dashboard on B2B service level - reports from Schools and IELTS registrations systems

About You (essential requirements for the role):
* Should have the right to work in the country
* Should have a transferable Iqama
* Degree level education / ‎2 years of ‎2 years' experience in B2B customer service environment
* Excellent communications and stakeholder relationships skills
* Excellent computer skills
* B2 written and spoken English

Desirable requirements
* Understanding and experience of risk and compliance management
* Arabic

Further Information
* Role: B2B - Customer Support Coordinator Req ID: ‎31859)
* Number of positions: ‎1
* Pay Band: ‎4/H
* Salary and allowances: Basic: ‎5135/- SAR, Transport: ‎700/- SAR, Housing: ‎1400/- SAR
* Contract type: Fixed term local contract of ‎1 year - renewable
* Location: Jeddah, Saudi Arabia
* Closing date and time: ‎13 October ‎2022 (‎23.59 Gulf Standard Time)

Candidates should have the legal right to work the country.
Please note that all applications should be submitted only in English.
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.