Sales and Customer Service Team Leader, English

2 weeks ago

Kuala Lumpur, Malaysia British Council Full time

Sales and Customer Service Team Leader, English Online

**Date**:16 Apr 2024

**Location**: Kuala Lumpur, East Asia, MY

**Company**:British Council

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.
We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.
Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021-22 we reached 650 million people.

**Pay Band: 6 / Grade G**
**Location: Kuala Lumpur, Malaysia**

**Department : Teaching**

**Contract Type: Fixed Term Contract, 2 years**

**Closing Date: Monday, 29th April 2024 - 23:59 Malaysia Time (GMT +8)**

**Role Purpose**:

- English Online is the British Council’s bespoke 100% online Adults English course that enables customers to learn online from anywhere in the world. The end-to-end customer experience aims to puts customers in control by offering a self-serve experience. This is supported by a central point of contact to provide information, resolve service requests, and support the generation of new sales.
- The Sales and Customer Service Team Leader plays a key role in delivering an excellent customer experience, helping us to learn more about our customers and in supporting commercial success, by delivering day-to-day line management and supervision of the English Online team, supporting the Sales & Customer Services Manager, and managing the team rotas, duties, escalated enquiries, and general operations.

**Main accountabilities but not limited to the following**:
**Team and operational management**
- Supporting recruitment exercises and the allocation of staff resources, including preparing the team’s timetable and monitoring annual leave.
- Managing induction and training plans for new joiners.
- Day-to-day supervision of the work of the Sales and Customer Services Executives with the aim to ensure rapid, high quality customer services and support for new and existing customers. This includes supporting enquiry management when needed.
- Provide regular briefing and training to the team to ensure that team members are fully equipped with the necessary skills and knowledge to answer customer enquiries and requests for support in a timely and professional manner. This includes identifying training needs and to ensure training is arranged in line with British Council’s strategies, needs and objectives.
- Ensure line management is conducted as per British Council guidelines. This includes ensuring that poor performance is addressed and dealt with, following the British Council Performance Management Standards.
- Embed Equality, Diversity and Inclusion (EDI) principles within the team, and ensure that a culture of EDI is actively developed and maintained.
- Planning and executing new English Online initiatives as directed by the English Online Sales and Customer Service Lead, ensuring these are operationalised across the wider business.
- Working with the English Online and wider Customer Management function to manage and monitor service effectiveness, quality, and KPI’s for the English Online suite of products.

**Quality, systems and reporting**
- Monitoring and reporting on the team achievement of agreed performance targets and service level agreements (SLAs).
- Using Salesforce CRM and other management information systems to capture customer data and voice of customer, to help the business continually improve all areas of customer experience.
- Undertaking regular quality checks and reviews, following agreed corporate or relevant external protocols, to monitor the quality, consistency, and effectiveness of service delivery. This includes Reporting on findings and recommending appropriate actions.
- Ensure data is captured for customer services interactions, enquiries, complaints and resolutions using global systems and to global standards.
- Ensure that customer feedback is regularly gathered, analysed and acted upon to drive continuous improvement in customer experience.
- Contribute with quantitative and qualitative feedback to help drive continuous improvement throughout the customer experience.
- Makes recommendations to improve procedures, resources, and other operational initiatives to drive enhance team performance, cost effectiveness, services quality and efficiency.

**Customer services delivery**
- Follow the standard operating procedures (SOPs) and SLAs to maintain high levels of service.
- Providing support to the team with escalated cases, complaints, and complex issues. This includes liaising with other teams where necessary.
- Act as a communication point for Teaching Centre Sales and Customer Services teams that

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