22 Jan 2016

Full-Time Head of Customer Service at British Council Lagos

Toni AdewunmiLagos, Lagos, Nigeria

Job Description

Head of Customer Service – Nigeria
Pay Band 7
Vacancy Description
Job type: Indefinite Reports to: Country Exams Manager Payband: 7 Vacancy advertised internally and externally. Applicants must have the pre-existing right to work in Nigeria. Closing date for applications: 5th February 2016 at 23.59 UK time
Nigeria is one of the largest economies in Africa. It is also the most populous country with over 170 million citizens. The UK is its largest trading partner. Nigeria holds significant political power in the region and internationally and its society retains a positive attitude to the UK. There are therefore major opportunities for the UK and BC to increase influence, income and, through this, our impact by building on our strong existing relationships with the Nigerian government, institutions and customers/audiences. However, there are complex and substantial risks to this work i.e. security and compliance. Nigeria is the British Council’s largest operation in sub-Saharan Africa with offices in 4 cities – Port Harcourt in the South, Kano in the North, Abuja the Federal Capital and Lagos the commercial centre. Our 170 staff work across a range of states delivering large scale contracts, partnership programmes, examinations, projects as well as services in Arts, Education & Society and English & Exams. We are already achieving substantial impact and income (2012/13 turnover was £19.8 million) and have plans to grow and develop our impact further. Partners and clients include government, public and private institutions, foundations, private sector organisations and civil society. We work closely with the wider UK team including DFID and UKTI

Purpose of job:  Ensure the highest quality British Council Customer Experience is delivered consistently across Nigeria. Regularly evaluate the quality of service provided through customer feedback, recommend and make improvements accordingly. Lead the Customer Services Team, demonstrating the values, behaviours and knowledge required by Customer Service Professionals.

Applicants must have: Right to work in Nigeria
Role Requirements: Please refer to Role Profile, British Council Behaviours and Core Skills documents attached

Role Profile.pdf
British Council Behaviours.pdf
Core Skills.doc

Note to Applicants
On the supporting statement, candidates should write an additional 100-200 words explaining how they met the following requirements:
1. Line management and leading a customer service team to meet challenging targets.
2. Monitoring service to quality standards; devising and implementing improvements to these.
3. A track record of working across departments to drive customer service improvements

Interviews will be held face to face in Lagos only. The application process includes a language and aptitude test, job shadowing for a couple of hours and a presentation during interview. We welcome applications from persons from the Hausa/Fulani communities as these are under-represented in our staff.

Closing date:  Friday 5th February, 2016
Short-listing: Week commencing 8th February 2016
Language and aptitude testing: 13th February, 2016
Job shadowing: Wednesday 17th February, 2016
Interviews and presentations: Tuesday 23rd February, 2016

Job Categories: Customer Service Jobs Nigeria. Job Types: Full-Time. Job expires in Endless.

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