Role profile guide 6 (with links)

Take responsibility for onboarding of the new or ad-hoc contracted customer experience team members.

Regularly check and monitor the online resources. Regular communication with the marketing team to ensure that feedback from customers is taken into consideration when creating customer friendly web content.


Examinations

• 
  Deliver registrations for Exams on a continuous basis and proactively cross-sell all relevant British Council services which customers may be interested in.
  
• 
  Assist and support in all relevant pre-exam and post-exam enquiries (including handling relevant documents to customers)
  
• 
  Ensure confidentiality and safety of documents and transactions
  
• 
  Conduct phone-based surveys from time to time on why customers did not register with us or return to us
  
• 
  Follow up with customers who registered but haven’t paid for Exam
  

Training and Development

• 
  Personal development plans support performance and job satisfaction
  
• 
  Learning and development plans to be agreed with the Line Manager
  
• 
  All mandatory trainings are passed on time and refreshed as required
  
• 
  Attendance at regular professional development, training and skills programs as required
  
• 
  Full engagement with the performance management program
  

Perform other front-line, financial and/or administrative support work as required. Duties include but are not limited to the following:

• 
  Conduct telephone-based surveys or gather other customer data.
  
• 
  Carry out routine financial transaction processing as required
  
• 
  Work in close co-operation with the main stakeholders
  
•