British Council Việt Nam 4.1 ★

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.

Role Purpose

• The main duty of a Sales and Customer Management Executive is to ensure a high quality, welcoming and efficient integrated customer service experience to all new and existing customers with the purpose of meeting/exceeding sales and customer management targets across all British Council services.
• To act as British Council’s ambassador and provide top quality services to all new and existing customers meeting all KPIs and deliver Sales and Customer Management targets in order to enable the British Council to meet its business targets and objectives.
  
  

Main Accountabilities But Not Limited To The Following

Targets

• Meet and exceed sales and customer management targets as set out by the organisation
  
  

Sales

• Via telephone: answer all telephone sales enquiries professionally with the purpose of generating excitement and interest in our products and driving the customers to visit the centre for a face-to-face consultation
• Via email: reply all email sales enquiries professionally with the purpose of generating excitement and interest in our products and driving the customers to visit the centre for a face-to-face consultation
• Via face-to-face consultation: provide face-to-face consultations to all customers in the centre by finding out their needs, issues and concerns and recommending a course that best suit them
• Placement tests: arrange branch testing days, times and slots in liaison with the Branch Manager and TC timetabling to ensure all level test candidates are given clear and accurate information about placement test function, procedures and timing; and all level testing sessions are recorded, supervised and organised efficiently and courteously and candidates are helped proactively.
• Provide participate and/or provide sales support in all sales and marketing events (in or out of the centre) with the purpose of creating awareness and generating leads for the centre
• Follow-up with sales enquiries
  
  

Customer care and support

• Provide an exceptional level of customer service to all existing customers to ensure that all their needs and requests are taken care of
• Handle all 1st and 2nd level complaints/feedback
• Follow up with existing students on incidents e.g. absent / movement and cancellation or failing students
• Arrange and support meetings with teachers and translation
• Be the first point of contact at Front of House (FOH) for credit or refund request
  
  

Registration of new customers for Teaching Centre

• Ensure that all new customers are registered accurately
• Ensure that all records are updated and maintained accurately
  
  

Re registration of existing customers for Teaching Centre

• Ensure that all existing customers (in the case of Younger Learners – their parents) are informed of re-registration periods in writing, telephone calls and class visits in a timely manner.
• Make follow up telephone calls to existing customers with the purpose of encouraging them to re-register.
• Update and maintain waiting list records
  
  

Administration and Finance

• Ensure that all databases and reports are updated and recorded in timely, accurate manner
• Ensure that marketing and Public Relation (PR) collateral is properly displayed and well stocked
• Monitor equipment and furniture in FOH area to ensure in good working order/condition
  
  

Share duty officer role with the Branch Manager

• Liaise with partner premises contact and TC Management in the event of any incident at the premises, and for housekeeping and security issues.
• Implement the British Council policies and procedures on Health and Safety and Child Protection
• Supervise and support the Branch Support Assistant in doing administrative tasks to ensure the smooth operation and high quality of delivery of English Language Training at Partner premises.
• Ensure that all responsibilities of the Sales and Customer Management Executive (Branches) are prepared for and completed by the Branch Support Assistant in the event of leave or training
• Recruit, train and co-ordinate a team of part-time Helpers
• To supervise part time helpers
• Support the Teaching Assistant Co-ordinator in the supervision of Teaching Assistants and arrange for Customer Service Helpers to cover for Teaching Assistants as required
  
  

Others

• As part of the wider Sales and Customer Services team serving both new and existing customers you will be required to support and assist your colleagues from time to time in tasks that ensure the smooth running of the Centre. This might include registering students, participation at Open Days, Parent Events, Seminars, Evening Receptions and Offsite Branch and Examination Promotions, for example.
• Any other duties as assigned by the line manager or branch manager to meet operational requirements
  
  

Essential

Role specific knowledge and experience:

• Experience of working in a customer service/sales environment, preferably in the services industry.
• Excellent English and Vietnamese. The candidate must have the ability to speak and write fluently.
  
  

Desirable

• Experience of working with children.
• Experience of safe planning, organisation and delivery of activities for children.
  
  

Role Specific Skills

• Competent IT skills
• Excellent communication and customer relation skills
• Very good problem solving skills
• Sales techniques
• Working with Children
• Effective communication and engagement with children and their families
• Ability to work in a way that promotes the safety and well-being of children
  
  

Further Information

Pay Band: Grade 4/H

Contract Type: Fixed Term- 1 year (Renewable)

Location: Hanoi, Vietnam

Requirements

• Candidates must have the right to live and work in the country in which the role is based.
• The teaching centres operate Monday to Friday 8:30 am – 8:00 pm and on Saturday/Sunday from 08:30 - 6:00 pm. The post holder will be required to work a 5-day week on a shift system from Monday to Sunday. Evening and weekend working is required on a regular basis.
• Undergraduate degree
  
  

Closing Date: 3 September 2024- 23:59 Singapore Time (GMT +8)

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.