Customer Services Manager

We are seeking a Customer Service Manager.

-Are you passionate about customer service?

-Can you lead a team by demonstrating the attitudes, behaviors, skills and knowledge required by customer service professionals?

-Do you have experience of creating a shared purpose for a team and motivating your team to meet challenging targets?

-Do you have experience of evaluating the quality of the service you provide and finding improvements that can be made?

The British Council is the UK’s international agent for cultural relations and educational opportunities. We provide a professional, international, ethical and friendly working environment and we are looking for a Customer Service Manager for our operation in Amman. This busy office has been offering high quality teaching, examinations and a range of other educational and cultural services for more than 70 years. The Customer Service team handles approximately 2,500 enquiries per month and is expected to meet a range of demanding targets.

 

We are an equal opportunity employer and offer ongoing development and career opportunities as well as a stimulating working environment. We pay JD 780 a month, plus 2 months bonus salary, Provident Fund, medical insurance and Social Security. The Customer Service Manager works 38.75 hours per week and operational needs determine the working hours. The annual leave is 24 working days, plus 14 days of public holiday.

 

 

In your role as Customer Service Manager, you will be responsible for:

•  Managing the day to day operational running of our front office and call center
•  Ensuring the quality of the British Council branded customer experience
•  Ensuring that British Council Customer Service Standards and Policies are fully understood and adhered to
• Continuously evaluating and improving our customer service performance
• Staffing, developing and coaching the Customer Service team
• Managing the Customer Services Team’s performance
• Managing the Customer Service budget
• Building external and internal relationships and acting as a Customer Service Champion within the office.

 

 We will be looking for the following skills, experience and behaviors when selecting the candidate:

Skills and behaviors

• Management, customer service and communication skills of minimum 2 years.
• Proven experience of managing a customer service team.
• Financial reporting experience.
• Standard computer skills.
• Bachelor’s Degree.

 

BC behaviors (For full details read our BC behaviors document): http://akht.bt/yXjj

 

• Creating Shared Purpose – more demanding
• Working together – more demanding
• Making it happen – more demanding
• Being Accountable – more demanding
• Connecting with others – more demanding
• Shaping the future - essential

 

For further details about the vacancy please click on http://akht.bt/kGjV

 

You can find out more about what the British Council does by visiting our website http://www.britishcouncil.org/jordan.htm