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Customer Services Advisor

British Council - Adelaide, SA

Education, Childcare & Training
Source: uWorkin


Full Job Description
Date: 22-Apr-2021

Location: 565, Middle East and North Africa, SA

Company: British Council

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language. We work in two ways - directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK. These connections lead to an understanding of each other's strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

Role Title: Customer Service Advisor
Pay Band: 4/H
Location: Riyadh
Number of positions: 1
Contract type: 1 year (renewable)
The Salary offered for this position inclusive of allowances is: 7,235 SAR
Closing date and time: 8 May 2021 (23:59 GST Time)

Please note that all applications for this post should be submitted in English.
This role is open to candidates who have the right to work in KSA.

About us:
The British Council is the UK’s international organisation for cultural relations and educational opportunities. We create friendly knowledge and understanding between the people of the UK and other countries. We do this by making a positive contribution to the UK and the countries we work with - changing lives by creating opportunities, building connections and engendering trust.

We work with over 100 countries across the world in the fields of arts and culture, English language, education and civil society. Each year we reach over 20 million people face-to-face and more than 500 million people online, via broadcasts and publications. Founded in 1934, we are a UK charity governed by Royal Charter and a UK public body.

The opportunity:
The post-holder will deliver effective, quality-driven first line service to customers, clients and stakeholders at the British Council Riyadh, ensuring the customers receive the information and services they need in a friendly, professional, efficient and responsive environment. They will understand the English Language needs of prospective Adult and Young Learner students and provide effective and persuasive guidance regarding their British Council study pathway, in order to support the achievement of Teaching Centre registration targets.

Main accountabilities

Teaching Centre and Exams sales activities

  • Handle English Learning and Exams enquires according to agreed British Council standards to convert enquires into registrations
  • Create accounts, book students for consultations, courses and Exams on British Council Systems (e.g. TCMS, ORS, Salesforce)
  • Share customer feedback and insight with CSM, Teaching Centre and Marketing
Make evidence-based recommendations to improve sales conversion rates
Ensure agreed customer management and compliance processes are followed
Acquire and maintain an excellent level of product knowledge

Conduct Teaching Centre consultations
  • Review learning plan and desires with customer and discuss key points according to CS standards
  • Conduct speaking assessment to evaluate customer’s final language level, considering their written sample and learning goals according to agreed assessment guidelines. Outline recommended study plan to suit customer’s needs
  • Advise customer on available courses using live system data
  • Register customer into desired course and take payment according to cash-handling policy
  • Complete post-consultation administration according to agreed guidelines
Customer Care

  • Greet current prospective students, parents, Exams candidates and other customers in a warm, professional manner
  • Deal with ‘first level’ customer complaints and suggestions to agreed standards
  • Handle other enquiries (e.g. for Education and Arts events) according to agreed standards

  • Follow shift handover procedures in line with agreed system
  • Register exam candidates as per examinations board guidelines
  • Handle cash including fines, charges for services, membership charges according to corporate standards
  • Maintain the usage of the Exams log- book for collection of statements and certificates
  • Carry out daily reconciliations of cash collected before hand over to accountant
Perform other front-line Customer Service work as required. Duties include but are not limited to, the following:

  • Assist at offsite events where Customer Service support is required
  • Ensure the front of house and consultation areas suitably stocked with up-to-date display and promotional materials
  • Provide verification services for UK certificates
  • Conduct telephone-based surveys or gather other customer data
  • Regularly observe Teaching Centre classes and/or visit Exams venue
About You (essential requirements for the role):
  • B2 Level English
  • B2 Level Arabic
  • High School certificate
  • Experience in a sales-focused role
  • Strong communication skills and proven ability to build rapport with customers
Desirable requirements

  • University degree
  • British Council product knowledge
  • Experience working in academic or educational environment
Further details:
If you are interested in the post and feel that you are suitable for the role, then we would really like to hear from you. Please apply by 8 May 2021 (23:59 GST Time).

A connected and trusted UK in a more connected and trusted world.

Equality Statement

The British Council is committed to a policy of equality and to valuing diversity and is keen to reflect the diversity of the societies in which we work at every level within the organisation. We welcome applications from all sections of the community. We aim to abide by and promote equality legislation by following both the letter and the spirit of it to avoid unjustified discrimination, recognising discrimination as a barrier to equality of opportunity, inclusion and human rights. All staff worldwide are required to ensure their behaviour is consistent with our policies.
The British Council has Disability Confident Employer Status. We offer a guaranteed interview scheme for disabled applicants who meet the essential criteria for the role. Applicants are encouraged to highlight any specific requirements or adjustments needed to enable participation in the recruitment process.

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 askhr@britishcouncil.org

Adelaide, SA

Education, Childcare & Training


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