Exams Customer Services Officer Job Details

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.

Pay Band: 5 (from CNY 7,304 per month)
Country/Location: Beijing, China
Department: Exams
Contract Type: Indefinite
Closing Date: Thursday, 13 June 2024- 23:59 China Time (GMT +8)

Role Purpose:
•    This is a member in the British Council China exams customer service hub, whose primary duties are to provide high quality information services to candidates of IELTS and Global Exams Services (GES), collect and analyse customer feedback in order to achieve high level of customer satisfaction.

Accountabilities:
China exams customer service data collection and analysis.

•    Manage exams customer satisfaction surveys, ensuring comprehensive and timely return of customer service data.
•    Regularly calculate customer service metrics based on various operational data.
•    Monitor various customer experience analysis platforms, derive customer service insights, and share findings.

•    Maintain the customer service report dashboard on PowerBI.
•    Constantly seek improvement in the methods of customer voice collection and reporting.

Deal with customer inquiries and complaints.
•    Handle level 1 inquiries and complaints from all British Council public-facing channels, such as telephone, email, and WeChat, while upholding British Council customer service standards.
•    Respond to customer level 2 enquiries and complaints, conduct investigations in coordination with operations teams, and provide quality information for customer enquiries or make professional judgments to bring customer complaints to a satisfactory resolution.

Provide support to Customer Service Hub operations as required.
•    Produce IELTS billing related documents to facilitate reconciliation. 
•    Assist in the management of emergency situations.

•    Provide coverage for team members as needed.
•    Provide administrative support for the implementation of national projects.   

Role specific knowledge and experience:
•    Customer service experience

•    Relevant full-time work experience

Requirements: 
•    Education: Bachelor’s degree or equivalent

•    Language: IELTS Level 6.5 or equivalent
•    Condition of Employment:
Locally Recruited
Applications are welcomed from candidates currently in this location with a natural right to work.  
Applications are also welcomed from candidates currently based in other British Council country offices. However, please note candidates must have a natural right to work in the country, on a permanent basis, as immigration clearance and/or on-going visa support is not provided by the British Council for this role.  Relocation support is also not provided. 
  
Benefits:
•    Annual Leaves (on a pro-rata basis if the service period is less than one full year); public holidays 
•    Statutory benefits: national social insurance benefits and housing fund 
•    Other benefits: commercial insurance package including accidental insurance, life insurance, and supplementary medical insurance  
•    13th month salary: staff who pass the probation and work for minimum of 6 months in a year will be entitled to annual bonus in December 
•    Performance-related pay: paid annually according to relevant performance review scheme  
•    Professional development opportunities
 

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 askhr@britishcouncil.org

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.