English and Exams Services Consultant

Main accountabilities but not limited to the following: 
1.    English and Exams services 
•    Be accountable for monthly sales and re-registration rate targets and monitor class fill
•    Proactively present accurate and relevant Selling Points and Unique Selling Points on the services offered by British Council
•    Provide face-to-face consultations to all customers in the centre by finding out their needs, issues and concerns in a warm, professional manner
•    Be the single point of contact for prospects, guiding them through the journey from the first enquiry to final sale.
•    Close the sale, maximining enrolment and protecting target achievement
•    Maximise opportunities for cross selling and up selling
•    Be accountable for refund requests of sales made and minimize the refunds
•    Follow up on customers who book placement tests but do not turn up, and customers who test but do not place
•    Maximise conversion rates of enquiries to sales figures by communicating features and benefits of British Council offers, convincing and persuading prospects to enroll
•    Handle enquiries from new and existing students meeting British Council standards
•    Acquire and maintain an excellent level of product knowledge and pricing at all times in order to be able to consult and guide students

2.    Relationship building and communications
•    Ensure and support the wider SCM team to handle all enquiries and feedback within the target time frames in a professional and helpful way
•    Ensure consistency of communications and messaging through all channels
•    Ensure feedback from students, candidates, teachers, library members and other stakeholders is sought at regular intervals and acted on
•    Ensure databases are kept up to date with those interested in receiving information about BC products and services and that subscribers to newsletters etc. receive interesting and timely notifications/communications
•    Participate in a range of different events for customers
•    Ensure that all customers are made aware of all events or projects run by the Council

3.   Line Management  
•    Ensure team members fully understand their role, responsibilities and duties.
•    Ensure line management is conducted as per British Council guidelines following Essential Personnel Procedures and performance Management Standards.
•    Ensure deliverables, performance reviews and year-end evaluation are completed on time. 
•    Ensure Line Managees are supported and feedback provided to them on a regular basis. 
•    Ensure Line Managees complete mandatory online trainings.

4.   Finance
•    Handle cash desk accurately in the systems and payments received correctly for course and exams 

5.   Systems
•    Be proficient in using relevant systems, such as CRM and on-line booking systems to ensure smooth operation of the British Council.

6.   Other duties
•    Administrative duties in support of the team’s operation or any other duties as assigned by the Line Manager
•    Acquire and maintain an excellent level of pricing, discounting and offer or package knowledge at all times in order to be able to counsel and guide students in their study pathways
•    Undertake appropriate training to ensure you are equipped to SCM perform duties for each department
•    Improve and maintain the level of product knowledge through regular meetings and joint working initiatives with Departmental Managers and the Teachers
•    Ensure that all databases and reports are updated and recorded in timely, accurate manner
•    Undertake Primary level checking 
•    Ensure that marketing and PR collateral is properly displayed and well stocked

Other Responsibilities and Main Duties
As part of the wider Sales and Customer Management 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 operations. This might include registering students, participation at Open Days, Sales & Marketing Events, Parent Events, Seminars, Evening Receptions and Offsite Branch, for example.

Please follow this link to find out more details and apply.