Customer Service Assistant at the British Council – 3 Slots

Customer Service Assistant | British Council | Location: Lagos, Sub Saharan Africa, NG

See More the British Council Company: 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.


Customer Service Assistant Lagos
Pay band: 2Remuneration: N 3,390,541 per annumPost Location: LagosDepartment: ExamsContract type: Locally EngagedDuration: 1-year fixed term contract Positions Available: 3 Positions


Role Purpose:The Role holders will support the achievement of country plan objectives in Nigeria by delivering customer services. The successful candidate will project a professional image of British Council and provide a high quality, welcoming and efficiently integrated enquiry service for the full range of the British Council’s English and Exams activities, product and services. You will need to meet Customer Service Excellence standards in all inbound and outbound contact with customers.
RequirementsEssential:

  • English Language Proficiency Level minimum B2, written and spoken
  • University Degree or equivalent work experience
  • Minimum 2 years call centre experience
  • Experience working with CRM (Client Relationship Management) & Call management systems
  • At least 2 years dealing with customers and enquiries within a reputable customer service environment with proven positive track record
  • Proven experience of providing service within quality standards
  • IT skills and experience working with MS Word & MS Excel
  • Attention to detail

Desirable:

  • Fluency in one of the 3 major Nigerian languages – Hausa, lgbo or Yoruba
  • Customer Service qualification
  • Experience in supervising a group of people to achieve a specific purpose

Additional Information: Candidates must have current legal right to live and work in Nigeria.
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.

Application Closing Date
25 April 2021 applications will close 23:59 SAST

Method of Application
Interested and qualified candidates should:
Click here to apply