Summary
Date Posted: Tuesday, July 25 2023, Base Salary: Not Disclosed

JOB DETAILS:
Role Purpose
To lead the customer management and sales function in the delivery of Exams sales targets and KPIs. Furthermore, to motivate and foster a good team spirit that enables a high quality, efficient and positive experience for customers, clients, and stakeholders as per agreed Service Level Agreement.

Main accountabilities but not limited to the following:
• Build, lead and motivate the Sales and Customer Management team to achieve and exceed new sales and conversion KPIs.
• Run the day-to-day operation of British Council Customer Services in accordance with corporate standards and policies.
• Map the Customer Journey, measuring the customer experience regularly to make improvements.
• Work closely with Marketing on lead generation strategies.
• Facilitate a monthly session that analyses NPS trends and reasons impacting performance.
• Monitor test day experiences on a quarterly basis and use observations for continuous service improvement.
• Recruit and line manage members of the Customer Service Team as per British Council guidelines and standards.

Role specific knowledge and experience:
• Ability to lead a sales team.
• Dedication to providing great customer service
• Excellent written and verbal communication skills

Minimum requirements:
• University Degree or degree-level (level 5 or above) qualification, and/or equivalent professional experience
• At least three years’ experience in planning and implementing sales strategies, customer relationship management and managing and directing a sales team.

Desirable:
• Customer Service Professional Qualification
• Marketing Qualification
• Knowledge of SAP, CRM

Further Information
• Pay Band – BRC-6-F
• Remuneration: ZMK 29,137.00 per month plus benefits
• Contract Type – Two (2) Year Fixed Term Contract
• Department: Exams
• Location: Lusaka, Zambia
• Language requirements: English level C1
• Role holder must have existing rights to live and work in the country the role is based.
• The Exams business units operate six days a week with Saturdays and weekday evenings usually times of peak demand. Working schedules are subject to variations to account for activity patterns and will involve unsocial working hours
• Closing Date – 1 August 2023 applications will close 23:59 South Africa Time

Work Hours: 8

Experience in Months: 36

Level of Education: Bachelor Degree

Job application procedure
• Interested and qualified? Click here to apply

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