B2B Customer Support Officer East Africa

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Date: 24 Jan 2024

Location: Nairobi, Sub Saharan Africa, KE

Company: British Council

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.

B2B Customer Support Officer – Kenya

Role Purpose

The long-term purpose of this role is to ensure the efficient, effective operational co-ordination and delivery of Business to Business (B2B) Exams and Projects at the right cost and customer experience. The role is to support B2B Customers on operational, system and technical issues and report issues and resolutions to the Account Relationship Manager to develop and retain the Account.

 During the transition period, the role will provide this support to Business to Customer (B2C) customers, focusing on registration and payment systems and Computer-Based testing. It will also provide operational finance support to country and cluster teams including Purchase Order creation, Direct Invoicing processing and debtor management.

Main accountabilities but not limited to the following:

• Provides technical assistance leading up to and on Test Day.
• Undertakes bulk upload and cash reconciling
• Supports continuous improvement in the efficiency/cost effectiveness/quality of service delivery/systems in the unit or department.
• Proactively works with Operations Manager to deliver satisfactory and timely resolution of customer (internal or external) complaints, coordinating input from other team members as required. Ensures the customer is kept informed throughout the process.
• Undertakes contingency and risk management on the ground, liaises with Local IT, Examiner or Venue Staff to ensure alignment on communications. 
• Provides support related to compliance or investigations on Test Day and related issues.                                                                                                             
• Uses standard procedures and templates, regularly records, analyses, and reports on operational activity such as venue staff performance to support senior managers in making timely and effective business decisions that respond to operational needs.
• Supports meetings to review Test Day performance delivery, continual improvement, and corrective actions.
• Plans and prioritises own work activities, which span across a range of different work streams, responding to changing and at times competing requirements to ensure effective delivery of responsibilities over a weekly/monthly time horizon.

Role specific knowledge and experience:

• Experience in B2B / B2C customer service environment
• Experience of and ability to deliver excellent standards of customer service
• Excellent computer skills
• Understanding and experience of risk and compliance management

Desirable

• Experience working in exams
• Experience of supporting on delivery of computer-based exams
• Experience of examinations operational finance

Further Information

• Pay Band – BRC-4-F
• Salary: KES 197 253.00 per month plus benefits
• Contract Type – One (1) Year Fixed Term Contract
• Department: Exams
• Location: Nairobi, Kenya

• Language requirements: Written and verbal proficiency in English
• Role holder must have existing rights to live and work in the country the role is based.
• Closing Date: 6 February 2024 applications will close 23:59 South Africa Time

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 [email protected]

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.

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