Customer Services, Facilities & Marketing Advisor - Ghana

Main Duties

Enquiry Handling: 

• Ensure a courteous and efficient first point of contact for external customers visiting Accra office/country with customer expectations exceeded 
• Handle all online, telephone and face to face enquiries related to British Council activity in Ghana
• Key lead on Facilities products for Customer Service, Marketing + Sales team
• Ensure successful registration of candidates wishing to enrol for UK examinations and English language training programmes 
• Collect, analyse & report on facilities feedback received from customers according to agreed standards 
• Collect and ensure up to date knowledge of all British Council programmes

Reporting and Monitoring Evaluation

• Compile monthly statistics on customer flow on both walk-in, online and telephone customers and send report to the management team• Keeping a log of all external bookings
• Development of facilities contacts list spread-sheet
• Ensure the customer service centre is functioning to the agreed service levels; making sure customers are served  quickly for short enquiries, queues are managed and customers have a positive experience of British Council. 
• Ensure feedback is solicited from customers
• Monitor questionnaire for external customers upon initial hiring of facilities, as well as a feedback questionnaire on experience with our facilities 
• Monthly report on findings – including British Council’s value added areas
• Completing monthly facility reconciliation 
• Continuous market research on local facility competitors
• Ensure all customer service points reflect brand and corporate values including Intercultural and Equal Opportunities & Diversity (EO&D) and child protection policies 
• Key risks identified are escalated to line manager same day

Marketing Communications 

• Support social media channels for British Council
• Support with internal communications in the office and globally across British Councilwith the marketing of British Council projects and programmes – including key lead on the digital display in the customer service area
• Co-ordination and production of online and hard copy materials for facilities
• Devise and implement marketing plans for facilities British Council Ghana
• Development and marketing of facilities through email invitations 
• Communication schedules kept up to date, informative and accessible by wider team
• Assist in the coordination and implementation of British Council generic events such as Customer Service week
• Support the integration of online and offline marketing for British Council Ghana
• Support increase in sales and conversion for exams business

Events, facilities hire and visits

• To assist the coordination of all aspects of  British Council customer service excellence programme and any other related activities 
• Deliver the scheduling and customer expectations whenever British Council facilities are hired 
• Point of contact for internal facility hire
• Developing promotional material (online and hard copy) for facilities
• Support facility policy decision making (pricing, complaints handling, terms and conditions of use, agreement contents)
• Regular monitoring of new facilities booking system
• Liaison with speakers, participants and visitors in facility hire/events/projects in line with BC brand values
• Ensure reputation of British Council brand is not compromised
• Ensure positive feedback for all project evaluations and de-briefing
• Liaison with external suppliers regarding the procurement of goods and services for team project
• Available to carry out front-of-house duties at all BC managed events 
• Provide logistical support to programmes and presentations for visiting BC staff and partners/stakeholders

Other administrative work: As required and delegated by the team members.

Special requirements for the job
Some evening and weekend work is required

Skills and Qualifications
Degree from a recognised University
Experience of basic financial administration
Two(2) Years Customer Service and Marketing experience

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