Assistant SCM Manager, Branch

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.

• Contract: Two years fixed term (renewable)
• Location: Hanoi
• Salary: Pay Band H/5

Role Purpose

• To ensure the Sales and Customer Management (SCM) team of the Branch meets and exceeds the sales and service targets and Key Performance Indicators (KPIs) set by the British Council.
• To oversee the daily operations of the Branch.
• To motivate the SCM team and to foster good team spirit, delivering a high quality, efficient and integrated customer service experience. To work closely with the Branch Manager and the Country Head of Sales and Customer Management to ensure the branch maintains best practice and standards.

Main opportunities/challenges

• Leading the team to work under high pressure
• Supervising payment process at the front office
• Opportunity to work across units to improve customer service standard
• Career opportunity in the teaching centre and other departments

Main Accountabilities

Sales Management. To assist the Branch Manager to build lead and motivate the Branch team to achieve and exceed new sales targets and KPIs as set out by the British Council.

• Via Telephone: Answer all telephone sales enquiries professionally with the purpose of generating excitement and interest in our products and driving the customers to visit the centre for a face-to-face consultation.
• Via Email: Reply all email sales enquiries professionally with the purpose of generating excitement and interest in our products and driving the customers to visit the centre for a face-to-face consultation.
• Via face-to-face consultation: Provide face-to-face consultations to all customers in the centre by finding out their needs, issues and concerns and recommending a course that best suit them.
• Provide participate and/or provide sales support for all sales and marketing events (in or out of the centre) with the purpose of creating awareness and generating leads for the centre.
• Follow-up with sales enquiries to meet individual target and centre’s target.

Customer Management

• To support the Branch Manager to ensure the SCM team delivers an excellent customer experience to both new and existing customers.
• Provide an exceptional level of customer service to all existing customers to ensure that all their needs and requests are taken care of.
• Handle all 1st and 2nd level complaints/feedbacks
• Follow up with existing students on incidents e.g. absent/movement and cancellation or failing students
• Arrange and support meetings with teachers and translation
• Be the first point of contact at Front of House (FOH) for credit or refund request.
• Make regular follow up email and telephone calls to existing customers with the purpose of increasing the interaction and interest of customers and encouraging them to re-register

Branch Operations

Supervise Front of House Finance

• Supervise payment process at the Front of House (FOH)
• Support Cashier Team Leader in staff recruitment
• Ensure Cashier team staff are competent in Customer Service

Maximise branch operation efficiencies

Work with Branch Manager or act as Branch Manager in his/her absence: 

• To ensure that the branch is adequately staffed, trained and motivated to deliver first-class front-line services to customers on the full range of British Council's (BC) services and activities, in a professional, friendly and proactive manner for 7-day operation
• Work closely with Academic Managers on class fill and teacher utilization to ensure operation efficiencies
• Develop and implement branch specific operation policies and processes to effectively improve productivity
• Contribute to Induction programmes for new staff
• To manage the facilities and the overall upkeep / maintenance of the Branch
• To liaise with the building management of the Branch to ensure proper daily branch operations.

Reporting

• To provide accurate and timely reports on team performance, new sales and re-registration to the Senior Management periodically and when required

Exams services (if any)

• Manage face to face services to IELTS and other exams walk-in customers
• Handle customer feedback related to the FOH’s services to exams customers

Other Responsibilities and main duties

• The post holder will be required to work a five-day working week. He/she will be required to work on weekday evenings and on weekends on a regular basis depending on operational needs.
• Work effectively with diversity as an essential and integral part of daily work and consistently meet the British Council’s Equal Opportunities and Diversity policy and standards in carrying out all internal and external duties
• Manage information created and received in compliance with the British Council’s information management standards, policies, the UK Data Protection Principles and local legislation
• Demonstrate a commitment to reflective practice, professional and organisational development objectives, taking advantage of opportunities to enhance qualifications and or gain/share knowledge for line managees as well as for self. Make a positive contribution to team meetings and give suggestions to management for improving Sales/Customer Management practices and procedures based on customer feedback

Requirements

• Applicants must already have the right to live and work in Vietnam.
• Bachelors Graduate degree in a relevant subject
• Two years of worked experience in sales and customer service management
• Four skills in English and Vietnamese language
• Communication and customer relation skills
• Problem solving skills
• IT skills

Benefits 

• Professional development opportunities
• Leave and Holidays
• Health Insurance

Application Closing Date:  Sunday 17 October 2021 23:59 Vietnam Time (GMT +7)  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.  If you have any problems with your application please email askhr@britishcouncil.org 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.