The British Council is the UK’s international organisation for cultural relations and educational opportunities. We create friendly knowledge and understanding between the people of the UK and other countries. We do this by making a positive contribution to the UK and the countries we work with – changing lives by creating opportunities, building connections and engendering trust.
We work with over 100 countries across the world in the fields of arts and culture, English language, education and civil society. Each year we reach over 20 million people face-to-face and more than 500 million people online, via broadcasts and publications. Founded in 1934, we are a UK charity governed by Royal Charter and a UK public body.
We are recruiting to fill the position below:
Job Title: Head of Customer Service
Locations: Lagos or Abuja
Head of Customer Service Nigeria
Pay band: 7
Department: Business Delivery
Contract type: Locally Engaged
- The Head of Customer Service requires a unique profile. The ideal candidate will have experience in managing system changes and introducing new technologies successfully by using data analysis and trends within the organisation to implement changes. The candidate will also have an operations management background, ideally heading up a Customer Service Team.
- This post requires someone at a senior level of Customer Service; a candidate able to step into the role bringing a solid foundation of skill and Customer Service knowledge.
- The Head of Customer Service Nigeria will lead the development and implementation of innovative customer management and B2C sales strategies that deliver a consistent and trusted brand experience on a multi-site and multi-channel basis and ensure that customer service remains one of the key competitive advantages for the British Council across Nigeria.
- The post holder will lead the Customer Service function across Nigeria to translate overarching customer management priorities into coherent operational plans, policies/processes and activities aligned to the strategic objectives of the Exams business in order to achieve our business targets.
- Main Opportunities/Challenges for this Role
- Work closely with the Regional Customer Management Lead, Nigeria Exams Team as well as Nigeria Senior Management team to create a culture of performance and accountability across customer service that contributes to a positive experience to all contacts
- Play a key role in communicating and promoting the benefits of customer service, customer engagement and personal selling as part of the same customer experience continuum
- Articulate a transformative customer experience vision to deliver, cost-effectively, a seamless and consistent customer experience.
- Actively contribute to on-going development of operational programmes (Processes/Technology/IT/ etc.) to ensure that current and evolving customer needs are met
- Resource the Customer Management function appropriately and efficiently across Nigeria
- Champion the effective use of the Customer Relationship Management (CRM) tool
- Transition the customer service function into a more sales-oriented operation
- English language proficiency – aural, written and spoken
- University Degree or equivalent work experience
- Minimum four years experience of managing people / team
- Five years working in a large commercial entity with at least four years directly working in customer service
- Monitoring service to quality standards; devising and implementing improvements to these
- Proven track record of working across departments to drive customer focused service improvements
- Expertise using data and analytics – from customer satisfaction scores, web analytics, Net Promoter Score /Customer Effort score to ROI models to support recommendations and strategies
- Demonstrable stakeholder management skills
- Expert user of technology/applications, in order to communicate and deliver training/standardization approaches to geographically dispersed audiences
- Exceptional analytical skills; track record of improving customer experience KPIs in previous roles
- Customer Service Qualifications
- Six Sigma Qualification
- Master’s degree in Business Administration, Management studies
- 2 years sales experience
- All applicants should have a pre-existing legal status to live and work in Nigeria.
- Candidates will be required to conduct a presentation to the panel as part of the interview process.
Starting from Naira 13,410,959 per annum
Deadline: 20th May, 2021.
Job Title: Project Manager – Arts
Location: Lagos, Sub Saharan Africa, NG
Pay band: 6 (Locally engaged)
Alternative locations the role could be based: Lagos, Nigeria
Contract type: Fixed Term
Duration: 12 Months
- Working with the West Africa Arts cluster and the wider British Council team to deliver programmes, audiences and partnerships which contribute to the British Council’s SSA Arts programme.
- The projects will be delivered through close liaison with Head of Arts – Nigeria and West Africa, the Arts team in Nigeria, and the West Africa cluster.
Challenges & Accountabilities
- The ideal candidate will join the Arts Team to facilitate new engagements between artists in the region as well as artists and audiences in SSA and the UK through supporting region wide programmes. He/she will have the opportunity to contribute to work around presenting new narratives of West Africa in the UK and engaging audiences in both places. And will raise the profile of the British Council Nigeria through consistent reporting of our Arts programme activity on regional intranet, bulletin, and other internal media, updating events calendar, as well as externally through website and social media.
- The appointed candidate should have proven experience in Project Planning and Delivery, as you will be responsible to implement a portfolio of projects within the West Africa Arts programme with the support of internal project officers, UK project managers and/or external delivery partners to meet agreed project targets. You will be the dedicated point of contact for assigned projects managed in Nigeria, and will also manage relationships with project partners, representing the project to other external stakeholders.
- You should also have experience managing finances as you will be responsible to prepare and manage detailed expenditure budgets for projects to British Council standards. You will manage cash flow, profiling and monthly, quarterly and annual reporting of budgets managed Manage procurement in accordance with corporate procurement policy and processes.
- Working with the Marketing and communications colleagues, you will develop and manage digital marketing and audience development campaigns including but not limited to social media platforms. And be responsible for providing content to the Marketing and communications team for communications materials for distribution internally and externally in Nigeria, the region and UK.
- Experience in research methods and a clear understanding of the Arts sector in Nigeria is required as part of the work will be market intelligence and information gathering, while maintaining and developing a close understanding of and links with the sector in Nigeria.
- Working with other members of arts team, the post holder will maintain and expand knowledge of the Nigerian arts sector. And also develop and sustain relationships with key practitioners and organisations, both established and emerging talent. As with any business that experiences peaks and troughs of activity, there is likely to be a need to work outside office hours from time to time.
The successful candidate will need to possess the following requirements:
- Bachelor’s Degree from a recognised institution or five years’ relevant experience in lieu
- At least three years’ recent professional experience of working in a creative, producing, programming or management capacity in the Arts sector in Nigeria, ideally with international links.
- Fluency in written and spoken English – Shortlisted candidates will either demonstrate they have met the required standard through presentation of an agreed English language certificate, or will be required to take the APTIS test and demonstrate a B2 level of English proficiency
- Proven ability to identify, develop, and manage relationships with major partners and stakeholders
- Planning and delivery of events to specific groups of people
- Works with project management systems and procedures and has a track record of compliance with them as a project team member.
- Monitors and controls an agreed budget within a defined area, producing reports and analyses and contributing to planning.
- An understanding and appreciation of current trends and practice in at least one art form in Nigeria
- Experience of working on projects between UK and Africa
- University degree in related area and/or post-graduate courses in relevant areas
- Role holder must have existing rights to live and work in the country the role is based.
NGN 8,106,739.85 (per annum).
Deadline: 19th May, 2021.