British Council - Head - Customer Service

International BPO experience required

About Us:

British Council Examinations and English Services Pvt. Ltd. (BCEESIPL) is an Indian commercial entity wholly owned by the British Council, UK. Governed by a Managing Director and Board, BCEESIPL provides a range of services to BC UK in the areas of Examinations and English. In 2018-19 BCEESIPL will deliver 700,000 examinations in English Language assessment and professional qualifications in 45 cities and 70 venues across India as well as providing B2C Digital Learning courses, corporate ELT training services and two major employability skills and assessment projects with State Governments in Kerala and Andhra Pradesh. BCEESIPL employs 350 staff in 4 offices in Gurgaon, Mumbai, Chennai and Kolkata.

Title: Head- Customer Service

Experience: 10-12 Years

Location: Gurgaon

Responsibilities - 

- The post holder will be responsible for managing a data led professional Customer Services operation for British Council English and Exams Services India Private Limited which will include all channels of service.

- He / She would ensure that different teams engaged in the process deliver a seamless, consistent and high-quality customer experience to the British Council customers.

- Manage the Customer Service operations and offer support to business delivery Operations teams in achieving the business objectives across all channels e.g. phone, email and digital

- This role will need to create a Customer Service plan for the organisation which would focus not only on an external facing diverse audience, but also key internal stakeholders and service delivery partners like India Contact Centre.

- It will involve Customer Operations management as per global CS standards.

- The role will also involve blending Customer Service and Sales process in a manner which enriches customer experience, supports and drives business outcomes.

- The post holder is expected to highlight and mitigate risks to service levels.

- Monitor trends, forecast and share insights with senior management team to ensure that we consistently plan for and offer high quality service in a competitive environment.

- The post holder will provide efficient and highly effective management of Customer Service & Sales operations and will ensure that teams and well aligned, adequately trained, well informed on British Council global service standards and continuously work towards improving customer experience.

- The post holder will act as a complaints manager and will deal with complaints related to services across channels as per industry standards and in a risk averse manner.

- Analysing and understanding complex customer services issues and provide timely management information to Leadership team for business-planning, decision-making and/or the development of new or improved customer services policies and practices.

- Data and trend analysis and sharing insights with the concerned business operations or management on a periodic basis leading to service and business process improvement projects

- Lead on Continuous Improvement projects, working closely with different business teams to improve customer experience, reduce customer effort and drive efficiency in the customer service processes.

- Review the CS model to ensure that it is fit for purpose and sustainable

- Compliance to core customer service KPIs like access on phone, emails and social media and ensuring that they are above global standards and aligned where possible to industry standards.

- Monitoring resolution of queries and number of contacts to resolve across all channels. - Developing systems to collect, analyse and report customer insights and data available from different sources on a periodic basis and sharing with relevant stake holders.

- To act as the Complaints manager for services offered and ensuring timely and prompt resolution of high level and serious complaints across channels in a risk averse manner.

- Drive business process improvement and a culture of Continuous improvement through data led approach and learning and implementing external good practices to demonstrate a measurable and significant improvement to process efficiency or customer experience using lean methodology.