Account Support Officer : British Council
Account Support Officer at British Council Dhaka
British Council, Bangladesh has published a job circular for the position of Account Support Officer
Account Support Officer
Job Description
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.
Job Title : Account Support Officer
Purpose of job:
The purpose of this role is to help manage relationships with B2B accounts, including businesses, schools, universities and governmental organisations to deliver customer success. This includes working with Delivery and Sales teams to help manage the customer’s experience of the product or solution and ensure they achieve their goals.
Role context
The British Council’s vision for English & Examinations is to be the world authority in high[1]quality English language teaching, learning and assessment, as well as the international distributor of choice for UK professional and school qualifications. The British Council’s English and Examinations Strategic Business Unit (E&E) includes a significant business client base and a significant number of individuals who take English language training and exams with the British Council do so as part of an agreement with our partnerships with education institutions, governments and corporate partners. It is part of our commercial strategy to grow this Business to Business (B2B) area of activity, create alignment and efficiency across our English and Examinations businesses and be a trusted, long-term partner to the organisations we work with. The British Council offers a wide range of solutions to meet these requirements. These include
• English language and communication skills training – delivered online or in-person via our global network of teaching centres
• English language assessments
• Exams distribution for secondary, higher and professional education. Alongside our portfolio of products and services we are investing in developing and enabling our global sales teams and B2B marketing efforts to ensure sustainable growth in these areas and deliver value for our customers.
Main opportunities/challenges for this role
Service and product delivery support
▪ Registers and onboards new B2B clients/ customers, including adding them to the appropriate British Council systems (internal and customer-facing), to ensure smooth implementation of the product or solution.
▪ Trains key stakeholders in the partner organisations how to use products, systems and other resources to maximise the value and impact they get from working with us.
▪ Works with business delivery teams and Operations to set and review the quality of delivery. ▪ Works across teams to manage enquiries and resolve problems and service requests from existing accounts.
▪ Liaises with business delivery teams and Operations to manage any changes and amendments to service delivery.
▪ Manages inbound service requests (cases) and works with Sales, Operations and Delivery teams to resolve these within an agreed timeframe.
▪ Informs Sales, Delivery and Operations teams of concerns flagged by clients to help make improvements in customer experience ▪ Responds to and manages customer support cases in CRM. Analysis and reporting
▪ Provides reports and data to B2B customers that help them track delivery, engagement, achievement, outcomes and other key metrics for success.
▪ Captures and manages client data in CRM and other business systems to help build insight around our corporate audience and the sales and marketing effectiveness of our corporate business and so help support account management, retention and growth.
▪ Runs feedback/ Monitoring and Evaluation (M&E) system and collates results for presentation to client and sales colleagues.
▪ Manages service delivery and data using British Council systems.
▪ Works closely with Sales & Account Manager to provide accurate and timely data to the client as well as building opportunities for repeat and new business
▪ Contributes to reporting on, onboarding, delivery service and account management activity.
▪ Reviews data sources with colleagues to identify opportunities to improve performance. Business development support
▪ Conducts research, using a range of information channels, to support developing new business opportunities.
▪ Pro-actively identifies opportunities and look for ways to add value to B2B customer and key account relationships through British Council products, services and resources 3 (free and paid), including sharing access to British Council training, events and materials from across SBUs to help maximise the value they get from our services.
▪ Helps to identify new and repeat business opportunities with existing clients Relationship and Stakeholder management
▪ Listens to client needs and requests regarding future cohorts and new courses
▪ Supports Account Managers in delivering annual key account plans, sharing responsibility for objectives within this as defined. Finance and Resource management
▪ Ensures invoices are created and issued to clients in line with financial compliance and appropriate timescales.
▪ Ensures the British Council is created as a supplier on clients’ systems and that documentation is accurate and up-to-date.
▪ Manages corporate payments and monitors debt as part of debt control team in country/cluster.
▪ Organises legal documentation and keeps accurate records of contracts Managing self and others
▪ Tasks and coordinates others (e.g. internal colleagues or external contractors/suppliers) to complete time-limited, straightforward activities, within established procedures, in order to ensure efficient delivery of services.
▪ Monitors task completion to agreed quality and time standards.
Qualifications
Bachelors Graduate degree in a relevant subject
Role specific knowledge and experience
- 2+ years experience of sales and/or account/customer management
- Proficiency in Microsoft office program
- Good relationship management capability
Further Information
Pay Band – 4
Contract Type – IDC
Department/Country- Country/Cluster
Closing Date (Time) – 20 Nov 24 (GMT+6 -23:59)
Deadline: 13 December 2023
Source: Job Circular
