Assistant Manager

工作内容

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.Role purpose

• To ensure the SongShan Branch achieves new sales and re-registration targets and to ensure efficient and effective daily operation of the Branch.
• To assist the Sales and Customer Management Manager in leading the SongShan branch’s Sales and Customer
• Management team (SCM) to meet and exceed KPIs as set by the British Council.
• To motivate the SCM team and to foster good team spirit so that a high-quality customer experience is delivered to our customers.
• To share best practice and standards relating to sales, customer service and information management.

Main AccountabilitiesSales

• Sales Management
• To build, lead and motivate the SCM team of the Branch to achieve and exceed new sales and reregistration targets and KPIs as set out by the British Council.
• To work closely with Sales and Customer Management Manager to develop and execute sales strategies, plans and processes in line with the country and regional plans for the professional handling of English course enquiries and registrations with the purpose of achieving and exceeding sales targets as set out by the British Council.
• To monitor and review individual’s daily sales performance through conversion rates at all stages of the sales funnel for all products and to ensure that the team and individual staff within it, meet and exceed sales targets.
• Sales Reports
• To record and track sales activity in Salesforce CRM meeting regional standards and guidelines.
• To prepare sales performance reports in the required format for management to review.

Customer Management

• To ensure the Branch SCM team delivers an excellent customer experience to all customers.
• To meet or exceed service level agreements and KPIs as set out by the Council in order to improve reregistration rates.
• To ensure standard processes and service level agreements are in place and being followed when handling enquiries and complaints.
• To manage / facilitate British Council surveys, such as Customer Effort Assessment and Mystery
• Shopping on customer experience.
• To improve survey results by reviewing the whole customer journey and all integrated services.
• To work closely with the Sales and Customer Management Manager to ensure compliance with British
• Council policies and guidelines including, but not limited to Data Protection and Child Protection.
• To prepare accurate and timely statistical reports on the performance of the Customer Management for management to review

Branch Operations

• To manage the SCM team budget for hourly paid SCM staff.
• To manage the facilities and the overall upkeep / maintenance of the Branch, this includes working with service providers, such as cleaning to ensure proper hygiene and security for safety.
• To liaise with the building management of the Branch to ensure proper daily branch operations.

Key stakeholder communications

• Marketing
• To help plan and execute Open Day events together with the Marketing and Academic teams and to participate in other Teaching Centre marketing and promotional campaigns.
• To provide feedback on British Council campaigns and promotions to the Marketing team with then objective to raise brand awareness and generate enquiries for sales.
• To maintain a clear understanding of customer needs / preferences, threats and opportunities in the external environments and keep Management and the Marketing team informed.
• Teaching Centre / Academic
• To provide feedback and to work closely with the Teaching Centre / Academic team to enhance customer experiences and product offerings with the purpose of improving sales conversions and reregistration’s.
• To advise on the opening, merging and closing of classes in response to demands to maximise Branch income.

TrainingTo ensure all SCM team staff receive proper on-board induction and to complete mandatory training in EOD, child protection, data and other areas as required.To identify training needs and to provide / arrange regular trainings / refreshment trainings to the SCM team.To ensure that staff is fully equipped with the necessary skills and knowledge to:

• achieve and exceed the sales targets and KPIs in a professional manner
• provide excellent pre and post sales services to meet targets, KPIs and British Council guidelines

To ensure trainings are arranged in line with the British Council’s strategies, needs and objectives.Support Duties

• Systems:
• To be proficient in using relevant systems, such as CRM, TCMS and on-line booking system (OBS)

Line Management

• To line manage the SCM Team as per the British Council guidelines following Essential Personnel
• Procedures and Performance Management Standards. Deliverables, performance reviews and year end evaluation are completed on time. Line Manages are supported and feedback provided to them on a regular basis.
• To prepare SCM team rota and monitor leave plans meeting operational needs. Maintain role and KPI clarity, so that individual performance can be identified and tracked against the regional KPI framework.
• Identify and act on training and development needs including ensuring mandatory online training is completed by all staff and that training is in line with business strategy, needs and objectives.
• Identify and develop talent within the team, including succession planning

GeneralOther Duties

• Any other duties as assigned by the Line Manager.
• Attendance at regular professional development, training and skills programmes as required.
• Full engagement with the performance management programme.
• To participate in projects as agreed in Performance Agreement.

Other ResponsibilitiesAs an Assistant Manager, you will be required to:

• Drive the Sales and Customer Management team to work together to deliver excellent customer experience to all new and existing customers.

Role RequirementsLanguage requirements

• Excellent written and oral communication skills in Mandarin and English.

Qualifications

• Undergraduate degree and or Qualification in Marketing/Sales or equivalent

Specific Knowledge & Experience

• Experience of leading and managing a sales team to meet and exceed targets on a B2C or service industry.
• Experience within the education sector
• Experience of working with CRM systems (Salesforce preferred)
• Excellent interpersonal skills, Excellent customer care, and analytical skills

Application closing date: 14 February 2023 23:59 Taiwan time ‎(GMT+8)‎A connected and trusted UK in a more connected and trusted world.Equality , Diversity, and Inclusion (EDI) StatementThe British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.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.orgPlease 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.