The British Council is the UK’s international organisation for educational opportunities and cultural relations. We work in over 100 countries worldwide to build engagement and trust for the UK through the exchange of knowledge and ideas between people.
The British Council is looking for a suitably qualified and experienced individual to join the organization as Kano Customer Services Officer.
Job Title: Customer Services Officer
Location: Kano
Purpose of job:
To support the achievement of country plan objectives in Kano and all Nigeria by delivering customer services. To maintain them at the highest professional standards as set out in the British Council’s EQS (Examination Quality Standards) and by the IELTS Partners.
Context and environment:
Customers and enquirers engage with the British Council Nigeria for a number of purposes with the majority being for examinations. Nigeria is the largest British Council exams business in the Sub Saharan Africa region. It administers exams in four subject areas: Schools, Professional/Vocational, and Educational on behalf of UK institutions and IELTS. In 2011-12 we delivered roughly 65,000 exams to 25,000 candidates. The Nigeria team comprises 19 people and are based mainly in Lagos with four in Abuja, one in Kano and three in Port Harcourt.
The SSA region delivers exams in over 20 countries from its offices in 16 of these countries. In 2010, we delivered a quarter of a million exams to over 100,000 candidates. Growth in the region is robust, but our challenges are many. Nevertheless, Exams teams are making solid gains in our 4 strategic priority areas, namely: improving business performance, improving quality, improving financial compliance and increasing impact.
The post holder will be part of the exams team who administer the growing Exams business in Kano ensuring quality and compliance as well as control of income and expenditure to deliver on target. This post will share front office duties with another member of the team while the remaining two cover the back office. It is anticipated that the split between front and back office will be 70/30 roughly.
Accountabilities and responsibilities:
(including people management and finance)
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