Date: 14-Apr-2022
Location: Cairo, Middle East and North Africa, EG
Company: British Council
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.
About us:
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.
Role Purpose
To provide key coordination and logistical support to ensure the smooth running of the teaching operation.
Main Accountabilities:
Service and product delivery support
• Delivers a range of administrative and/or customer services within agreed corporate procedures, to maximise quality, continuity and efficiency.
• Ensures student registration, customer care and re-registration processes are compliant with corporate policies and support effective teaching, learning and service standards.
• Maintains accurate records (for example, customer and financial) that are compliant with corporate requirements. Drafts routine and some non-standard documentation, reports or financial analysis/reconciliations.
• Performs basic analysis and review data/tasks/information, to support process improvement.
• Provides logistical support within the Teaching centre and supports delivery of internal and external activities, to ensure they run smoothly and efficiently.
Customer support
• Receives and responds to enquiries from/to customers, and may be a specific point of reference for queries. Identifies where more complex issues require resolution by others and refers them on accordingly.
• Recognises and understands the impact of incidents arising (e.g. complaints, resourcing problems, logistical or technical difficulties) and proactively alerts the relevant team to any issues of concern that are likely to impact teaching delivery/customer experience.
• Proactively communicates and liaises with others to ensure effective coordination and delivery of events, services and activities.
• Builds an understanding of relevant contacts and teams to enable effective resolution of issues when they arise.
Risk and compliance
• Understands and adheres to risk management procedures relevant to teaching delivery (e.g. child protection, security policies, financial protocols, anti-fraud measures) to protect the interests of the British Council and its customers at all times. Highlights to senior managers any instances of non-compliance.
• Ensures compliance with corporate requirements when handling financial or customer data to support effective reporting and decision making.
Commercial & resource management
• Monitors and takes responsibility for small-scale resources, following established procedures and ensures that equipment and materials are available and ready to use when needed.
Managing self and others
• Plans and prioritises own work activities, responding to changing requirements to ensure effective delivery of responsibilities over a daily/weekly time horizon.
• Tasks and coordinates others (e.g. internal colleagues or external suppliers) to complete tasks within established procedures, in order to ensure efficient delivery of services. Monitors task completion to agreed quality and time standards.
About You (essential requirements for the role):
• Bachelor’s degree in any relevant degree
• 1 year of Experience in a customer focused environment.
• Very good command of English language
Desirable:
• Background of Child Protection programmes
Further Information
• Pay Band: Grade 4/H
• Location: Egypt – Alexandria
• Contract period: 1 year FTC
• Requirements: Applicants must have the right to work in their own countries.
• Closing date: 28th of April, 2022
Gross Salary is 7,709.87 EGP
Please note that all applications should be submitted in English only.
It is advisable to apply in advance to avoid any technical issues at the last moment
A connected and trusted UK in a more connected and trusted world.
Equality , Diversity, and Inclusion (EDI) Statement
The 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.org
Please 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.