Team Assistant

仕事内容

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.

Team Assistant– Global Service Desk

Role purpose

The role shall be able to demonstrate: operations floor management skill which includes delivery of services as per contract, staff management, query and escalation management and governance management for a contact centre. Provide leadership steer to the on floor staff.

About Us

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.

Geopolitical/SBU/function overview

The British Council Shared Service Centre (SSC) is establishing a Customer Contact Centre to serve all first level enquires of British Council global customers. Senior Service Desk Technician will provide support to the Team Lead in achieving overall SLAs and customer services.

Main opportunities/challenges for this role

Team Assistant

• Take accountability for all admin related work/actions for the service desk team.
• Work closely with relevant stakeholders in Shared Services support teams i.e. HR, Admin, Fin
• Management of GSD employee details.
• Management of the GSD internal inventories and records.
• Capturing notes during important meetings/calls, sending and receiving important documents and scheduling meetings/room bookings
• Management of itineraries.
• Manage a wide array of activities related to meeting management, calendar management and actions required to take care of non-core service desk activities.
• Schedule appointments with respective stakeholders and make sure that stake holders receive documents and receivables on time.
• Organise internal team meetings and prepare itineraries to ensure all employees are on the same page
• Management of service desk travel
  

Added Responsibilities

• End to end ownership of customer voice.
• Transform user experience by taking appropriate steps in sync with service desk management
• Gather customer feedback via different inputs, analyse and take appropriate action to resolve customer issue in a satisfactory manner
• Help service desk management in maintaining agreed levels of customer satisfaction
• Find ways and best practices to measure customer satisfaction and improve services., NPS , CSAT , what going on , etc
• Be an advocate & voice of the customer in global service desk
• Analysing statistics or other data to determine the level of customer service the GSD is providing.- PARETO ANALYSIS, different cpmarion matrices , decomposition technique, white belt six sigma, ways of capturing voice/
• Producing written information for customers, at various levels and forums- etc dashboard, reporting structure, understand the formatting.
• Improving customer service procedures, policies and standards for the GSD. Keeping ahead of developments in customer experience by reading relevant journals, going to meetings and attending relevant industry forums.
• Meeting with other SM, SLO, Technical Teams, Exams Team etc. to discuss possible improvements in customer experience.
  

Information Security

• Ensure that their workforce are aware of the information security policies and comply with them
• Ensures that the team complies to ISO 27001 and IGA related requirements
• Send account opening requests effectively
• Disable accounts immediately for leavers and Absconders /on long leaves
• Document and monitor / review access levels of his/her team
• Provide security awareness and education to team
• Manage Records to ensure compliance to Freedom of information act
  

Main accountabilities

Team Assistant

• Asset management of joiners & leavers specially within GSD
• Arrangement and co-ordination of all the internal, external meetings/workshops of/for GSD
• Managing all the leadership team meeting trackers/minutes
• Taking care of subjects related to asset allocation while co-ordinating with local IT and Admin team i.e. conversion of MITEL to Teleworker solution to enhance the capability of GSD and assigning to service desk staff
• Ad-Hoc subjects such as internet bill reimbursement, deactivation/collection of dongles
• Maintaining the asset register and keeping it updated in a timely manner
• Capturing, tracking and updating GSD employee data
• Arranging and co-ordinating engagement activities such as GSD Tech Talks, RnR, Annual events, Fun activities, and the staff sessions
• Co-ordination with other team like procurement, admin, HR, Local IT, BA for all functional requirements and escalations
  

Added Responsibilities

• Reporting
• Publishing different types of reports like daily, weekly, transactional, and experiential reports to different stakeholders
• Share CSAT report and numbers with stakeholders
• User Connects & Interviews
• Connect with users based on the DSAT information
• Based on the survey result, conduct the interviews with users
• Meeting and co-ordinating with other SM, SLO, Technical Teams, Exams Team etc. to discuss possible improvements in customer experience
• Collate the communication for GSD and share with the relevant stakeholders
• Award hunting and submissions
• Help service desk management in maintaining agreed levels of customer satisfaction.
  

Role requirements

Passport requirements/right to work in country

Candidates are expected to have researched whether they have the right to live and work in the country in which the role is based. Given that our offices have different legal status depending on the work we do in those countries, we recommend that you contact HR in country for additional information on the likelihood of securing a visa. Only at its discretion will the British Council provide support so please check first whether visa support is offered.

Qualifications

Graduate

Role specific knowledge and experience

Minimum/essential

• Proficient in English Communication Skills (verbal & written).
• Knowledge of customer service principles and practices(Both Voice, Chat & E Mails related)
• Good Computer (MS office) and keyboard handling skills
• Good working knowledge in Microsoft technologies, networking and troubleshooting..
• Good knowledge of ITIL based processes. ITIL Foundation
• Stakeholder Management
  

Desirable

• ITIL intermediate certification preferred.
• MS certification preferred
• CCNA preferred
  

Experience

• 2-3 years experience in a service desk environment
  

Role specific skills

• Understanding Service Desk Operations
• Knowledge of customer service principles and practices
• Customer service orientation
• Ability to inspire and support people
• Good people and interpersonal skills to build effective relationships with all levels of professionals.
• Ability to plan well and prioritize work
• Good decision-making and communication skills
• Excellent fluency in English
  

Proactive approach with focus on problem analysis & resolution

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.