Sales and Customer Management Supervisor
1 week ago
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.
**Role Purpose:
- The main duty of this role is to manage a team to generate and/or raise interest level of prospective customers to purchase a course from the Teaching Centre activities, including booking them level tests and/or consultations/trial and demo lessons and promotion activities with the British Council.
- Supervise a team of Sales & Customer Management Officers in the branch to ensure top quality, welcoming and efficient integrated customer engagement experience to all new and existing customers while meeting all KPIs in order to enable the British Council to meet its business targets and objectives.Work closely with Branch Manager to ensure the branch meets and exceeds the sales and customer management targets and KPIs Work closely with Branch Manager and HSCM to build a high performing team and embed a results-orientated sales and customer management culture in the SCM process, share the same best practice and standards with other branches
**Main accountabilities but not limited to the following:
**1. Center Management**
- To act as the role of branch manager during branch manager’s absence
- To conduct sales review together with branch manager and HSCM with accurate data and latest leads management information
**2. Sales**
- Respond to all SCM related enquiries and to ensure that SCM Officers answer all sales and customer management enquiries professionally with the purpose of generating excitement and interest in our products and driving the customers to visit the centre for a face-to-face consultation and register to English Courses according to the British Council’s standards
- Follow up leads as assigned and encourage customers to visit the centre for consultation services and registration and to provide a report of leads follow-up result
- Give suggestion on classes to open in each term to BMs to reflect the mainstream of customers’ demands
- Ensure that SCM Officers reply all SCM enquiries professionally
- Provide consultations to all prospect/leads by identifying/building up their needs, solve issues and concerns and recommending a course that best suits them in order to close the deal
- Ensure the SCM officers are equipped with a high level of sales and customer management competencies
**Customer management**
- Provide an exceptional level of customer engagement to all existing customers to ensure that all their needs and requests are taken care of
- Handle complaints/feedback according to the Complaint Management Policy
- Follow up with existing students on incidents e.g. absent/movement and cancellation or failing students
- Arrange and support meetings with the Branch manager, teachers and translationScreen/examine all credit and refund request before submitting the documents to Branch Manager.
**To lead the SCM officers, Registration of new customers for Teaching Centre and Exams**
- Ensure that all new customers are registered and understand the reasons for non-registrations
- Ensure that waiting list records are regularly updated, followed up and maintained
- Ensure that all records updated and maintained accurately
**Re-registration of existing customers for Teaching Centre**
- Ensure that all existing customers are informed of re-registration periods in writing, in-house poster, telephone calls, SMS, Line group and class visits in a timely manner
- Lead the team to make regular follow up telephone calls to existing customers during the term with the purpose of engaging customers, maintain positive customer relations and encouraging them to re-register
- Ensure that waiting list records are regularly updated, followed up and maintained
**Administration**
- Register/reserve/waitlist students in appropriate classes and details are entered in the systems accurately
- Handle registrations in the system and ensure that payments received for course/placement test/examination registration and other products/services of SCM Officers are accurate before sending the report to Finance & admin staff
- Process all refunds in a timely and accurate manner
- Follow up aged debtor report list, inform customers to spend their credits in the system
**Consultation and level test**
- Book a level test and enter details in the systems accurately
- Ensure that consultation timetable sheet is created with accurate information and prepare on a monthly basis with updated informatio
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