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The purpose of this role is to provide administrative assistance to the British Council MarketPlaces Balance strict adherence with the procurement policies & processes and local content of the country specific uniqueness and external financial regulations Check that Purchase Requests received from the countries comply with BC corporate procurement policy & relevant Material Group Governance of sufficient & compliant supporting documents are submitted accompanying the Purchase Requisitions prior Purchases order conversion Convert incoming Purchase Requisition into Purchase Order via the P2P system (SAP) Create and maintain procurement records, supporting documents retention, including electronic records in SAP, and other systems whilst ensuring accuracy and integrity of data Reconcile or resolve value discrepancies Act as point of contact between country operational teams and SSC re payment Follow up with MarketPlace supported countries on down payments and operational advances clearance in line with corporate policy Management of new vendor creation & amendment requests through VC portal Purchase Orders amendment & reconciliation Submit Intercompany POs amendment requests Creating Spend Reports & analysis Be vigilant on fraud and compliance with the Procurement policy with country specific dynamics incorporated as guided by the MarketPlace Partner Ensure all Approved Supplier List Purchase Requisitions are approved by the relevant MarketPlace Partner for Purchase Order creation, and challenge countries where a suitable preferred supplier exists Maintain and update contracts database as required Gather data on direct supplier feedback and update the quantitative and qualitative supplier measurement and feedback system Perform quarterly interview with key stakeholders for supplier feedback to feed into the quarterly contract relationship meeting with key suppliers
Our courses for adults and children are increasingly managed through the use of technology with services like registration, online payment, attendance records, certificates and reports delivered through a cloud-based platform (TCMS). The Teaching Centre Operations team are responsible for enabling the student’s learning experience through technology and face to face to face engagement. The role will suit someone comfortable with working with new technologies but also strong interpersonal skills to deal confidently with students, parents, teachers and other staff. Delivers a range of administrative services within agreed corporate procedures, to maximise quality, continuity and efficiency Provides logistical support to the organisation and delivery of teaching and registration as well as other internal and external activities/events, to ensure they run smoothly and efficiently. This includes setting up of classrooms as per British Council standards guidelines, rearranging furniture and layout with contracted staff Proactively communicates and liaises with others (internally and externally) to ensure effective coordination and delivery of events, services and activities Ensure all classroom IWBs are working properly by performing basic troubleshooting and escalating issues to IT Technician as required Report maintenance issues with premises and equipment to Business Operations team Supervises administrative and logistical services Assisting in office administrative tasks such as, but not limited to, clerical work, filing, scanning, archiving, updating documents and data bases Maintains accurate records as they relate to the work area Assist the Marketing Officer with maintaining records of promotional materials Monitors and takes responsibility for small-scale resources/cash/stock, following established procedures and ensures that equipment and materials are available and ready to use when needed. To monitor cleanliness of the British Council building to ensure all classrooms and public areas are neat and tidy as per British Council standards, particularly at class change over and after hours support. Reports any issues with the service provider to Business Operations team Acts as the point of contact for all deliveries for the Teaching Centre 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 external contractors/suppliers to complete time-limited, straightforward activities, within established procedures, in order to ensure efficient delivery of services. Monitors task completion to agreed quality and time standards.
The purpose of this role is to coordinate the safe handling in accordance to compliance standards, of confidential materials by during the multiple exchanges in country. This includes movement and activities related to the primary storage area known as the Confidential Materials Room (CMR). In addition, this role is also responsible for the coordination of exam venues and logistics across all products. Ensures proper script receipt tracking, packing and return OR scanning, store and shredding Coordinates tasks to reconcile exam materials and papers received are as per plan, escalate any discrepancies. Undertakes sorting and packing of exam materials for designated test venues. Coordinates the functions of confidential materials handling and the Confidential Materials Room (CMR) to ensure British Council standards are met in set up and day to day operations. Undertake handling of suitcases and storage materials for distribution ordering and budget management. Undertakes planning for Test Day resources ordering, quality, distribution and management (e.g. process guides, stationery, branding/signage/ technical equipment – speaking test/hand scanners) Coordinates examination venues, including contract production (once negotiated), day to day relationships, payments etc. Ensures the proper procedures and documentation is adhered to when handing over to courier. Owning overseeing stamping process in line with Stamping & Verification Policy, verifying &approving Provides timely escalation of issues, enabling the adaptation of work plans where necessary. Supports continuous improvement in efficiency/cost effectiveness/quality of service delivery/systems in the team. Plans and prioritises own work activities, which span across a range of different work streams, responding to changing and at times competing requirements to ensure effective delivery of responsibilities over a weekly/monthly time horizon. Responsible for ensuring On-Screen Marking of exam scripts for IELTS Undertake dispatch and delivery of exam papers to UK awarding bodies as per exam board deadlines and quality standards
The purpose of this role is to assist with the delivery of an integrated service to corporate standards which meets the needs of internal and external customers to enable all departments to meet their agreed targets: Assisting in answering all types of first level enquiries relating to British Council activities in country. Assisting with dealing with second level (specific) enquiries or referring them to the appropriate person within the office who can deal with them. To register customers and to collect income received and transfer it accurately. Use relevant systems to maintain records on the system & complete daily reconciliations. Deliver accurate and friendly registration services to Teaching Centre students and Examinations candidates to meet customer needs and to enable targets to be met Handling Exams and Teaching Centre back office tasks within the Service Levels Agreements agreed and according to Quality Standards and guidelines Inputting customer data on TCMS. Requests for transfers and refunds are processed according to Teaching Centre & Examinations policy Corporate clients are preregistered and registered according to Teaching Centre policy. Ensure all materials and displays are always up to date and shelves are accurate appropriately classified, labelled, displayed and sign-posted in the Reception area. Comply with HR policies and practices including all the aspects of performance management, employment policies, recruitment practices which meet the corporate standards, Child protection & Equal Opportunity & Diversity policy.
The purpose of this role is to project a professional image of British Council and provide a high quality, welcoming and efficiently integrated enquiry service for the full range of the British Council’s English and Exams activities, product and services through the call centre. To meet customer Service Excellence standards in all contacts with customers. Call Centre agents spend their shifts answering customers calls across a number of areas (Teaching Centre, Exams, programs, projects. etc), including answering enquiries, handling complaints, providing information and troubleshooting problems. To answer all incoming calls through our call centre to corporate customer care standards To answer all basic enquiries (according to definition provided) to satisfaction of customer To respond to telephone enquiries that need following up within 12 hours unless research is required, and the enquiry cannot be answered immediately. To acknowledge and state when answer will be provided if enquiry cannot be answered within standard period. To take messages in the event of a colleague's absence and to pass them on immediately using the agreed methods (email) Reports and call logs need to be maintained and updated on daily basis To approach customers proactively and offer help with finding information and using resources To deal with ‘first level’ customer complaints and suggestions to agreed standards To ensure customers are served to agreed standards To maintain close working relationship through briefings with teams about current and up- coming events and activities and the ways that they can be supported (e.g. provision of promotional flyers and/or posters detailing an education exhibition) To meet corporate customer care, Equal Opportunity & Diversity and enquiry handling standards To record statistics relating to enquiries accurately and to agreed standard To respond to emails and written enquiries within 2 working days To refer difficult/complex accreditation related enquiries that cannot be dealt with satisfactorily to Customer Service Officer and ensure that information is delivered to the enquirer within 3 working days Sales and customer service for the Teaching Centre and Exams products and services (cross- selling) Administrative support to the Teaching Centre and Exams Dealing with general British Council enquiries To handle customers enquiries regarding services, products and materials are answered to agreed standards in an efficient, informed manner Process caller requirements in accordance with British Council’s approved operating procedures for Service Inquiry, Customer Support, Complaints, and related issues. This would include comprehensive data collection on caller details, service information delivery and query response.
The purpose of this role is to project a professional image of British Council and provide a high quality, welcoming and efficiently integrated enquiry service for the full range of the British Council’s English and Exams activities, product and services through the call centre. To meet customer Service Excellence standards in all contacts with customers. Call Centre agents spend their shifts answering customers calls across a number of areas (Teaching Centre, Exams, programs, projects. etc.), including answering enquiries, handling complaints, providing information and troubleshooting problems Answering all types of first level Social Networking Sites (SNS) enquiries relating to British Council activities in country. Assisting with dealing with second level (specific) enquiries or referring them to the appropriate person within the office who can deal with them. Applies knowledge of Data Protection and Freedom of Information standards and British Council Policies of Child Protection and Equal Opportunity and Diversity in all correspondence with customers Ensure that all customer inquiries are answered according to British Council Standards and timelines. Uses effective interpersonal skills to build rapport with customers and gets them more engaged with site. Controls the interaction with customers and effectively uses questioning skills to clarify customer needs. Understands and uses appropriate social media tools depending on the context. Liaising with Customer Services Management and relevant stakeholders in Examinations Teaching Centre and Marketing to ensure that responses contain relevant information. Implement British Council Egypt's social media strategy, coordinating with stakeholders across the organization to ensure its effectiveness and adoption of relevant social media techniques into the corporate culture and into all of the council's services Manage customer’s inquiries during social media campaigns and day-to-day activities. Duties include online advocacy, writing editorial, community-outreach efforts, promotions Regularly feedback insights gained from social media monitoring into the Marketing, Communications and Programmes teams, to help them evolve their strategies in a timely fashion. To build British Council Egypt's reputation for social devotion across social media platforms. To create and maintain an up to date customer information database. To collect and analyse customer feedback, as required, including organising surveys, and collating and presenting results. To identify new customers behaviours and translate this into recommendations for teams working across social. To liaise with other British Council Egypt's teams to ensure the smooth delivery of regular and ad hoc services through social media platforms to customers. Provide statistical information on enquiry types and volume to Customer Services Management, to be cascaded to relevant stakeholders. Routing customer complaints through the appropriate process to ensure response and issue is addressed appropriately. Ensuring standard responses bank is continually up to date. Provide feedback to relevant parties about changes and updates needed on BC website and social media (Facebook) site.
The purpose of this role is to carry out day-to-day duties pertaining to exams operational finance and financial data analysis for planning and assist the country exams team with administration and financial management of exams products, programmes and projects. Monitor running cost expenditure (including devolved budgets) against agreed budgets; perform weekly/monthly line item checks Identify any discrepancies in the financial reports Validate & process all Off-line Payments before submitted to Financial Controller. Park/post Transfer & Refund payments on SAP and reviewing supporting documentation to ensure it is done according to exams refund policy and Exams internal refund process. Ensure the correct WBS’s and GLs are used to post expenses and Income. Responsible for parking/posting corrective journal entries where necessary Debts over 30 days are chased and up-to-date information maintained according to Debtor Policy. Preparation & post monthly accruals, support preparation of cash flow forecasts, and planning and forecasting exercise Prepare Exams Income reconciliation reports and ensure they are completed on time and in the format assigned comparing the expected income to the cash collected. Identify exams bank income both GBP and local currency and take appropriate steps to match and maintain the Business Partner Account Create board PRs on SAP and ensure P2P compliance within exams team, work closely with PO releaser and Market Place to ensure all transactions are in line with procurement policy & Controls. Validate ESO’s confirmation on each examination board invoice against schools registration report, and sales Invoices sent to schools in order to make the mirroring between income & Expenditure Make GR for examination board PO lines on the system based on the above-mentioned process & after getting the confirmation of receiving the service from the operational officers Match the board fee invoices with the sales invoices issued to the customers to make sure that the related income has been collected before processing the board fee invoices Scan Board fee invoices & send it to HUB team in order to be IR-ed & paid on its due date Filling all examination boards POs, invoices & supporting documents for further P2P process audit. Report &amp; Process all Exams Board Fee accruals on SAP after verifying with operational Managers Finance Manager & according to approval limits in DA. Report & Process All Exams Agency income/Board fee accruals on SAP according to the agreed process for these kinds of expenditures. Validate discount / free places transactions during preparing reconciliations to ensure all exams discount are in line with discount policy. New customers creation/amendments requests. Provide support to the Egypt Finance and Exams teams in all of the above areas, as directed by Exams Finance Manager.
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