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.

Role Purpose:

To improve quality of IELTS test taker journey in MENA through the delivery of the new IELTS counselling service with the intent of guiding customers to achieving their desired scores.
To use captured data to proactively seek eligible customers for the new Counselling service.
Managing caseload of customers over extended periods of time.
In-depth understanding of Teaching & Exams products in order to be able to create curated learning plans for service users. Providing recommendations on IELTS preparation product
gaps.

Main Accountabilities:

Counselling Services

• Provide information to potential and current IELTS users via face to face, telephone, WhatsApp and e-mail by being the main point of contact for eligible or enquiring customer about the Counselling Service.
• Identification of potential customers through multiple sources inclusive of; Customer Service referrals, enquiries, extracting relevant registration data from ORS2 and cold calling.
• Assess current English level through the administration of receptive skills testing and supporting Teachers who will carry out productive skills testing.
• Create bespoke learning plans for service users through a mixture of free and paid IELTS products to develop English language skills and help users achieve desired score.
• Update service users’ profile after every interaction.
• Meet individual and team targets set for Teaching Centre and Exams registrations
• Signposting and guiding service users to the correct function to assist in the remedying their issues. Liaising with Customer Service, Exams, Teaching Centre to ensure customer receives a satisfactory outcome.
• Promote the sales of IELTS Examinations products including Examination based courses.
• Identify and make recommendations on product gaps to relevant function.
• Collect feedback from customers actively and forward it to relevant stakeholders as required.
• Ensure that relevant guidelines and policies are applied and followed in the areas of: Data Protection, Child Protection, Health & Safety, Equal Opportunities and Diversity, and Anti-Fraud.

Sales and Support to Business Growth

• Support the business growth of Teaching Centre and Examination departments by achieving targets set out for the year.
• Convert enquiries into sales by registering customers for the appropriate British Council service or activity to meet business targets, offering them proactive support to facilitate the process, inclusive of follow-ups
• Pro-actively cross sell and upsell British Council products and services to new and existing customers
• Liaise with Customer Service to take payment from Counselling service users in person or via the online link and track payment progress.
• Achieve the monthly target.

Training and development

• Attend all briefing and training sessions as requested by the British Council Counselling service.
• Complete all mandatory training modules: Data Protection, Child Protection, Health & Safety, Equal Opportunities & Diversity, Anti-Fraud, Identity Checks as required.
• Ensure that product knowledge is always up-to-date across all IELTS products.

Administrative, Financial and IT duties

• Be responsible for daily and monthly cash handling and financial reconciliation in accordance with Essential Finance Policies and Standards.
• Perform customer service related administration tasks in a timely manner to ensure smooth running of Customer Service operation
• Use IT efficiently and in accordance with IT policies and standards

About You (essential requirements for the role):

• The British Council systems and global processes operate in English. Excellent written and verbal proficiency in English is must (C1 level).
• Arabic proficiency should be at B2 level.
• Secondary school certificate
• 2 years’ customer services and sales experience
• Should have Telesales experience
• Must have excellent communication and listening skills

Desirable requirements for the role:

• University degree/diploma in Sales
• Advanced skills using Excel and PowerPoint

Further Information 

• Role:   IELTS Counsellor (35528)
• Number of positions: 1
• Pay Band: BRC-2J
• Location:  Jordan
• Salary : Gross 450 JOD
• Contract type:  Fixed Term contract – local (6 months)  
• Closing date:  8th January 2023
• Other:  This role is open to candidates who have the right to work and are located in Jordan.

*Please note that all applications should be submitted only in English.
*It is advisable to apply in advance to avoid any technical issues at the last moment.
*The role might include non-standard working patterns, such as weekend or evening working, working remotely for other countries

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.

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