Csa Role Profile Cluj

Job Description
Role Profile
Job Title Customer Services Adviser
British Council
Directorate or Region Romania
Department/Country Romania
Location of post Cluj Napoca Pay Band J
2 years with possibility of

Reports to Centre Manager Duration of job extension
Purpose of job:
To deliver high quality services to internal and external customers and clients, which meet their needs
and enable the British Council to achieve its objectives. To project a professional image of the British
Council and the UK by providing a high quality, welcoming and efficient integrated service.
Context and environment: (e.g. dept description, region description, organogram)
The Romania office is part of the British Councils EU region and is active across the spectrum of
project and partner activity in Arts, Education and English. We see English, via global products,
Examinations Services and teacher training, as the area where we can achieve most impact and
most closely meet local needs. The following are particularly important in the way we work:
a) we integrate all aspects of our work regardless of how they are funded;
b) we are entrepreneurial in seeking and exploiting new opportunities;
c) we focus on delivering excellence to the customer in order to achieve maximum impact;
d) we work with and through partners to ensure that our work is relevant and to increase
impact and sustainability;
e) we are forward-thinking in our use of new technologies to communicate with our
audiences;
f) we are clear and confident about our offer to partners and customers: access to UK
excellence; our reputation as a trusted partner and provider; our ability to work across
sectors; our access to international networks;
g) we put our values people, creativity, mutuality, professionalism, integrity at the heart
of our work. We are committed to equal opportunity and to the celebration and promotion
of diversity and inclusion
Accountabilities, responsibilities and main duties:

(including people management and finance)
1 of 4 Recruitment Team May 2017

1. Answering enquiries - delivering frontline, phone, e-mail to internal and external customers as per
agreed standards.
2. Pro-actively cross-sell British Council services to enquirers
3. Promoting British Council services by participating in various events, education fairs and presentations
and helping organize exams marketing activities (seminars for teachers, managing informational
material).
4. Contribute to the implementation of library strategy/marketing plan/communication plan to ensure
outputs are achieved and targets and standards are met as agreed with the Centre Manager (collection of
Customers Suggestions, library tours, presentations of services).
5. Delivering registrations for Library, Exams, BritTeen workshops, seminars and handling the documents
to be delivered to Library and Exams customers (folders, receipts, forms, invoices, administrative
documents).
6. Receiving and handling of British Council revenue in cash or by card. Ensuring the confidentiality,
accuracy and safety of documents and transactions
7. Assisting the Exams Centre Manager in administering Cambridge English examinations and seminars
for teachers (promote and cross-sell British Council Exams, relationship maintaining with current
preparation centres, contacting new preparation centres, seminars promotion and registration, preparing
& despatching of seminar materials);
8. Assist the Centre Exams Manager in the effort to increase awareness and candidature of Cambridge,
IELTS and APTIS exams in the allocated region as well as test administration prior, during and after a
session.
9. Customer Services and Child Protection Representative; Supporting the Bucharest team in
implementing new strategies and procedures in Cluj, which match the British Council values and
aspirations as an organization;
10. SAP responsibilities parking and posting of local income, PO raising, daily reconciliations.
11. Coordination and implementation of local projects in which British Council Cluj is involved either as
partner or organiser (e.g.: British Documentary).
All tasks will be carried out to the satisfaction of customers, in accordance with QS and board regulations
and by deadline.
Key relationships: (include internal and external)
- Cambridge English consultants for YLE exams especially (external)

- Exam candidates (external)
- venue partners, contracted vendors (external)
- Cambridge English Local Presenters, exam venue staff (external)
- State and private school representatives, language centres, teachers of English (external)
- exams Business Development Managers, Exams Coordinators (internal)
- Exams and TC representatives in Bucharest (internal)
- Relevant exam staff, locally contracted staff (internal)
Other important features or requirements of the job

(e.g. travel, unsocial/evening hours, restrictions on employment etc)
Unsocial hours may be required both for various events, as well as monitoring weekend exams sessions
and teacher development seminars.

Please specify any EU National
passport/visa and/or nationality
requirement.
Please indicate if any security No
or legal checks are required
for this role.
Person Specification
Desirable
Essential Assessment stage
Behaviours Being Accountable Creating shared Interview

Putting the needs of the team or Purpose (Essential)
British Council ahead of my own Communicating an
Working Together (Essential) engaging picture of
how we can work
Establishing a genuinely common goal together
with other
Shaping the Future Interview
Connecting with Others (Essential) (Essential)
Making regular opportunities to Looking for ways in
understand others better which we can do
Making it Happen (Essential) things better
Delivering clear results for the British
Council
Skills and Communication skills Basic financial skills Short listing

Knowledge Reading and Writing Skills (Level 1) Monitoring, evaluation and Interview
Speaking and listening skills (Level 1) and reporting (Level
1)
Understanding purpose (Level 1)
Marketing and
Understanding the audience (Level 1)
Customer services
Admin & Organizational skills
Understanding
Managing Relationships with potential markets/
customers, clients & stakeholders customers (Level 1)
(Level 1)
Understanding
Communication
customer needs
Understanding purpose ( Level 1) (Level 1)
Understanding the audience (Level 1) Responding to
Computer Skills customer needs
Using Outlook (Level1) (Level 1)
Using Excel (Level1) Obtaining and

evaluating feedback
Using PowerPoint (Level1)
(Level 1)
E-learning (Level 1)

Experience Experience of administrative and Experience of Short listing
organisational tasks successful customer and Interview
and client
management
Experience of successful customer
and client negotiations situations
Uses IT with confidence
Very good communication skills in

both Romanian and English (CEF
level B2/C1)
Qualifications Bachelors/ first degree ( completed or Short listing and/or
in progress) interview
Submitted by Zoltan Popescu Date 12.05.2017

Csa Role Profile Cluj

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Job Description

Job Title Customer Services Adviser

Location of post Cluj Napoca Pay Band J

2 years with possibility of

Context and environment: (e.g. dept description, region description, organogram)

Accountabilities, responsibilities and main duties:

1 of 4 Recruitment Team May 2017

Key relationships: (include internal and external)

- Cambridge English consultants for YLE exams especially (external)

Other important features or requirements of the job

2 of 4 Recruitment Team May 2017

Behaviours Being Accountable Creating shared Interview

Skills and Communication skills Basic financial skills Short listing

Using Excel (Level1) Obtaining and

3 of 4 Recruitment Team May 2017

Uses IT with confidence

Very good communication skills in

Submitted by Zoltan Popescu Date 12.05.2017

4 of 4 Recruitment Team May 2017

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