Location: Istanbul, Wider Europe, TR
Company: British Council
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.
 
Pay band: 4 (J)
Location: İstanbul - Maya
Department: Customer Services
Contract type: Fixed Term Contract
Duration: 1 year, with possibility to extend
 
Role Purpose
To contribute to the smooth running of the British Council’s Integrated Customer Service function by providing excellent standards of service in our contact centre, which handles telephone, e-mail and social media enquiries as well as occasional face-to-face interaction.
 
Main Opportunities/Challenges

• An Excellent career path and development opportunities inside the organisation in other SBU’s
• Learning and Development assessment annually depending on needs and requirements for professional development
• Needs excellent time management skills, also be able to work under pressure with time limits responding to various customer requests on daily basis via telephone and e-mail while gets along well with others

 
Main Accountabilities

• Provides excellent customer experience to all British Council customers and partners by maintaining the Customer Services standards in line with the Global Customer Services Policy and Framework for both offices in Istanbul.
• Handle enquiries and complaints effectively meeting or exceeding customer expectations by phone and email.
• Inform customers about available products and options that British Council provides.
• Provide integrated customer oriented service across all British Council products through effective coordination with all business units.
• Provide customer insight in order to improve customer experience .
• Ensuring website information is up-to-date and correct
• Responding  to customers’ requests for information, surveys or feedback
• Ensure all enquiries by channels are recorded on timely basis in our CRM system
• Ensure safeguarding and guidelines are applied in line with standards and policy for the following areas:
  • Child protection
  • Equality Diversity and Inclusion
  • Health and safety
  • Environmental Framework

 
Other general tasks

• PO raiser in SAP

 
 
REQUIREMENTS:

• Right to work in Turkey
• Turkish as native language
• English at Proficiency Level B1(minimum)
• Second language desirable (i.e. Arabic, Russian, Farsi)
• University degree or equivalent experience
• Previous experience in a Call Centre or Customer Services within last three years

 
ADDITIONAL INFORMATION:

• British Council Behaviours
• British Council Core Skills

 
Closing date: 21 October 2021 applications will close at 23:59 Central European Time
For more details on the position please refer to the Role Profile
A connected and trusted UK in a more connected and trusted world.
 
Equality Statement
 
The British Council is committed to a policy of equality and to valuing diversity and is keen to reflect the diversity of the societies in which we work at every level within the organisation. We welcome applications from all sections of the community. We aim to abide by and promote equality legislation by following both the letter and the spirit of it to avoid unjustified discrimination, recognising discrimination as a barrier to equality of opportunity, inclusion and human rights. All staff worldwide are required to ensure their behaviour is consistent with our policies. 
The British Council has Disability Confident Employer Status. We offer a guaranteed interview scheme for disabled applicants who meet the essential criteria for the role. Applicants are encouraged to highlight any specific requirements or adjustments needed to enable participation in the recruitment process.
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.