Head of Customer Service Nigeria

Job type: Indefinite Reports to: Martin Akubue (Country Exams Manager) Starting Salary: 6,604,753 Naira gross per annum Closing date for applications: 23rd November 2014

Nigeria is one of the largest economies in Africa. It is also the most populous country with over 170 million citizens. The UK is its largest trading partner. Nigeria holds significant political power in the region and internationally and its society retains a positive attitude to the UK. There are therefore major opportunities for the UK and BC to increase influence, income and, through this, our impact by building on our strong existing relationships with the Nigerian government, institutions and customers/audiences. However, there are complex and substantial risks to this work i.e. security and compliance. Nigeria is the British Council’s largest operation in sub-Saharan Africa with offices in 4 cities – Port Harcourt in the south, Kano in the north, Abuja the Federal capital and Lagos the commercial centre. Our 170 staff work across a range of states delivering large scale contracts, partnership programmes, examinations, projects as well as services in Arts, Education & Society and English & Exams. We are already achieving substantial impact and income (2012/13 turnover was £19.8 million) and have plans to grow and develop our impact further. Partners and clients include government, public and private institutions, foundations, private sector organisations and civil society. We work closely with the wider UK team including DFID and UKTI
Head of Customer Service

Job Type
Full Time

Qualification
BA/BSc/HND

Job Field
Customer Care

Purpose of job: Ensure the highest quality British Council Customer Experience is delivered consistently across Nigeria. . Regularly evaluate the quality of service provided through customer feedback, recommend and make improvements accordingly. Lead the Customer Services Team, demonstrating the values, behaviours and knowledge required by Customer Service Professionals.

Applicants must have: Right to work in Nigeria

Method of Application

Interviews will be held face to face in Lagos only at the times advertised. The application process includes a language and aptitude test, job shadowing for a couple of hours and a presentation during interview. We welcome applications from those from the Hausa/Fulani communities, as these are under-represented in our staff.

Closing date: Midnight Sunday 23rd November
Short-listing: Week commencing 24th November
Language and aptitude testing: Week commencing 1st December
Job shadowing: Thursday or Friday, 4th and 5th December
Interviews and presentations: Tuesday 9th December

Interested applicants should Click here to apply
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The British Council is committed to a policy of equal opportunity and is keen to reflect diversity of UK society at every level within the organisation. We welcome applications from all sections of the community. In line with the British Council’s Child Protection policy, any appointment is contingent on thorough checks. In the UK, and in other countries where appropriate systems exist, these include criminal records checks