Customer Services Manager

British Council Alger, Algérie
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  • Secteur d'activité Services
  • Date d'expiration 31 Janvier
  • Nombre de postes 01 poste ouvert
  • Niveau de poste Confirmé / Expérimenté
  • Niveau d'étude (diplome) Licence (LMD), Bac + 3| Master 1, Licence Bac + 4| Master 2, Ingéniorat, Bac + 5

Role purpose :

  • The post-holder will lead the team of Sales and Customer Services across the country, demonstrating the values, behaviours and knowledge required by Customer Service professionals to ensure the quality and efficiency in service delivered to internal and external clients increase customer satisfaction, loyalty and retention to meet their expectations.
  • To develop and implement a customer services strategy for the country in accordance to the global/ regional customer service strategy.
  • To provide decision support for Teaching & Exams management by collecting, analysing and reporting current customers’ data from all centres.
  • Focus on increased income, engagement, impact and developing the sales approach for the country.


About Us :

  • The British Council is the UK’s international organisation for cultural relations and educational opportunities. We create friendly knowledge and understanding between the people of the UK and other countries. We do this by making a positive contribution to the UK and the countries we work with – changing lives by creating opportunities, building connections and engendering trust.  We work with over 100 countries across the world in the fields of arts and culture, English language, education and civil society. Each year we reach over 20 million people face-to-face and more than 500 million people online, via broadcasts and publications. Founded in 1934, we are a UK charity governed by Royal Charter and a UK public body.
  • We opened in Algeria in 1962 (officially in 1981) and moved back office in British Embassy during the 1990s, re-opening with a greater public interface in 2006. The operation is very much focussed on the Education, and English and Exams SBUs, and delivers smaller arts and society projects.
  • The Teaching Centre opened in April 2015 and has grown rapidly. Following the signing of a bilateral cooperation agreement between the UK and Algerian governments our work supporting the reform agendas of the ministries of education and higher education, most notably in English, has increased. We are seen as a trusted partner and service provider to those wishing to access UK education, international qualifications and English language expertise.
  • Examinations work focuses on providing access to high quality UK qualifications to Algerian customers, thereby facilitating the building of relationships with our target audiences, and improving the employment prospects of young Algerians, whether at home or abroad.
  • The British Council is an equal opportunities and diversity employer, and the post-holder will play a role in ensuring that Equality, Diversity and Inclusion polices are consistently applied throughout operation.
  • The British Council has a fundamental duty of care of all children engaged in activities with us under our mandatory Child Protection Policy. All our employees must be familiar with and follow the Child Protection Code of Conduct. The British Council affirms the position that all children have the right to be protected from all forms of abuse as set out in article 19, UNCRC 1989.


Opportunity :

  • To contribute to the development of an efficient integrated and motivated Sales and Customer Services team which champions British Council values and customer service excellence and work effectively with colleagues across all activity streams.
  • To promote the sales of Teaching Centre and Examinations products and services.
  • Monitor staff performance and address issues when needed.
  • Financially responsible for customer service team, ensuring plan is met, in collaboration with country financial plans.
  • Develop and enhance (in conjunction with the regional team) a globally aligned customer journey for teaching centre.
  • Review and consider customer service alignment to the Emerging Operating Model for teaching, and similarly consider this for exams.


Successful Candidates :

Suitable candidates should have:

Minimum/essential requirements:

  •  C1 level English
  • Fluent Arabic and French.
  • University degree or relevant.
  • 01 Year of Experience in a sales-focused role.
  • 03 Years of Experience in Management role.

Desirable requirements : 

  • British Council product knowledge
  • Experience working in academic or educational environment
  • Call Centre or Face to Face operations background 

 Benefits Package :

  • Pay Band  G : Gross Salary 125,000.00 DZD (Before tax and social security deductions)
  • Transportation allowance : 2,000.00 DZD
  • Food Allowance: 5,000.00 DZD

Closing Date :

  • If you are interested in applying and feel that you are suitable for the role, please apply before 30.01.2019  (23:59 DZ Time) 


Customer Services Manager

British Council Alger, Algérie

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