Course Consultant Team Leader
4 개월전에
We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.
We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.
Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021–22 we reached 650 million people.
Role Purpose:
Lead a team to secure excellent sales results whilst ensuring a high-quality customer experience in handling enquiries about our English language Work closely with Branch Manager to ensure the team meets and exceeds the sales and customer management targets and KPIs Work closely with Branch Manager and HSCM to build a high performing team and embed a results-orientated sales and customer management culture in the SCM process Monitor quality of delivered work and to ensure the same best practice and standards with other countriesRole context:
This role is to lead the team to ensure that all sales and customer management duties are performed and execute the sales plan as assigned in a timely, accurate and professional manner Manage administrative and sales operation supports aligned with business requirements Liaise with SCM members of staff to ensure that the team is adequately and efficiently resourced to meet business demands Work closely with the Branch Manager to constantly identify areas for improvement and raise the performance standards for the team and any training needs Ensure both team and individual sales revenue targets are met or exceeded Ensure team KPIs targets (consultation turn-up rate, conversion rate, re-registration rate, refund rate, participation rate) are met or exceededMain accountabilities but not limited to the following:
New registration and Re-registration of students for Teaching Centre sales
Provide face-to-face & online consultations to all customers in the centre by finding out their needs, issues and concerns and recommending a course that best suits them Close the sale, maximising enrolment and protecting target achievement Be accountable for refund requests of sales made and minimize the refunds Proactively present accurate and relevant Selling Points and Unique Selling Points on services offered by British Council Korea Be the Single Point of Contact for prospects, guiding them through the journey from first enquiry to final sale Maximize opportunities for cross selling and up selling Maximise conversion rates of enquiries to sales figures by communicating features and benefits of BC offers, convincing and persuading prospects to enrol Conduct phone-based surveys/follow up from time to time on why students did not register with us or return to us Register/waitlist students in appropriate classes and details are entered on the British Council system accurately Be accountable for monthly sales targets by maximizing new and re-registrationCustomer Service Duties
Handle face-to-face & online (phone & email) enquires from customers meeting British Council standards in a warm, professional manner Be the first point of contact at Front of House for refund request and resolve all complaints/feedback Ensure that all records are updated and maintained accurately in a timely manner from time to time Distribute promotion materials to customers Support the students’ events and promotionsOther Customer Liaison and Follow Up
Revisit lapsed students via phone to reintroduce them to our products (warm calling) Conduct phone-based surveys from time to time on why students did not register with us or return to us Follow up with existing students actively with all products of students Handle with students who are absent, level changes, concern about the study etc. Arrange and support meetings with teachers and translation Ensure that all existing customers are informed of re-registration periods in writing, telephone calls in a timely manner Provide post-sales customer management support to all Teaching Centre students as required from time to time in a professional manner meeting Council KPIs Proactively share feedback received from current customers with the academic team to improve customer satisfactionData Collection and Reporting
Proactively collect and analyses market and business intelligence to improve offer, drive sales and support decision making Survey potential customers and analyses information to inform sales strategies and support decision makingLeadership and Line Management
Lead and support the team in achieving Team and Individual sales objectives (CR/ACP/Refund/Re-registration) Line manage Course Consultants Assist with recruitment, induction & training of Course Consultants[Support Duties]
Product Knowledge
Acquire and maintain an excellent level of product knowledge Liaise and train via product owners will be a necessary part of this with a proactive approach required Observe classes and hands-on experience of the product is requiredOffer Knowledge
Acquire and maintain an excellent level of pricing, discounting and offer or package knowledge in order to be able to counsel and guide students in their study pathways Liaise and train via sales and customer managers will be required—a proactive approach, including input and feedback from frontline customer experience is expectedSystems
Be proficient in using relevant systems, such as online booking system, OBS, CRM and TCMS to ensure the smooth operation of the Teaching CentreGeneral duties
Administrative duties in support of the Teaching Centre Business Support team’s operation, as designated by managers, attendance at regular professional development, training and skills programmes as required, any other duties or project work as assigned by the line manager Monitor equipment and furniture in FOH area to ensure in good working order/condition and stationary stock check in all classroom Ensure that all databases and reports are updated and recorded in timely, accurate mannerProject Work
Participate in projects as agreed in the performance management and professional developmentRole specific knowledge and experience:
Essential
Experience of working in a customer service/sales environment (and/or in the same industry)Desirable
Working experience in language institution or education organisationRole specific skills
Sales techniques (able to meet and exceed targets) Problem solving Data analysis skills Competent IT skills Excellent written and oral communication skills in Korean and English-
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