Branch Manager

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:

To work closely with Head, Sales & Customer Management in the Adults specification to develop and execute sales strategies for the professional handling of enquiries and registrations for English services with the purpose of achieving the targets set out by the management. To build, lead and motivate a skilled sales team to deliver sales targets. To proactively engage with internal stakeholders to ensure KPIs and business needs are met. To build and lead Sales and Admin teams that are highly motivated to deliver KPIs and first class customer care to all our new and existing customers. To proactively engage with internal and external stakeholders to ensure KPIs and business needs are met.

Role Context: 

Be an active member of the Teaching Centre Management Team informing decisions on action and strategy to ensure the sound financial performance of the centre sales Build, lead and line-manage a highly performing target driven centre Establish efficient and effective sales processes and procedures to meet the strategic aims of the business Maintain a clear understanding of changing customer needs / preferences and threats and opportunities in the external environment. Ensure the Teaching Centre Management Team are fully briefed on any changes / developments in this regard Prioritise marketing and relationship building as key responsibilities and ensure appropriate levels of communications are maintained with both internal and external customers in terms of professionalism, content and frequency Monitor and report on a regular basis to the Teaching Centre Management Team on performance of the Sales Team and the business against all targets and prepare data as required Ensure all administrative duties of the Sales Team are completed accurately and on time and all British Council policies are adhered to where relevant

Main accountabilities but not limited to the following: 

General

- Actively contribute to Teaching Centre decision making and strategy

- Demonstrate strong leadership and team-working skills and engage positively with colleagues

- Espouse and uphold British Council values and behaviours

Establishing efficient and effective strategy, processes and procedures

Review current business practices and performance and create a strategy and plan to achieve sales targets Review and analyse tasks and duties of Sales Team and make recommendations to improve efficiency and effectiveness of the roles Agree with TC Management Team and Regional Sales Manager KPIs to track and set sales targets Implement a financially sustainable, efficient and flexible staffing model to meet changing business needs Prepare data for planning, budgeting and forecasting exercises and as required by TCMT (Teaching Centre Management Team) Ensure BC policies and procedures are followed in terms of the finance function; HR function and Equality, Diversity, and Inclusion

Team management

Ensure team members fully understand their role, responsibilities and duties and have agreed targets to work towards and a clear job plan Identify any gaps in skills / knowledge and organise appropriate training to ensure staff are equipped to perform their duties Establish results orientated sales culture with the team providing excellent levels of customer service Work closely with each team member to achieve continuous improvement in performance Improve and maintain the level of product knowledge of the Sales Team through regular meetings and joint working initiatives with Academic Managers and the Teachers Track and monitor both individual and team performance against all targets on a daily / weekly and monthly basis and report to TCMT with any recommendations for action

Customer Management and Finance/Admin

Work closely with the centre senior teacher at all times to ensure the scheduling of classes /courses matches customer preferences Create and implement systems for obtaining reliable feedback on all aspects of operations Ensure feedback from teachers and other TC stakeholders is sought at regular intervals and acted on Present data and recommendations for action to the TCMT Undertake regular review of competitors and make recommendations to the TC Management Team regarding strategy, marketing, products and services Monitor the external environment and alert the TCMT to any threats /opportunities / risks Ensure SMS/CRM records are maintained accurately and on time

Monitoring and reporting

Track and monitor both individual and team performance against all targets on a daily /weekly and monthly basis and report to TCMT with any recommendations for action Prepare data for planning, budgeting and forecasting exercises and as required by SMS

Role specific knowledge and experience:

 Essential

Minimum 7 years of experience managing Sales and Customer Management staff, preferably in the consumer product sales and service industry. Experience of leading and managing a team of min. 5 staffs Experience of driving business improvement and / or levels of customer service or change projects.

Desirable

Experience in managing within an educational institute or strong consumer product sales industry. Experience of working with children Knowledge of CRM(SalesForce) Experience of safe planning, organization and delivery of activities for children.

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