Role Purpose: The Corporate Services Officer (CSO) co-ordinates the details of service delivery execution for corporate contracts and leads on financial management and customer care duties towards our corporate clients from the B2B, B2G and B2I sectors. The postholder is involved throughout the customer journey from the initial signing of contract through the delivery stages, and finishing with the organisation of end of course learner reports and feedback. This is then followed by further engagement with the client and the cluster Sales Account Manager on future agreements and details of repeat and/or new business. Liaising effectively with Operations and Sales and Customer Service teams locally and regionally, the CSO will engage frequently with contracted corporate clients to ensure delivery standards are maintained and the financial management of each contract is carried out compliantly and to agreed deadlines. The role is a critical one as the postholder leads the back end processes once sales opportunities have been closed with our growing number of corporate clients. Main accountabilities but not limited to the following: Service and product delivery support Delivers a range of administrative and/or customer services within agreed corporate procedures, to maximise quality, continuity and efficiency. Ensures student registration, customer care and re-registration processes are compliant with corporate policies and support effective teaching, learning and service standards. Maintains accurate records (for example, customer and financial) that are compliant with corporate requirements. Drafts routine and some non-standard documentation, reports or financial analysis/reconciliations. Performs basic analysis and review data/tasks/information, to support process improvement. Provides logistical support within the Teaching centre and supports delivery of internal and external activities, to ensure they run smoothly and efficiently. Financial Administration Invoices clients in line with financial compliance Manages corporate payments and monitors debt as part of debt control team in country/cluster Organises legal documentation and keeps accurate records of government support schemes and funding organisation scholarships linked to corporate contracts Runs essential SAP and TCMS reports on agreed financial timetable to support monitoring of corporate income and maintenance of audit trail Customer Support Works closely with Customer Management team in the registering and onboarding of customers (including B2B placement/testing) Liaises with Customer Management to manage changes/amendments to B2B and B2B2C class lists Informs Delivery team of concerns flagged by clients to help make improvements in customer experience Reporting and feedback Leads on process for end of course reports and certificates for B2BIG clients \xe2\x80\x93liaising effectively with Ops and Delivery teams, and ensures all deadlines met Runs feedback/ M&E system and collates results for presentation to client stakeholders and sales colleagues Customer retention and future courses Listens to client needs and requests re future cohorts and new courses Works closely with Sales & Account Manager to provide accurate and timely data to client and to build opportunities for repeat and new business Managing self and others Tasks and coordinates others (e.g. internal colleagues or external contractors/suppliers) to complete time-limited, straightforward activities, within established procedures, in order to ensure efficient delivery of services. Monitors task completion to agreed quality and time standards Role specific knowledge and experience: Essential 3+ years of customer management expereince Proficient user of SAP or equivalent financial software Familiarity with Salesforce or use of similar CRM Desirable Sales related experience in large sectors (e.g financial services, media, pharmaceuticals tourism etc) Further Information: Pay Band: 4 / Grade H Contract Type: Fixed Term Contract, 2 years Location: Kuala Lumpur, Malaysia Requirements: Candidates must have the right to live and work in the country in which the role is based. Diploma or University degree in a relevant subject or discipline Local language at C2 level for speaking and writing. English level at B2/C1 speaking and writing Interested candidates may also submit their application via British Council career webpage. Link as below. https://careers.britishcouncil.org/job-invite/36477/
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 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.
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