Corporate Services Officer
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 customer 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 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.
Role context
Over 70% of our Adult students taking English training with the British Council are professional workers aged 25-39. The need to improve language levels, demonstrate workplace skills in English and obtain qualifications remains a priority for public and private sector employees globally. The British Council English division offers face to face, online and blended solutions to companies and organisations across our global network to help meet these needs.
The corporate sector has been one of the more resilient sectors in terms of continued demand for training since the onset of the pandemic. To better meet this demand, we have broadened our range of quality products and now provide a mix of solutions to clients in keeping with the changing demands of young professional workers and their employers.
Alongside the new portfolio of products, we are investing in prospecting tools and increased levels of targeted B2B marketing campaigns to improve levels of lead generation for our Sales and Account managers to oversee and close.
The CSO role will work closely with the other key corporate services related posts including the cluster Sales and Account Manager, and the Business Development Executive. There will also be a need for regular interaction with Teaching Operations colleagues and members of the Academic and Customer Management teams to ensure high standards of delivery.
The CSO role will be required to work together with their counterparts within the cluster (Black Sea and Wider Europe) in coordinating the delivery of various teaching projects, including cross-border ones, as well as supporting Corporate English Solutions (CES) colleagues across cluster in operational tasks related to B2B, B2G and B2I sectors.
Main accountabilities
Finance and Resource management
- Invoices clients in line with financial compliance
- Manages corporate payments and monitors debt as part of debt control team in country/cluster
- Organizes legal documentation and keeps accurate records of government support schemes and funding organization 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 team 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
Service and product delivery support
- Leads on process for end of course reports and certificates for B2B clients –liaising effectively with Ops and Delivery teams, and ensures all deadlines met
- Runs feedback/ Monitoring and Evaluation (M&E) system and collates results for presentation to client and sales colleagues
Relationship and Stakeholder management
- Listens to client needs and requests regarding future cohorts and new courses
- Works closely with Sales & Account Manager to provide accurate and timely data to the client as well as building 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, to ensure efficient delivery of services. Monitors task completion to agreed quality and time standards
Role specific skills
Strong operations and organizational skills, to support timetabling of classes including coordination between the client and the teachers/trainers, as well as teacher allocation and recruitment for the B2B, B2G and B2I sector needs
Knowledge and Experience
Essential
3+ years of customer management experience and operations
Familiarity with Salesforce or use of similar CRM
Proficiency in MS Office applications
Desirable
Proficient user of SAP or equivalent financial software
Sales related experience in large sectors (e.g. financial services, media, pharmaceuticals tourism etc)
Experience working with governmental institutions
Languages
Local language (Ukrainian) at fluent level for speaking and writing. English level at minimum of C1 level speaking and writing.
