British Council Jobs UK – Resources Assistant

Website British Council

Job Description:

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 work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. 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. We connect the best of the UK with the world and the best of the world with the UK. These connections lead to an understanding of each other’s strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

Job Responsibilities:

  • Receives and responds to enquiries from/to customers and may be a specific point of reference on queries relating to an area of nominated expertise or responsibility. Identifies where more complex issues require resolution by others and refers them on accordingly
  • Undertake the related planning and delivery functions in line with BC process
  • Receives instructions and requests and plans and organises given resources accordingly (often at short notice) to ensure that work is carried out efficiently and effectively
  • Scan dashboards to monitor performance and identify issues
  • Supports decisions of Resource Officer and Resource Manager with the selection of venue staff, sets performance expectations and maintains positive relations
  • Assists with the selection of suitable venues
  • Recognises and understands the impact of incidents arising (e.g. complaints, resourcing problems, logistical or technical difficulties) and proactively alerts the team leader to any issues of concern that are likely to impact service/project/task delivery or customer experience.

Job Requirements:

  • Undertake contingency and risk management on the ground, liaise with Customer Service, Examiner or Venue Staff to ensure alignment on communications
  • Supporting continuous improvement in the efficiency/cost effectiveness/quality of service delivery in the unit or department
  • Proactively work with Resource Officer to deliver satisfactory and timely resolution of customer (internal or external) complaints, coordinating input from other team members as required. Ensures the customer is kept informed throughout the process.
  • Develops good working relationships and engagement with Venue Staff and appropriate colleagues throughout the BC to facilitate effective and efficient service delivery.
  • Follows agreed corporate risk management processes and procedures when delivering services (e.g. child protection, security policies, financial protocols, anti-fraud measures) to protect the interests of the BC and its customers at all times.

Qualification & Experience:

  • Experience working in a busy operational environment delivering high levels of customer service.
  • Ability to ensure compliance, risk and security standards are monitored and maintained

Job Details:

Company: British Council

Vacancy Type:  Full Time

Job Location: London, England

Application Deadline: N/A

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