Job Description
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.
Pay Band – BRC-4-H
Department - Education
Contract Type – I ndefinite Contract
Location – New Delhi, India
Requirements – Candidates must have the legal right to work in India.
Closing Date – 28th July 2024
Purpose of Role:
To deliver the day to day operations of the British Council libraries across both physical and digital platforms in accordance with the standards required by the British Council. To deliver excellent customer services to library customers and support the growth of the library membership, including income targets. To deliver events and activities aligned to the British Council’s Cultural Engagement and business objectives
Main Accountabilities:
Service and product delivery Support Delivers a range of customer-focused library services within agreed corporate procedures, to a high standard Maintenance of accurate records across a range of relevant systems (e.g. Library Management System) Logistical coordination and delivery of internal and external activities/ events both physical and virtual, ensuring they run smoothly and efficiently. Digital skills will be necessary for this role and these include technical skills like ability to use systems and applications, but also soft skills like social media usage and presentation skills to deliver webinars or events on online platforms with confidence. Influencing skills to persuade, negotiate and increase sales of the library membership offer. Customer Support
Receives and responds to enquiries from/ to customers pertaining to library materials and services, with potential areas of expertise assigned to them. Able to identify when to refer more complex issues onwards Recognises and understands the impact of incidents arising (complaints, resourcing problems, logistical or technical difficulties) and proactively alerts team leader to any issues of concern that are likely to impact service delivery/ customer experience/ task delivery Risk & compliance
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. Ensures that library machines, and computers are running properly Familiar with common operating systems and networks, has problem solving and analytical skills to ensure efficiency. Relationship & stakeholder management
Proactively liaises with others (inside and outside the British Council) to ensure effective coordination and delivery of events, services and activities. Builds a wider understanding of the British Council and its operations and services across units and regions to enable effective resolution of issues, and better delivery of services. Initiates and manages partnerships with government and private stakeholders for the sales and promotion of the various products offered by British Council library. Participate in outreach events to promote literature, memberships and lifelong learning. Finance and Resource Management
Monitors and takes responsibility for small scale resources, cash and stock, following established procedures and ensures that equipment and materials are available and ready to use when needed Coordinates and initiates routine purchasing requests to obtain materials, equipment and services required by the libraries. Basic SAP experience will be an advantage. Drafts and reviews partner contracts, MoUs, and progress reports regularly. Coordinates with Finance and Procurement teams to oversee daily, weekly and monthly financial transactions, manage record keeping and bank related queries for POS, transaction reversal and manages all other related processes and office administration with at least basic MS Excel skills. Prepares weekly and monthly reports. Monitors team compliance in Procurement and Finance procedures to agreed standards of activity implementation and process quality. Managing Self and others Plans and prioritises own work activities, responding to changing requirements to ensure effective delivery of responsibilities over a daily/ weekly time horizon Tasks and coordinates with 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 events and services. Monitors task completion to agreed quality and time standards. Role specific knowledge and experience
Minimum/essential
Graduate in any discipline (16 years of education) 1 year or more relevant work experience preferably in a customer service environment with experience in managing customer relationships. Customer service skills Communication skills IT and IT systems literacy Basic record management and financial management A connected and trusted UK in a more connected and trusted world.
Equality , Diversity, and Inclusion (EDI) Statement
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