Scm Assistant Branch Manager

1 week ago

Ho Chi Minh City, Ho Chi Minh, Vietnam British Council Full time
SCM Assistant Branch Manager

Date:21 Jun 2023

Location:
Ho Chi Minh City, East Asia, VN

Company:
British Council


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 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.


Role Purpose:

  • To ensure the Sales and Customer Management (SCM) team of the Branch meets and exceeds the sales and service targets and Key Performance Indicators (KPIs) set by the British Council.
  • To oversee the daily operations of the Branch.
  • To motivate the SCM team and to foster good team spirit, delivering a high quality, efficient and integrated customer service experience. To work closely with the Branch Manager and the Country Head of Sales and Customer Management to ensure the branch maintains best practice and standards.

Main accountabilities but not limited to the following:

Sales Management.

To assist the Branch Manager to build lead and motivate the Branch team to achieve and exceed new sales targets and KPIs as set out by the British Council.


  • Via Telephone: Answer all telephone sales enquiries professionally with the purpose of generating excitement and interest in our products and driving the customers to visit the centre for a facetoface consultation.
  • Via facetoface consultation: Provide facetoface consultations to all customers in the centre by finding out their needs, issues and concerns and recommending a course that best suit them.
  • Provide participate and/or provide sales support for all sales and marketing events (in or out of the centre) with the purpose of creating awareness and generating leads for the centre.
  • Followup with sales enquiries to meet individual target and centre's target.

Customer Management

  • To support the Branch Manager to ensure the SCM team delivers an excellent customer experience to both new and existing customers.
  • Provide an exceptional level of customer service to all existing customers to ensure that all their needs and requests are taken care of.
  • Handle all 1st and 2nd level complaints/feedbacks
  • Follow up with existing students on incidents e.g. absent/movement and cancellation or failing students
  • Arrange and support meetings with teachers and translation
  • Be the first point of contact at Front of House (FOH) for credit or refund request.

Branch Operations

Supervise Front of House Finance

  • Supervise payment process at the Front of House (FOH)
  • Support Cashier Team Leader in staff recruitment
  • Ensure Cashier team staff are competent in Customer Service

Maximise branch operation efficiencies

Work with Branch Manager or act as Branch Manager in his/her absence:

  • To ensure that the branch is adequately staffed, trained and motivated to deliver first-class front-line services to customers on the full range of British Council's (BC) services and activities, in a professional, friendly and proactive manner for 7-day operation
  • Work closely with Academic Managers on class fill and teacher utilization to ensure operation efficiencies
  • Develop and implement branch specific operation policies and processes to effectively improve productivity
  • Contribute to Induction programmes for new staff
  • To manage the facilities and the overall upkeep / maintenance of the Branch
  • To liaise with the building management of the Branch to ensure proper daily branch operations.

Reporting

  • To provide accurate and timely reports on team performance, new sales and reregistration to the Senior Management periodically and when required

Exams services (if any)

  • Manage face to face services to IELTS and other exams walkin customers
  • Handle customer feedback related to the FOH's services to exams customers

Other Responsibilities and main duties

  • The post holder will be required to work

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