Scm Assistant Branch Manager

3 days ago

Việt Nam, Vietnam British Council Full time

**Job Title**:SCM Assistant Branch Manager**

**Purpose of job**:

- 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.

**Role context**

The British Council is the UK’s international organisation for cultural relations and educational opportunities. We create friendly knowledge and understanding between the people of the UK and other countries. We do this by making a positive contribution to the UK and the countries we work with - changing lives by creating opportunities, building connections and engendering trust.

We work with over 100 countries across the world in the fields of arts and culture, English language, education and civil society. Each year we reach over 20 million people face-to-face and more than 500 million people online, via broadcasts and publications. Founded in 1934, we are a UK charity governed by Royal Charter and a UK public body.

The British Council has a presence in 14 countries in the East Asia region. These range from developed markets with sophisticated infrastructures (Hong Kong, Korea, Singapore, Japan, Australia and New Zealand, Taiwan) to developing markets with fledgling but growing infrastructure (China, Malaysia, Thailand, Burma, Indonesia, Philippines and Vietnam).

In Vietnam, the British Council is active in English & Exams with 4 teaching centres, and manages programmes in Education, Society, and English for Education Systems, Arts, and the UK-Vietnam Seasons project. The country currently has about 200 full-time staff members in the Strategic Business Units, of whom about two-thirds currently work in English & Exams.

**Main opportunities/challenges for this role**

**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 face-to-face consultation.
- Via face-to-face consultation: Provide face-to-face 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.Follow-up 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

**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 re-registration to the Senior Management periodically and when required

**Exams services (if any)**
- Manage face to face services to IELTS and other exams walk-in customersHandle customer feedback related to the FOH’s services to exams customers

**Other Responsibilities and main duties**
- The post holder will be required to work a five-day working week

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