Head of Sales and Customer Services

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.

**British Council Pay band**:7

**Department**:English and Exams
**Contract type**: 12 months FTC

**Closing Date**:Wednesday 1 st of January, 23:59 (GMT)

**Location**: Europe, France - Paris

You must have the legal right to work in the stated location. We will not be providing Visa sponsorship and relocation assistance is not provided.

**Role Context**:
The position is line managed by Cluster Sales & Customer Service Manager Western Europe. The Sales & Customer Services team in France consists of the Head of Sales and Customer Services, Customer Service Manager, Contact Centre team, Customer Care team and Sales team. Sales & Customer Services is responsible for handling all customer contact across all channels in all country operations in France.

The main internal stakeholder for customer service is English (Teaching Centre) Business, with a small number of enquiries relating to broader British Council Programmes. Sales & Customer Services sells courses to Teaching Centre students, registers them into classes, manages ongoing customer relationships and processes fees.

The British Council also delivers various programmes in English language, the arts and education. Contact Centre provides level1 information regarding these programmes and escalates enquiries to the relevant teams.

**Role Purpose**:

- lead the Sales and Customer Services team in France, aligning its structure with the global vision, planning resources and implementing change to ensure the quality and efficiency in service delivered to internal and external clients.
- implement the global/ regional customer service strategy in the country, focusing on increased income, engagement and developing the sales-oriented approach for the country, aligned with that strategy.provide decision support for Teaching management analysing and reporting current customers’ data from all centres.

**Main Accountabilities/Responsibilities but not limited to the following**:
**Change Management**
- Lead and deliver, within one year, transformation of Customer Services France Operating model, aligning the country around a target led sales and retention global/ regional strategy
- Lead a change to a sales culture, including structure, systems, training, target setting, monitoring and supportLead country wide harmonization of the operations to full standardization of activity, target setting, and monitoring, communications, processes, and roles

**Stakeholder management**
- Work closely with marketing and teaching centre management. Ensure country and EU business and marketing stakeholders are updated, plans are submitted, and activity monitored
- Liaise with EU regional CS management teams to ensure the country is up to date with wider CS initiatives (regional and global)Where applicable, support Western Europe Cluster Lead, English, Western Europe Cluster and Marketing Manager, English with development and execution of marketing strategy and plans for French market, making sure that they are aligned with CS & Sales strategy and plans

**Line Management**
- Be responsible for the line management and provision of day-to-day support for Customer Services Manager (CSM’s) and the team. While changes to operating model are being introduced - temporary line manage Sales Coordinator and Sales Advisors
- Plan Learning and Development for CSM and the team to ensure staff are fully equipped with the necessary skills and knowledge to achieve targets
- Build Staff engagement in the team
- Ensure that Sales and Customer Services activities are efficiently resourced, with staff resources deployed according to customer requirements and work-life balance.Ensure appropriate quality monitoring is in place across the country according to Global and Regional strategy

**Sales management**
- Lead the development and implementation of a strategic sales plan expanding the organisation’s customer base and ensures its strong presence
- Set up appropriate reporting process to monitor the individual/team performance daily/monthly/termly to ensure sales target are met and exceeded.Be accountable for performance of sales funnel in France and introduce and suggest optimisation measures for customer journey, agreeing them with Marketing Lead, English.

**Financial and Data Management**
- Plan, monitor and review country Sales & CS budgets and resourcing for the team
- Set targets a