Commercial planning and business delivery:▪ Develop Teaching B2B income, meeting business plan targets through retention activities with existing clients and proactive activities to obtain new business▪ Liaise with Operations Manager and MENA Finance colleagues on client billing, debtor pursuit and other compliance activities▪ Support Head of Commercial (Teaching) and Director English Language Services / Teaching Centre manager with monthly centre performance dashboard reporting and follow up with assigned action points▪ Implements a range of standardised, operational procedures and systems within a given work plan to achieve specified, clearly measurable targets▪ Operates and runs regular reports on range of standard, corporate financial processes and procedures to enable effective budget and resource management for the team, or project(s) – e.g. PO system, FABS, SAP, procurement processes.▪ Actively seeks to maximize value for money when acquiring resources, goods or services for the team, unit or project.▪ Takes end-to-end accountability for researching and obtaining satisfactory and timely resolution of complex/escalated customer (internal or external) operational complaints and issues.

▪ Direct supervision and system control for Customer Service staff on Teaching Centre services in terms of information provision and Campus use▪ Providing ongoing training for existing and new staff on Campus (SAP) program.▪ System owner and city co-ordinator for Campus system (including registration, income, academic structure, academic calendar, corporate accounts, business reports, refunds, discounts etc▪ Managing all resources related to Adults and Young Learner registration (including registration documents)▪ Managing the overall finances of corporate courses▪ Managing all Teaching Centre income recording (Adults, Young Learners, Corporate, Teacher Training etc), via income reconciliation and monthly deferred income, providing regular statistics and figures to Teaching Centre Manager for financial planning.▪Managing Jeddah Teaching Centre marketing data in liaison with the KSA marketing team for promotional and MAP purposes▪In coordination with Academic Management team open sessions and classes on CAMPUS, and lead on closures▪ Participate in Teaching Centre strategic planning with Teaching Centre management team.▪ Overseeing Debt management for Jeddah Teaching Centre and reporting risks to country Resource/ Finance Manager.▪ Assisting in recruitment of Teaching Centre staff as part of team of managers.▪ Line manage up to 8 members of staff

▪ Work closely with Centre Manager to develop and execute customer management strategies, plans and processes in line with the country and region’s plan for the professional handling of English course, Exams enquiries and registrations.▪ Build, lead and motivate Customer Services team to achieve and exceed customer experience and reregistration targets and KPIs through excellent customer management.▪ Monitor and review individual and team sales performance through regular meetings and reviews.▪ Ensure marketing and sales data are properly tracked and recorded according to the country and region’s requirements.▪ Facilitate and manage British Council customer experience surveys, including Customer Effort Assessment and Mystery Shopping, and to act on results to improve processes, customer experience and reregistration.▪ Provide escalated support to the team in handling complaints and to resolve escalated complaints according to the Complaint Management Policy

▪ Handle English Learning and Exams enquires according to agreed British Council standards to convert enquires into registrations▪ Create accounts, book students for consultations, courses and Exams on British Council Systems▪ Share customer feedback and insight with Teaching Centre and Exam Departments ▪Make evidence-based recommendations to improve sales conversion rates▪ Ensure agreed customer management and compliance processes are followed ▪Acquire and maintain an excellent level of product knowledge