Accountabilities, responsibilities and main duties: - Assist Manager Marketing and Communications to manage all communications which includes maintaining of British Council’s corporate brand identity- Own and Manage the British Council Sri Lanka website and social media channels- Create content as required and in consultation with the internal teams to plan and run social media campaigns- Manage British Council Sri Lanka’s Monitoring and Evaluation mechanisms - Manage British Council Sri Lanka’s information and knowledge assets and assist staff on internal information and knowledge sharing needs.- Work effectively with external consultants, agents, suppliers and other stakeholders as required.

Accountabilities, responsibilities and main duties: 1. Marketing and delivery of library products and services • Manages events and activities throughout the year according to the agreed annual plan• Contributes to and participates in financial and activity planning and agrees financial / impact targets.• Plays a leading role in contributing to marketing and promotional planning and initiates a promotional plan to achieve regular growth in library membership and especially digital library membership.• Manages the range of library processes required to deliver the services as planned: • Manages the processes done through KOHA Library Management System with regard to memberships, fines, ordering, receiving and processing of books, overdue and lost books.• Monitors and prepares financial, statistical and scorecard data for reporting. • Assists Manager, Library and Information Services in delivering the Libraries Revolution in Sri Lanka2. Managing an up to date collection and usage of library spaces for events and activities• Assists Manager, Library and Information Services (MLIS) on the selection, organisation and utilisation of resources for Lending services in having an up to date collection, both physical and digital• Carries out annual library user survey and periodical user survey to find out customer satisfaction• Assists Manager, Library and Information Services in making sure that the collection development budget is utilized properly for resource selection3.Line management of staff:• Line manages reporting staff currently constitutes: 04 Library Officers and 01 Library Assistant in line with British Council HR policies• Implements effective knowledge management, learning and development plans to meet the developmental needs of the team and the business requirements of the British Council• Ensures all staff, including temporary helpers, are adequately trained and updated to deliver an excellent customer service

1. Enquiry handlingo Answer first level enquiries received in person, by mail, email or telephone on relevant aspects of the UK and the British Council’s activities in a friendly and professional manner, invoking the principles of TIE in line with Customer Service standards.o Build rapport with the prospect in order to find out the objectives, needs and requirements of the customer, and take their interest forward.o All feedback and customer comments are passed on to the Customer Service Manager or Assistant Manager in charge of the day within one working day and recorded in writing2. Registration o To register/reserve/wait-list students in appropriate classes and details are entered on Campus accurately, in a professional and friendly manner.o Registers Exams candidates and new Library members in a professional and friendly manner.o Cross-sell relevant British Council services and products where appropriateo Work extra hours during registration period.3. Standards for collection and handling of incomeo Handle cash desk in Campus and handle cash received from course/ placement test/ examination registrations/ library membership and other products/services.o Issue a receipt for every income received. o Provides balanced cash desk closing with received income in cash box (Cash/Card/Cheque/DBT) and daily revenue transferred sheet to the duty manager by the end of day.o Assist duty manager to reconcile income and bank it.4. Accurate databases /records, and projectso All databases and records, and information files are kept up-to-date in line with requirements outlined by CSM.o Make sure that information brochures/ leaflets are available on all information at all the time for customers.o Specific projects and responsibilities given to each member of staff (eg product leadership or information management) are carried out in line with objectives.

Enquiry handling – As Duty Manager• Answers first and second level enquiries received in person, by mail, email or telephone on relevant aspects of the UK and the British Council’s activities in a friendly and professional manner, invoking the principles of TIE in line with Customer Service standards• All feedback and customer comments are passed on to the Customer Services Manager within one working day and recorded in writingIncome reconciliation• All non-teaching centre income is parked accurately in FABS system• Responsible for accepting balanced income from CSOs at the time of cash desk closure (Cash/Card/Cheque/DBT) and daily revenue transferred sheet to be supervised by the end of the day• Generate required reports for cash balancing by the end of the day• Responsible for balancing revenue received for Teaching Centre, Examinations and Library• Ensure that all income collected is locked-up in the safe by the end of the day• Bank Teaching Centre and Examinations Centre revenue the following banking day • Accurately maintain reconciliation documentation of Teaching Centre and ExaminationsMaintaining accurate customer databases /reports, and projects• Ensure all databases and records, and information files are kept up-to-date in line with requirements outlined by Customer Services Manager• Ensure registration, receipting and financial systems (Receipt Manager,Campus, Koha and FABS) are being used effectively and smoothly, and in line with British Council financial proceduresThe Integrated Customer Service Team• Line-management of up to 6 team members in line with British Council HR policies• Responsible for staff rosters• Responsible for liaising with the Teaching Centre/Examinations/Library on maintaining stock of relevant documents/brochures/information • Implement effective knowledge management, and Learning and Development plans to meet the developmental needs of the team and the business requirements of the British Council Sri Lanka

• Provide the best quality service to the customers with multi-cultural background, in renting out tv service for atleast over 75 hospitals based in Australia.• Providing answers to the enquiries requested in related to the services that we provide• Escalating issues related to customer enquiries, complaints and payments to the Team Leaders, Supervisors, State Supervisors and Managers via email or telephone and following up with the customer• Supporting the Team Leaders with their administrative reports such as banking and revenue• Training and development of new agents• Reaching given targets on call numbers at a daily and monthy basis• Market a product of our own which is a pair of headphones which goes along for better sound quality, comfortability, to keep privacy and noise reduction• I was awarded the star performer in the 1st month I joined the company.

• Processing new stock by security tagging, sorting, replenishing, and organising the stockroom according the standards set by the organisation• Replenishing the sales floor to the seasonal plan and making sure that enough stock is available for customers all the time. • Advising customers on the current fashion trend and supporting them according to their interests.• Making sure that none of the customers leave the premises empty handed, which means converting every prospect into a customer of River Island.• Following and abiding to the Health & safety standards to ensure safety in every aspect within the organisation.• Being available to every customer in need of assistance in any way.• Provide the best quality service to the customers regardless on what cultural background they come from. • Serving customers from all around the world. • Being part of the Operations, Products and Sales & Service Teams by keeping up-to-date with the fashion industry. • Make sure that they are happy with the service