Corporate Services Officer

3 settimane fa

Milano, Italia British Council A tempo pieno

Corporate Services Officer

**Date**:03-Feb-2023

**Location**: Milan, European Union, IT

**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 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

**Corporate Service Officer**

**Indefinite post, grade H (PB4), based in Milan.**

**Mobility / relocation support will not be provided**

**Purpose of the role**:
The Corporate Services Officer (CSO), based in Milan, co-ordinates the details of service delivery execution for corporate contracts and leads on financial management and customer care duties towards our corporate clients from the B2B, B2G and B2I sectors.
The postholder is involved throughout the customer journey from the initial signing of contract through the delivery stages and finishing with the organisation of end of course customer reports and feedback. This is then followed by further engagement with the client and the cluster Sales Account Manager on future agreements and details of repeat and/or new business.
Liaising effectively with Operations and Customer Service teams locally and regionally, the CSO will engage frequently with contracted corporate clients to ensure delivery standards are maintained and the financial management of each contract is carried out compliantly and to agreed deadlines.
The role is a critical one as the postholder leads the back-end processes once sales opportunities have been closed with our growing number of corporate clients.

**Main a**
**ccountabilities**
**but not limited to the following**:
**Finance and Resource management**
- Invoices clients in line with financial compliance
- Manages corporate payments and monitors debt as part of debt control team in country/cluster
- Organises legal documentation and keeps accurate records of government support schemes and funding organisation scholarships linked to corporate contracts
- Runs essential SAP and TCMS reports on agreed financial timetable to support monitoring of corporate income and maintenance of audit trail

**Customer Support**
- Works closely with Customer Management team in the registering and onboarding of customers (including B2B placement/testing)
- Liaises with Customer Management team to manage changes/amendments to B2B and B2B2C class lists
- Informs Delivery team of concerns flagged by clients to help make improvements in customer experience

**Service and product delivery support**
- Leads on process for end of course reports and certificates for B2B clients -liaising effectively with Ops and Delivery teams, and ensures all deadlines met
- Runs feedback/ Monitoring and Evaluation (M&E) system and collates results for presentation to client and sales colleagues

**Relationship and Stakeholder management**
- Listens to client needs and requests regarding future cohorts and new courses
- Works closely with Sales & Account Manager to provide accurate and timely data to the client as well as building opportunities for repeat and new business

**Managing self and others**

Tasks and coordinates others (e.g. internal colleagues or external contractors/suppliers) to complete time-limited, straightforward activities, within established procedures, to ensure efficient delivery of services. Monitors task completion to agreed quality and time standards.

**Role specific knowledge and experience**:
Local language at fluent level for speaking and writing. English level at minimum of intermediate level speaking and writing;

Good communication skills;

Planning and organising skills;

Risk management;

3+ years of customer management experience;
Proficient user of SAP or equivalent financial software;
Familiarity with Salesforce or use of similar CRM;

**Education and qualifications**:
Sales or Customer Management qualifications;

The working week

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