Date: 20-Sep-2022
Location: Lahore, South Asia, PK
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.
Role Context
The British Council libraries support the work of the three strategic pillars of the British Council’s Cultural Engagement framework – English Education, and the Arts – through collaboration on cross-cutting themes and outcomes, ensuring we maximise reach and impact to meet corporate ambitions.
The libraries:
- Promote UK culture, values, knowledge and resources to young people, inspiring cultural exchange through collaboration, open dialogue and creative expression.
- Empower women and girls by showcasing women’s achievements in literature, arts, education and enterprise.
- Drive dialogue and action around global/ social issues such as climate change by showcasing work that inspires young people to explore ideas and solutions.
- Extend a safe space to young people, women and girls in particular, where they can improve their knowledge and skills, express and exchange creative ideas and experience UK culture.
They do this through a range of events (physical and digital), digital content, and the physical library offer. The library target audience is young people between the ages of 18-35, children, as well as a focus on women and girls participation.
Role Purpose
This role will deliver
- the day to day operations of the British Council libraries across both physical and digital platforms in accordance with the standards required by the British Council
- excellent customer services to library customers and support the growth of the library membership, including income targets
- events and activities aligned to the British Council’s Cultural Engagement and business objectives.
Main accountabilities but not limited to the following:
Service and product delivery Support
- Delivers a range of customer-focused library services within agreed corporate procedures, to a high standard
- Maintenance of accurate records across a range of relevant systems (e.g. Library Management System)
- Logistical coordination and delivery of internal and external activities/ events both physical and virtual, ensuring they run smoothly and efficiently.
- Digital skills will be necessary for this role and these include technical skills like ability to use systems and applications, but also soft skills like social media usage and being able to deliver and present webinars or digital events on online platforms with confidence. We will also look for sales and persuasion skills as this will help us in selling our Digital Library offer.
Customer Support
- Receives and responds to enquiries from/ to customers pertaining to library materials and services, with potential areas of exerpertise assigned to them. Able to identify when to refer more complex issues owards
- Recognises and understands the impact of incidents arising (complaints, resourcing problems, logistical or technical difficulties) and proactively alerts team leader to any issues of concern that are likely to impact service delivery/ customer experience/ task delivery
Risk & compliance
- Follows agreed corporate risk management processes and procedures when delivering services (e.g. child protection, security policies, financial protocols, anti-fraud measures) to protect the interests of the BC and its customers at all times.
Relationship & stakeholder management
- Proactively liases with others (inside and outside the British Council) to ensure effective coordination and delivery of events, services and activities.
- Builds a wider understanding of the British Council and its operations and services across units and regions to enable effective resolution of issues, and better delivery of services.
- Initiate and manage partnerships with government and private stakeholders for the sales and promotion of the British Council Digital library.
- Participate in outreach events if any to promote literature, the Digital Libraries and lifelong learning.
Finance and Resource Management
- Monitors and takes responsibility for small scale resources, cash and stock, following established procedures and ensures that equipment and materials are available and ready to use when needed
Managing Self and others
- Plans and prioritises own work activities, responding to changing requirements to ensure effective delivery of responsibilities over a daily/ weekly time horizon
- Tasks and coordinates with others (e.g. internal colleagues or external contractors/ suppliers) to complete time limited, straightforward activities within established procedures, in order to ensure efficient delivery of events and services. Monitors task completion to agreed quality and time standards.
Role specific knowledge and experience:
The main essential knowledge and experience points that we are looking for you to evidence are:
- 1 year or more relevant work experience preferably in a customer service environment with experience in managing customer relationships
- Ability to proficiently communicate in English is essential.
Desirable
- Knowledge of managing databases
- Experience delivering events
- Experience working with young people and / or diverse audiences, including children
- Knowledge of mainstream literature and/ or educational and cultural resources around English language and the Arts
Further Information
Pay Band – 4/H
Vacancies – 3
Contract Type – Indefinite Contract
Location – Lahore, Pakistan
Requirements – Candidates must have the pre-existing right to work in location. Mobility / relocation support will not be provided
Closing Date – Tuesday 11 October 2022
Interviews – Week commencing 24 October 2022
A connected and trusted UK in a more connected and trusted world.
Equality, Diversity, and Inclusion (EDI) Statement
The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.
The British Council is committed to safeguarding children, young people and adults who we work with.
We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.
Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.
If you have any problems with your application please email askhr@britishcouncil.org
Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.