Job Details :

​Location: Mumbai office (Office based and need to work in different shifts)

Reporting to: Interim Head of Shared Services

Department: Shared Services

Permanent/fixed-term: Permanent (subject to 3-month probation on the role for both internalexternal candidates)

Primary purpose of job To work as a One Touch support for the Account Managers (AM) supporting designated accounts, salesforce management and other Account Managers operations support. This will involve working closely and collaboratively with the Operations teams, Education Officers, Customer Advisors and Presales team to service our clients and End-to-End ownership for all designated projectsclients.

Duties and key responsibilities

End to End ownership for all designated projectsclients

Support for designated accounts:

- Working closely with Operations Team and Education Officers to support designated accounts post booking
- Resourcing for designated accounts
- Managing transfer bookings and raising credit notes for designated accounts
- Cancelling eventsbookings where necessary and the required communication
- Managing delegate lists (pre-course and supplying delegate lists)
- Following up and closing any expense related actions
- Work with the relevant teams for review and finalisation of NDA (non-disclosure agreement), CDA (confidential disclosure agreement)AM support:

- Providing adhoc support to AMs in peak periods – this would include managing all administration on Salesforce, co ordinating and following up with clients, following up with internal stakeholders, sorting POs.
- One-to-One specific client support, acting as a secondary point of support for large clients and providing effective telephone support for existing clients




- AM Inbox management as cover when AM is on time off to ensure no critical client requests are missed. Requests to be actioned as necessary, triaged or escalated as required.
- Investigating and resolving issues identified by AM or clients such as missing certificates etcSalesforce and Ops support:

- Managing opportunities on Salesforce including opportunity creation, sending out booking forms and chance updation
- End to end CRM support for programmes including CRM induction and training support
- Working closely with Business Process Managers for Report Generation using data from Salesforce
- Any required operations support such as assisting the Ops team with travelaccommodation bookings aligned with the BSC PTI in UK Road Safety.
- ​High quality services must be delivered in a timely, accurate and run efficient way to the requirements of internal and external stakeholders.

​Other

Apply knowledge and experience to support the British Safety Council’s own wellbeing programme and initiatives.

Proactively manage your own wellbeing and that of others around you including attending 1-2-1 and team meetings.

Take reasonable care for the health and safety of yourself and of other persons who may be affected by your acts or omissions at work; and to co-operate with the organisation’s policies and procedures so far as is necessary to enable it to ensure the health, safety and welfare at work of all its employees.





Person specification

Skills & Qualifications

Essential

- Excellent attention to detail
- Proactive ownership and creative problem solving. Self-starter, able to work on own initiative
- Communication skills, with an ability to engage and connect with a range of stakeholders via email, video conference, and telephone
- Ability to plan and manage deadlines
- Strong knowledge and application of key Microsoft Office tools - Excel, Word, and PowerPoint
- Effective knowledge and application of Microsoft Teams and Outlook applications
- Business proficiency in English (written and verbal).Desirable

- Experience of using Salesforce.Knowledge/ Experience

Essential

- Proven experience in a customer service / operations or sales role
- Experience of working independently
- Experience of managing operational processes
- Demonstrable organisational skills
- Demonstrable ability to prioritise and work to deadlines.Desirable

- Experience in project management or involvement in delivering projects
- Self-motivated with a pro-active approach, able to take ownershipBehaviour Competence

Behaviours detailed in the corporate Behavioural Framework:

- Personal effectiveness
- Teamwork
- Communication
- Creativity & change
- Enhancing performance
- Understanding Workplace Wellbeing Programme Supporters’ and colleagues’ needs and requirements
- Self-motivated with a pro-active approach, able to take ownership
- Communicative, responsive, supportive, flexible
- Good judgement, able to appreciate different sensitivities, decisive
- Diplomatic, persuasive, excellent interpersonal skills, team player
- Open to ideas, keen to learn and continually improve.

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📌 Business Development Operation Coordinator (Mumbai)
🏢 British Safety Council
📍 Mumbai