Role Profile
`Job Description
Ref no:
Job Title
Young Learner and Customer Service Assistant (Male)
Directorate or Region
MENA
Department/Country
Jeddah office, Saudi Arabia
Location of post
Jeddah
Pay Band
J
Reports to
ST YL Jeddah
Duration of job
Indefinite
Purpose of job:

To provide high quality support to all members of YL staff in order to ensure that young
learners are properly supervised.
 To support Women/ Men CS staff and enable them to:
- project a professional image of British Council
- provide a high quality, welcoming and efficiently integrated enquiry and registration
service for the full range of the British Council’s products and services.
 To be responsible for all admin work related to Young Learner courses and also other CS
and admin-related tasks in the BC main centre.
Context and environment:
The British Council Teaching Centres in Jeddah provide English language training to thousands
of young Saudi men and women each year in our own classrooms and on the premises of
companies and partner training institutes.
This is a frontline post based in British Council Women’s Teaching Centre Jeddah, dealing
principally with female Teaching Centre and Exams customers and Young Learners (YLs). The
postholder will join a team of Customer Service Advisers led by the Customer Service
Manager/Registrar, WTC. The Customer Service team is responsible for handling e-mail and
telephone enquiries as well as dealing with face to face customers.
September 2012 saw the launch of a new Young Learner English programme for secondary age
students (12 – 17 years old) Classes are from 4-8.30pm during the week (Sunday – Wednesday)
and on Thursdays.
Accountabilities, responsibilities and main duties (in line with EOD and other overarching
corporate policies):
(including people management and finance)
To supervise young learners outside the classroom before, during and after classes and
to ensure that
 YLs are supervised at least half an hour before and after class time and during breaks.
 Classrooms are ready to use, furniture is set up correctly, IT systems are working, inc
iPad trolley if required.
 YLs do not enter restricted areas (esp the other TC) and do not cause disturbances on
the premises.
 As directed by the teacher, preparing materials for lessons, supporting YLs in participating
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in learning activities.
As directed by the teacher, assisting in maintaining good customer and behaviour
management.
YLs do not leave the premises at the end of class until their parents have arrived to collect
them or they have permission to leave on their own (in line with Home alone procedures).
YLs who need to leave the classroom are supervised.
Discipline procedures are followed and parents contacted as necessary.
Parents are telephoned if a YL is feeling unwell and has to go home. That the YL is
accompanied until the parent arrives to collect him/her and the duty manager is informed
and the incident is recorded in the incident log book.
To pass on information from teachers about YL absences and behaviour issues to Senior
Teacher Young Learners (STYL). To phone the parents of absent students to find out
why they were absent.
To communicate with parents/ customers as appropriate:
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To assist with keeping YL’s parents and other customers informed about times, classes,
teachers of classes etc.
To ensure that parents’ or other customers’ general questions on non-teaching issues are
answered immediately and other enquiries are directed to customer services or STYL if
necessary.
To ensure that translation between parents and teachers or STYLs is provided on
request.
To ensure that any impromptu feedback from parents and YLs is recorded and given to
STYL.
To carry out administrative tasks, as needed, to support the Teaching Centre.
 To assist STYL with display work.
 To assist in preparing registers, records of work, homework sheets and materials for the
YL programme.
 To assist STYL in maintaining stationary supplies.
 To assist in delivering YL placement testing if needed in addition to doing off site PT but
after giving enough notice.
 To put up and change notices when requested.
 To assist BC staff with Admin duties in agreement with TC management. For example,
operational control of Graded Reader lending system. AND Stock to monitor and
maintain sufficient stocks of student folders. Informing STYL of the need for re-stocking in
good time. AND stock control of teaching supplies and stationery (copier paper, pens,
toner, YL class supplies etc.). Monitoring of supplies and ensuring orders for re-stocking
are made in good time to ensure continuity of supply.
 To help STYL with YL risk assessments, and keep STYL informed of any YL risks.
 To help when necessary to give publicity materials and parents’ letters to YLs.
 To help out at extra activity events.
 Any impromptu feedback from parents and YLs is recorded and given to STYL.
To support with admin tasks.
 Assembling folders and registers for YLs and teachers. Ensuring all relevant documents
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are contained and complete folders/registers are available in good time.
To assist with printing YL certificates and academic record for mid and end of term.
To provide information for first level enquiries to external customers face-to-face, over the
phone and by email, meeting enquiry handling standards defined corporately. To refer
second level enquiries to STYL.
To act as “go-between” for the men’s and women’s centres for transfer of paper
documents etc.
To attend staff meetings.
To attend a weekly meeting with the YL Senior Teacher.
Key Relationships:
Internal: STYL, ST men’s centre, DTCM, teachers, Customer Service Team, woman TCA,
parents, children, students.
External: potential customers
Other important features or requirements of the job
(e.g. travel, unsocial/evening hours, restrictions on employment etc)
Depending on operational requirements the post holder will be required to work both early and
late shifts during the full range of opening hours from 8.30 – 20.30. The post holder may be
permanently required to work a split shift.
If the post holder is required to work Thursdays then they will work a Sunday – Thursday week.
Occasionally may be required to work out of the office to attend events in Jeddah
Please specify any
Right to work in Saudi Arabia.
passport/visa and/or nationality
Applicants with a valid residence permit (transferable) in Saudi
requirement.
Arabia are eligible to apply for the post.
Please indicate if any security
or legal checks are required
for this role.
Criminal Record Check
Child Protection declaration
Reference checks
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Person Specification
Essential
Desirable
Behaviours
Assessment stage
Interview
Connecting with others (essential:
Do I interact with others openly and
honestly?)
Working together (Essential: Do I
willingly support others who are
dealing with difficulties or problems in
their work?)
Being accountable (Essential: Do I
always meet my commitments and
take personal responsibility for the
results?)
Making it happen (Essential: Do I
take action promptly when
necessary?)
Shaping the Future (essential):
Looking for way in which we can do
things better
Required for the
role but not
assessed during
the application
stage
Creating Shared Purpose
(essential): Communicating an
engaging picture of how we can work
together
Core Skills
English Proficiency to IELTS level 6
or Aptis test A2
Aptis test
(minimum score
required by grade)
and Interview
Pre-Intermediate level of written and
spoken Arabic
Using technology (Level 1):
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Experience
Experience of working with children.
Qualifications
High school diploma or equivalent
Submitted by
Mona Hema
Date
Short listing
and/or Interview
First degree or
equivalent
Aptis test
(minimum score
required by grade)
and Interview
12 May 2015
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