Customer Service Representative
British CouncilPosted 21 hours ago
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The Role: The Customer Service Representative provides consistent, high-quality support across all channels as the first point of contact, handling enquiries, complaints, and transactions efficiently. The role focuses on first-contact resolution, compliance, data accuracy, and proactive promotion of services, driving customer satisfaction, loyalty, revenue growth, and the British Council’s global mission. Accountabilities: Deliver excellent customer service across multiple channels (face-to-face, phone, email, web chat, social media), ensuring enquiries, complaints, and registrations are handled professionally, accurately, and in line with service standards. Maintain accurate and timely data entry on CRM and other systems, ensuring compliance with safeguarding, financial, and information security policies. Identify opportunities during service interactions to recommend suitable products and services, contributing to sales and retention targets. Provide feedback and insights on customer needs, behaviours, and issues to support continuous improvement and Voice of the Customer initiatives. Support the delivery of operational processes such as booking consultations, payments, refunds, and customer communications, ensuring alignment with quality audit requirements. Continuously develop knowledge of British Council products, services, and policies to ensure customers receive up-to-date and accurate information. Role specific knowledge and experience: Essential Experience of working in a customer-facing role, delivering services to agreed quality standards. Strong computer literacy with the ability to use standard applications confidently. Desirable Experience of supporting service-to-sales opportunities within a customer interaction. Proficient in using computer systems and digital tools including CRM platforms and online registration systems. Language Requirements: The British Council systems and global processes operate in English. Written and verbal proficiency in English is required. Closing Date: Applications will close at 23:59 IST/19:29 UK time on Sunday, 14 Jun 2026 You must have the legal right to work in UK at the time of application. Important Information: Business unit: English & Exams Pay Band: 6 Contract Type: Fixed Term Contract (2 years) Country/Location: UK (100% remote working) Starting Salary: £25,520 per annum Contract Hours: Full time - 36 hours per week, Monday to Friday Benefits for the UK include, but are not limited to: 32 days annual leave, in addition to public holidays 3 days volunteering leave Career average defined benefit pension scheme An unrivalled opportunity for you to get to use all the experience you’ve built up working in and/or leading global organisations to support us in building trust across the world. Requirements: Please note that candidates must have the pre-existing, legal right to work in UK. Mobility / relocation / visa sponsoring support will not be provided. British Council supports working in new ways such as hybrid working, subject to full approval by line management and conditional upon our ability to provide the appropriate level of service. This may not be appropriate for all roles but can be explored at interview.