Consultant Sales and Customer Management

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, and creativity.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries.

We connect. We inspire.

Pay Band: 4/H

No. of positions: 2

Country/Location: Sri Lanka

Department: Exams

Contract Type: Fixed Term Contract Local- 1 year

Closing Date: 5th March 2026

Important Information The post holder may need to work in shifts and have split off days and

occasional weekend working to manage sales and service KPIs or attend

briefing sessions.

Role Purpose:

The Consultant – Customer Management and Sales is responsible for delivering the sales and customer management function for the Sri Lanka English Language Teaching Centre, ensuring the achievement of agreed sales targets and global KPIs. The role supports the onboarding of new team members and promotes a strong sales culture and collaborative team environment.

Main Accountabilities:

This role is central to ensuring a seamless customer journey, achieving income targets, and upholding the British Council’s global customer service standards.

The post holder will provide a consistent and positive customer experience in line with the Global Customer Service Strategy and corporate policies, handling first- and second-level enquiries across multiple channels in a friendly, professional, and timely manner. Responsibilities include managing reception and registration duties, ensuring customer-facing spaces reflect the British Council brand, accurately recording customer data through agreed systems, maintaining updated CRM databases, and contributing to the Voice of the Customer programme through regular insights and feedback. The role requires strict adherence to Teaching Centre standards, Child Protection and Safeguarding policies, and corporate compliance requirements. The Consultant will also mentor and coach new team members while continuously developing product and professional knowledge.

In addition to service excellence, the role carries full accountability for achieving agreed monthly income and conversion targets. The Consultant will build strong rapport with prospective customers, act as a single point of contact throughout the customer journey, and proactively nurture leads through CRM systems and outbound calls. By effectively communicating the features and benefits of British Council offerings, the post holder will maximise conversion rates, identify cross-selling and up-selling opportunities, and implement strategies to address drop-offs and objection handling. Close monitoring of performance metrics, preparation of contingency plans for lower-than-expected registrations, and sharing insights with stakeholders to improve results are key aspects of the role.

The position also supports Teaching Centre operations by registering and managing students in appropriate classes using TCMS, collecting and reporting payments in line with financial control and audit requirements, creating and monitoring OBS accounts, and ensuring accurate system records for corporate and public course students. Active participation in Sales and Marketing events, Open Days, parent engagements, seminars, receptions, and cross-promotional activities is expected to support the smooth running of the centre.

The ideal candidate will bring proven experience in customer service and sales, a strong understanding of marketing and negotiation techniques, and a results-driven mindset. A fast learner with a passion for customer engagement and performance delivery, the successful applicant will demonstrate professionalism, accountability, and a strong commitment to delivering outstanding service in a collaborative team environment.

This is an exciting opportunity to represent a globally respected organisation and contribute to the growth and success of the British Council in Sri Lanka.

Qualification & Experience:

• Graduate
• Comprehensive, proven experience as a customer service and sales for at least 1 year

Right to Work: Applications are welcomed from candidates in Sri Lanka with a natural right to work. However, please note candidates must have a natural right to work in the country, on a permanent basis, as immigration clearance and/or on-going visa support is not provided by the British Council for this role. Relocation support is also not provided.

A connected and trusted UK in a more connected and trusted world.

Equality, Diversity and Inclusion Statement

We are committed to equality, diversity and inclusion and welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work. The British Council is a Disability Confident Employer. The Disability Confident scheme helps challenge attitudes, increase understanding of disability and ensure staff are drawn from the widest possible pool of talent. We guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

Safeguarding Statement

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 in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

If you experience any difficulties with submitting your application, please email askhr@britishcouncil.org