Exams Customer Services Officer

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For over 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 the more than 100 countries.

We connect. We inspire.

Role Purpose:

The post-holder will be responsible for delivering exemplary first-line service to customers, clients, and stakeholders at the British Council Pakistan. Their primary objective will be to ensure that customers receive the necessary information and services in a friendly, professional, efficient, and responsive manner. This entails providing efficient integrated customer services across the entire range of British Council's activities and managing a team of customer service representatives who adhere to the highest standards of Customer Service Excellence in all customer interactions.

Main Accountabilities:

The British Council is seeking a dedicated and dynamic Exams Customer Services Officer to join our team and drive excellence across our customer engagement and sales functions. In this role, you will lead the Sales and Customer Management team, focusing on achieving and exceeding sales, income generation, and IELTS conversion targets. You will collaborate closely with Business Development and Marketing teams to shape and implement sales strategies aligned with national and regional plans. A key aspect of this role is maintaining accurate sales data through our CRM system and providing timely reports and dashboards to inform decision-making.

Your responsibilities will extend to overseeing B2B customer service operations, ensuring adherence to corporate standards, analysing customer feedback through various channels, and using insights to enhance service delivery. You will act as a key liaison for customer concerns and ensure a seamless experience throughout the B2B customer journey. Your ability to manage social media and online customer queries will be vital in ensuring consistent and positive engagement with our audience across digital platforms.

The role also involves working collaboratively with internal stakeholders such as Operations, Business Intelligence, Marketing, and the Call Centre to drive self-service initiatives and support overall service excellence. You will provide training to staff, manage escalations and complaints in line with established frameworks, and ensure all customer service processes reflect our commitment to Equal Diversity and Inclusion, GDPR, and Safeguarding standards.

To succeed in this role, you will need excellent written and verbal communication skills, a strong dedication to providing outstanding customer service, and the ability to lead and inspire a sales team. If you are results-driven, customer-focused, and eager to make a meaningful contribution in a globally respected organisation, we encourage you to apply.

Qualification & Experience:

- Graduate

- At least one year experience in planning and implementing sales strategies, customer relationship management and managing and directing a sales team.

Important Information:

Pay Band: 4/H

No. of positions: 1

Country/Location: Lahore, Pakistan

Department: Exams

Contract Type: Indefinite Contract-Local

Closing Date: Monday, 9th June 2025

Interview Dates: 20th June onwards

Right to Work: Applications are welcomed from candidates in Lahore, Pakistan 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.

We are committed to policies and practices of equality, diversity and inclusion across everything we do. We will support all employees to make sure their behaviour is consistent with this commitment.  We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.