Customer Service Representative

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

Role Purpose: The Customer Service Representative (CSR) plays a pivotal role in delivering an exceptional customer experience across all customer touchpoints, including face-to-face, telephone, email, web chat and social media channels. As a key representative of the British Council, the role provides accurate information, resolves enquiries, manages registrations and transactions, and supports customers throughout their journey, ensuring a professional, efficient and customer-focused experience.

The role is responsible for resolving customer needs at the first point of contact wherever possible, while identifying opportunities to promote relevant products and services that support customer retention, satisfaction and business growth. Working within established service standards and compliance frameworks, the CSR ensures the accuracy of customer data, effective use of customer relationship management and registration systems, and adherence to operational processes.

Through a commitment to service excellence, proactive customer engagement and continuous development, the role contributes to customer loyalty, advocacy and commercial success, while supporting the British Council’s mission of building trust and understanding between people in the UK and worldwide.

The Customer Service Representative is part of the Sales and Customer Service function, which plays a critical role in delivering excellent customer experiences, strengthening customer loyalty and supporting business growth across the British Council's portfolio of products and services.

As a frontline representative of the organisation, the role engages with a diverse range of customers across multiple channels, ensuring every interaction reflects the British Council’s values, brand standards and commitment to quality. The Customer Service Representative serves as a trusted first point of contact, helping customers access information, complete registrations, resolve issues and navigate their customer journey effectively.

Working within a customer-centric and performance-driven environment, the role combines strong customer service skills with commercial awareness, identifying opportunities to enhance customer experience and connect customers with relevant products and services. The role requires effective use of customer relationship management, registration and service delivery systems, alongside a strong focus on compliance, data accuracy and process excellence.

The Customer Service Representative collaborates closely with colleagues across Sales, Customer Service, Operations and product teams to ensure a seamless customer experience and consistent service delivery. By resolving queries efficiently, responding to customer feedback and contributing to continuous service improvement, the role supports both customer satisfaction and business performance.

The position offers a structured development pathway, enabling individuals to build expertise across customer service disciplines and progress towards specialist and senior customer service roles. Through every customer interaction, the Customer Service Representative contributes to the British Council’s reputation as a trusted organisation and supports its wider purpose of creating opportunities, building connections and fostering trust and understanding worldwide.

Main Accountabilities:

Customer Service Delivery

The role is responsible for delivering an excellent customer experience across multiple service channels, including face-to-face interactions, telephone, email, web chat, and social media. The postholder handles customer enquiries, registrations, requests, and complaints professionally, accurately, and efficiently, ensuring all interactions are aligned with British Council service standards and contribute to positive customer outcomes. The role supports customers throughout their journey by providing timely information, resolving issues, and ensuring a consistent, high-quality service experience.

Data Management and Compliance

The role maintains accurate and timely customer records across CRM and other business systems, ensuring data integrity and compliance with organisational policies and procedures. The postholder follows safeguarding, financial control, information security, and data protection requirements at all times, ensuring customer information is managed securely and operational processes meet audit and compliance standards.

Sales and Customer Retention

The role contributes to sales and customer retention objectives by identifying customer needs and recommending relevant products and services during routine interactions. The postholder proactively promotes appropriate British Council offers, supports customer decision-making, and helps maximise conversion and retention opportunities while ensuring a customer-focused approach is maintained throughout the sales process.

Customer Insight and Continuous Improvement

The role gathers and shares customer feedback, observations, and insights to support continuous improvement initiatives and the Voice of the Customer programme. The postholder identifies emerging customer trends, recurring issues, and opportunities to enhance the customer experience, contributing to service improvements and helping the business better understand customer needs and behaviours.

Operational Support

The role supports the effective delivery of key operational processes, including customer registrations, consultation bookings, payments, refunds, and customer communications. The postholder ensures all activities are completed accurately, efficiently, and in accordance with quality assurance requirements, operational procedures, and audit standards, contributing to the smooth delivery of services and customer satisfaction.

Product and Service Knowledge

The role maintains a thorough and up-to-date understanding of British Council products, services, systems, and policies to ensure customers receive accurate, relevant, and timely information. The postholder actively develops their knowledge and expertise to provide effective guidance, support informed customer decisions, and deliver a high standard of service across all areas of responsibility.

Knowledge & Experience:
Minimum / 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
•    English at Proficiency Level C1

Closing Date: Applications will close at 21:59 UK Summer time on Sunday, 13 September 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 - London, Cardiff, Edinburgh or Manchester (100% remote working) 

Salary: £28,072 gross 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.  

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