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

As a Customer Service Representative, you'll be the first point of contact for our customers, delivering exceptional service across multiple channels including face-to-face, phone, email, web chat, and social media. You'll help customers navigate enquiries, registrations, transactions, and resolutions with confidence and care, aiming to resolve issues at the first opportunity while promoting relevant products and services where appropriate. Using customer systems and data accurately, you'll play a key role in creating seamless customer experiences, building loyalty, and supporting organisational growth. With clear opportunities to develop from induction through to specialist roles, this is a rewarding position where your contribution helps advance the British Council's mission of building trust and understanding worldwide.

Role Accountabilities

Deliver an outstanding customer experience

Provide friendly, professional, and efficient support across multiple channels, including face-to-face, phone, email, web chat, and social media. You'll manage customer enquiries, registrations, complaints, and transactions with accuracy and care, creating seamless experiences that meet our high service standards.

Support sales and operational excellence

Play an active role in helping customers find the right products and services, identifying opportunities to support sales and customer retention. You'll also deliver key operational activities such as bookings, payments, refunds, and customer communications, ensuring processes are completed accurately and in line with quality and compliance requirements.

Maintain quality, compliance and continuous improvement

Keep customer information accurate and up to date by maintaining records across CRM and other systems while following safeguarding, financial, and information security policies. You'll contribute to improving our services by sharing customer insights and feedback, while continually developing your knowledge of British Council products, services, and policies to provide customers with accurate, relevant information.

Knowledge & Experience

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.

Important Information

• Location: Delhi, India
• Contract Type: Fixed Term Contract
• Pay band: Grade 4
• Department: English & Exams

• Legal Entity: India (IND1)

• Right to Work Requirements: You must have the legal right to work in the location in which the role is based
• Languages: English C1 and fluent proficiency in local language is required

Closing date for applications:

Sunday 30 August 2026 (23.59 British Summer Time, BST)

Monday 31 August 2026 (04.29 India Standard Time, IST)

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