Customer Service Executive - English Services

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.

We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021–22 we reached 650 million people.

Pay Band: 4 / H

Country/Location: Noida, India

Department:  GSS English & Exams (English Operations)

Contract Type: Fixed Term Contract, until 31st March 2026

Closing Date: Wednesday, 18th June 2025- 23:59 Malaysia Time (GMT +8)

Role Purpose

The Sales and Customer Experience Executive supports the British Council’s fully online Adults English course, English Online, by delivering high-quality customer service and contributing to commercial success. The role focuses on providing prompt and effective support to both new and existing customers, primarily through email and webchat, while following standard operating procedures and meeting service level agreements. It also serves as a key contact point for potential customers, aiding sales and marketing efforts to drive registrations. Additionally, the role involves resolving service requests, coordinating with support teams as needed, and using systems like Salesforce CRM to capture customer insights that help enhance the overall customer experience.

Role Accountabilities

The role involves managing customer service cases from active learners through to resolution, primarily via email and live chat, while adhering to standard operating procedures and service level agreements to maintain high service standards. It includes handling payment support requests such as cancellations and refunds, responding promptly to new sales enquiries to encourage registrations, and supporting marketing and re-marketing campaigns. The role also requires accurate recording of customer interactions in the CRM to provide insights for improving the customer experience. Additionally, the position involves collaborating with payment support, technical teams, and occasionally acting as a liaison for Teaching Centre Sales and Customer Service teams to ensure smooth resolution of service and sales enquiries.

Role specific skills, knowledge and experience

The ideal candidate should have excellent written and verbal communication skills, strong attention to detail, and at least two years of customer service experience, preferably in an international context. They must be able to manage and prioritize multiple tasks effectively and be familiar with CRM platforms, reporting tools, and Microsoft Office applications. Desirable qualifications include experience in B2C sales or marketing, knowledge of the education sector—especially English Language Teaching (ELT), understanding of GDPR and data governance, experience working across multiple countries, and providing customer support in an online environment. 

Further Information

Language: Strong English proficiency is crucial for this role, requiring fluency in both written and spoken communication to effectively navigate British Council systems and international operations.

Qualification: Graduation is required, or a diploma, degree, or similar qualification, or at least two years of related work experience. A professional qualification in areas like Customer Service or Business Management is a plus.

Locally recruited: Applications are welcomed from candidates currently in this location with a natural right to work. Relocation support is not provided.

Overseas Citizen of India (OCI) card holders will need have, or be able to obtain, a valid special work permit issued from Government of India (GOI) to work in the British High Commission (BHC). BHC will not be able to sponsor work visas or obtain/ assist with the special work permit from GOI. Offers of employment made to OCI card holders will be conditional upon candidates obtaining a special work permit.

Note: For requisite special permission to take up employment in any foreign Diplomatic Missions in India, OCI Cardholder must visit https://ociservices.gov.in

Work Schedule: This is a 24/7 on-site role with rotating shifts, including night shifts. The position offers two days off per week, which may not always fall on weekends. Flexibility and adaptability to a continuous shift-based environment are essential.

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

Equality , Diversity, and Inclusion (EDI) Statement

The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment.  We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability.  All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

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; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

If you have any problems with your application please email askhr@britishcouncil.org

Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.