Customer Experience Assistant

Job Title: Customer Experience Assistant

British Council Pay band:  2J

Department:  English and Exams
Contract type: Indefinite

Closing Date: Sunday 1st March(23:59 GMT)

Location: Armenia - Yerevan

You must have the legal right to work in the stated location. We will not be providing Visa sponsorship and relocation assistance is not provided.

This is an on-site role, however British Council supports working in new ways such as hybrid working and certain level of working from home could be a possible, subject to full approval by line management and conditional upon our ability to provide the appropriate level of service. This may not be appropriate for all roles but can be explored at interview.

Role Purpose

This role plays a key part in supporting the delivery of the British Council’s country plan objectives in Armenia. You will provide high‑quality, friendly, and efficient customer service across all English and Exams products and services, ensuring a positive and professional customer experience. You will help uphold our Customer Service Excellence standards in every interaction—whether face‑to‑face, by phone, email, chat, or social media.

Role Context

The Customer Service Assistant is part of the Customer Management function, whose mission is to create advocates and to win and retain customers by supporting them throughout their journey with the British Council.
This role is essential to the long‑term success of our commercial operations—particularly the Examinations business—and supports our wider cultural relations objectives.

Based in Yerevan, the post holder will work as part of Armenia Customer Service team and will report to the Customer Experience Manager Western Balkans, Israel and Armenia. The role directly contributes to the Exams B2C sales plan and its delivery in Armenia.

Main Accountabilities

 Day‑to‑day Customer Service Delivery

• Deliver a consistent, positive customer experience aligned with the Global Customer Service Strategy and all relevant corporate standards and policies.
• Handle enquiries and complaints across all channels (in person, email, phone, chat, social media) in a friendly, professional, and brand‑appropriate manner. Escalate second‑level enquiries as required and ensure timely follow‑up.
• Provide accurate information and manage customer expectations to ensure a smooth customer journey.
• Accurately record customer interactions, data, and opportunities in Salesforce.
• Conduct outbound calls to provide updates, share feedback, and proactively support customers in accessing information or services. Promote the full range of British Council products to encourage engagement and support cross‑selling.
• Contribute to the Voice of the Customer programme by regularly sharing customer insights gathered through formal and informal channels.
• Deliver reception and registration duties in line with corporate policies, ensuring all customer‑facing spaces reflect the British Council brand and remain clean, tidy, and welcoming.

 Information & Knowledge Management

• Manage all information in accordance with British Council information management standards, UK Data Protection Principles, and relevant local legislation.

Other Duties

• Support administrative tasks as assigned, including sending SMS or email communications to customers.

Language Requirements

• English: B2/C1
• Armenian: C1/C2

Working Pattern

• 5‑day work week (40 hours), Monday–Friday, 09:00–17:00
• Weekends and public holidays off

Person Specification

Qualifications

Essential

• Diploma or equivalent professional experience

Desirable

• University degree
• Customer Service qualification

Role‑specific Knowledge and Experience

Essential

• Fast learner with a passion for customer service and sales
• Self‑motivated and results‑driven
• Minimum one year of customer service experience

Desirable

• Experience with CRM and call‑management systems

Skills

• Strong IT skills, including MS Word and MS Excel
• Excellent attention to detail