Customer Service Representative

As a valued employee of the British Council, you already help us deliver our mission to 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.

We work with people in over 150 countries and reach over 700 million people.

We connect. We inspire.

Role purpose:

The Customer Service Representative (CSR) delivers consistent, high-quality experiences across all customer channels – face-to-face, phone, email, web chat, and social media. As the first point of contact, they manage enquiries, registrations, complaints, and transactions efficiently, ensuring accurate information, smooth customer journeys, and adherence to service standards.

CSRs resolve most issues at first contact, escalate when needed, and identify opportunities to promote relevant products and services, supporting both sales and retention. The role demands strong compliance, data accuracy, and effective use of systems such as CRM and registration platforms.

Offering a clear growth pathway from inductee to specialist, the CSR combines service excellence with proactive engagement to drive customer satisfaction, loyalty, and advocacy, while contributing to revenue growth and the British Council’s mission of building trust and understanding worldwide.

Role Accountabilities:

Deliver excellent customer service across multiple channels (face-to-face, phone, email, web chat, social media), ensuring enquiries, complaints, and registrations are handled professionally, accurately, and in line with service standards.

Maintain accurate and timely data entry on CRM and other systems, ensuring compliance with safeguarding, financial, and information security policies.

Identify opportunities during service interactions to recommend suitable products and services, contributing to sales and retention targets.

Provide feedback and insights on customer needs, behaviours, and issues to support continuous improvement and Voice of the Customer initiatives.

Support the delivery of operational processes such as booking consultations, payments, refunds, and customer communications, ensuring alignment with quality audit requirements.

Continuously develop knowledge of British Council products, services, and policies to ensure customers receive up-to-date and accurate information.

Role specific knowledge and experience

Essentials

University degree or equivalent is required.

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.

Desirables

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

English C1 and local language

Important Information

British Council Pay Band: 4

Department: English and Exams

Contract type: Indefinite Contract (Permanent) /Fixed Term Contract - 2 years (employees will retain their current contract type)

Working location: Senegal

Proof of Identity requirements/right to work in country: Candidates should ensure they have the legal right to live and work in the country where the role is based. Visa sponsorship and relocation assistance are not provided.

Closing Date: 8 November 2026 (23.59 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 we 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 st...