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Customer Service Representative
Middle East North Africa (MENA)
Country / Territory
English & Exams
Job Category
Customer Services
Pay Band
Pay Band 4
Vacancy Description
Job Title: Customer Service Representative Department: Customer Services Location: Algiers - Algeria Salary: 78,000 DZ/month. Contract Duration: 1-year Fixed Term contract with renewable option Number of Posts: 1 Post Grade: H - PB4 Closing date: 22 February 2020

About Us:

The British Council is the UK’s international organisation for cultural relations and educational opportunities. We create friendly knowledge and understanding between the people of the UK and other countries. We do this by making a positive contribution to the UK and the countries we work with – changing lives by creating opportunities, building connections and engendering trust.

We work with over 100 countries across the world in the fields of arts and culture, English language, education and civil society. Each year we reach over 20 million people face-to-face and more than 500 million people online, via broadcasts and publications. Founded in 1934, we are a UK charity governed by Royal Charter and a UK public body.

English & Exams:

Through our English and Exams work we aim to achieve more widespread and better-quality teaching and learning of English worldwide and offer access to professional qualifications. Working with policymakers, government ministers, teachers and learners across the world we help millions of people to access English by supporting the teaching and learning of English in public education systems, and through self-access materials and courses. We teach learners and teachers of English face-to-face in dedicated teaching centres and online through a range of courses. Every year three million people take international exams with help from the British Council, gaining qualifications that can open doors at leading academic institutions and improve employment prospects.

Examinations/ UK qualification deliver 95,000 examinations to 55,000 candidates annually. IELTS and other English language examinations account for 10% of this volume and are registered for through Customer Services.

Role purpose:

The post-holder will deliver effective, quality-driven first line service to customers, clients and stakeholders at the British Council, ensuring the customers receive the information and services they need in a friendly, professional, efficient and responsive environment.

They will understand the English Language needs of existing and prospective Adult and Young Learner students and exams candidates provide effective and persuasive guidance regarding their British Council study pathway, in order to support the achievement of business registration and re-registration targets.


Main opportunities/challenges for this role


This role provides an opportunity to develop strong selling and relationship management skills. Regular training opportunities will be provided, however an appetite and natural aptitude for sales is required. The post-holder will evaluate customers’ level of English and understand their learning goals in order to recommend a particular study pathway appropriate to their level. Strong product knowledge and confidence in their ability to interpret customers’ language level is a must. This position would appeal to candidates who prefer to specialise in a particular product area. Post-holders will benefit from the opportunity to focus on Teaching Centre customers and products and develop expertise in converting TC enquiries into sales. 

For more information about the job, please visit the following lnks:
Role Profile
British Council Core Skill
British Council Behaviours


Equality Statement:

Valuing diversity is essential to the British Council’s work. We aim to abide by and promote equality legislation by following both the letter and the spirit of it to try and avoid unjustified discrimination, recognising discrimination as a barrier to equality of opportunity, inclusion and human rights.   All staff worldwide are required to ensure their behaviour is consistent with our policies.

Child Protection:

The British Council is a full member of Keeping Children Safe (KCS) and has achieved level 1 child safe certification. We believe that all children have the right to be protected from all forms of abuse as set out in article 19, UNCRC, 1989 and that every child matter - everywhere in the world. In line with the British Council's Child Protection policy, any appointment is contingent on thorough checks including criminal record checks, in line with legal requirements.