Customer Services Officer - Sri Lanka
South Asia
Country / Territory
Sri Lanka
Business Support Services
Job Category
Customer Services
Pay Band
Locally appointed Grade J
Vacancy Description
One year fixed term contract / Sri Lankan citizen or in possession of a valid work visa to work in Sri Lanka / Under our Child Protection agenda, the post-holder is required to obtain a Police Report, Medical report, three reference checks and three forms of ID and original qualifications prior to appointment.

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.


British Council Sri Lanka is a vibrant operation delivering a high impact portfolio of projects. We have more than 28,000 members in our library which is the largest membership in the British Council global network and run two of the largest British Council Teaching Centre and Exams operations in the world.  Our total staff strength is over 225 across three offices; Colombo, Kandy and Jaffna. Customer Service is core to delivering and supporting our services.


We have a national call centre which responds to nearly 10,500 calls a month and an integrated customer service reception which handles over 6000 customers and 2000 e-mails on an average month in Colombo. Kandy and Jaffna operations are also similar, although the volumes of enquiries are comparatively lesser than Colombo.


The purpose of the job is to provide excellent Customer Service to all customers interested in all of the British Council’s activities (including English teaching, Examinations, Education UK, Library and cultural operations) in order to meet and exceed customers’ expectations, and enable the British Council to meet its corporate objectives.


We are looking for an energetic team player with strong interpersonal and communication skills.


Applicants should possess GCE Advanced Level or equivalent educational qualification. Work experience in customer service with a good track record is desirable. (Refer to the role profile for further details)

·         Start date : January 2019 onwards
·         Role profile
·         British Council Behaviours
·         British Council Core Skills

The British Council is committed to a policy of equal opportunity and child protection. We welcome applicants from all sections of the community. We work to ensure that people are not unjustifiably discriminated against on the basis of age, disability, ethnicity, gender, religion or belief, sexual orientation or any other irrelevant grounds.