Head of Customer Service - Nigeria
Sub Saharan Africa
English & Exams
Job Category
Customer Services
Pay Band
Pay Band 7
Vacancy Description
Job type: Indefinite Reports to: Country Exams Manager Payband: 7 Vacancy advertised internally and externally. Applicants must have the pre-existing right to work in Nigeria. Closing date for applications: 19th August 2016 at 23.59 UK time
Do you want to be part of a multicultural organization with dynamic teams spanning six continents? Then this might just be the place for you  

Welcome to the British Council, the UK’s cultural relations organization. We create international opportunities for the UK and other countries and build trust between them worldwide.

We have teams and offices in six continents and over 100 countries bringing exciting international opportunities to life, every day. Each year we work with millions of people, connecting them with the United Kingdom, through our work in English, the Arts, Education and our ways of living and organizing society. We have over 75 years’ experience of doing this.

We are on a mission to find a dynamic, creative, customer-centric individual who will join and lead our customer service team. If this sounds like you, then you definitely want to look though the information below   

The Role
Head, Customer Service – Nigeria (Middle Management)

The Responsibilities
You will be in charge of:
> Strategy and Planning
> Team Leadership and Management
> Service Delivery and Improvement

The Person
We are looking for someone with:  

> Three year’s line management experience and leading a customer service or operations team to meet challenging targets.  
> Experience monitoring service to quality standards and devising and implementing improvements to these quality standards.
> Track record of working across departments to drive customer-focused service improvements
Demonstrated experience managing relationships with external partners and stakeholders

The Extras
> Managing People
> Managing Accounts and Partnerships
> Communicating and Influencing

It would be great if you have the above and come with added experience in managing a call centre or services environment as well as a qualification in Customer Service.

The Benefits (What you get in return)
> Meet and work with a diverse group of creative and innovative people  
> Opportunity to work in a multicultural and multinational environment
> Enjoy great career/ learning and development prospects
> Medical Scheme for Self and Family

Read through the Role Profile for the starting salary

So if you think this is the right job for you, please click on the apply button. Note that you should only fill out the application after thoroughly reading through the ROLE PROFILE & GUIDANCE NOTES. There’s some important information you don’t want to miss.

Role Profile - Head of Customer Service - Nigeria.pdf
British Council Behaviours.pdf
Core Skills.doc

Note to Applicants
On the supporting statement, candidates should write an additional 100-200 words explaining how they meet the following requirements:  
 1. Line management and leading a customer service team to meet challenging targets.
 2. Monitoring service to quality standards; devising and implementing improvements to these.
 3. A track record of working across departments to drive customer service improvements

Interviews will be held face to face in Lagos only. The application process includes a language and aptitude test, job shadowing for a couple of hours and a presentation during interview. We welcome applications from persons from the Hausa/Fulani communities as these are under-represented in our staff.

Closing date:  Friday 19th August, 2016


The British Council is committed to a policy of equal opportunity and is keen to reflect diversity of UK society at every level within the organisation. We welcome applications from all sections of the community. In line with the British Council’s Child Protection policy, any appointment is contingent on thorough checks. In the UK, and in other countries where appropriate systems exist, these include criminal records checks