Customer Service Officer (Malawi)
Sub Saharan Africa
Country / Territory
Business Support Services
Job Category
Customer Services
Pay Band
Pay Band 4
Vacancy Description
Pay band: 4 /H (Locally engaged contract) Post Duration: 2 Years Renewable Eligibility: Pre-existing legal right to live and work in Malawi Location: Malawi, Lilongwe Closing date and time: 25 November 2019 (23:59 UK Time)
About the Job:  

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.

The Role:  

Customer Service Officer, Malawi (2 Years Renewable Contract)  

We are looking to hire a dynamic and detail-oriented individual to join our Customer Service Team, to deliver high quality customer service that is in line with corporate standards and policies in Lilongwe and in Blantyre. The post-holder will be the main point of contact for face to face visitors, telephone callers and social media enquiries. S/he will provide information about our services, counsel customers to ensure they make the right decisions regarding products and ensure enquiries are converted into sales for exams. 

You will also give the first line response to enquiries about our projects and provide answers to questions about UK education. These two posts will work collaboratively together to support the exams business and the overall profile of the organisation.    

The Opportunity:

This post will support marketing and communications strategies to increase exams income and deliver best in class customer experience to Malawi customers and prospects.


 We are looking for someone with:
  • Diploma in Relevant Field 
  • At least two years working in a reputable customer service environment 
  • Strong written English 
  • Demonstrable experience of using Microsoft Outlook; Word and Excel

Please refer to the role profile for more information on the role, its responsibilities/accountabilities and person specification.

Please follow the links for relevant document to support your application

Customer Service Officer, Malawi.pdf

British Coincil Behaviours.pdf

British Council Core Skills.pdf

Note that you should only fill out the application after thoroughly reading through the ROLE PROFILE & GUIDANCE NOTES.    

Closing date for applications is 25 November 2019 (23:59 UK time)    

Our Equality Commitment:  

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 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.

The British Council is committed to a policy of equal opportunity and is keen to reflect the 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.