Assistant Manager, Customer Management (Customer Relations) (HKG-NT-1936)
East Asia
Country / Territory
Hong Kong
Hong Kong
Teaching Centres
Job Category
Customer Services
Pay Band
Pay Band 5
Vacancy Description
Location: Hong Kong | Contract: Permanent | Start Date: June 2019 | Deadline for Applications: 14 May 2019 (23:59 UK Time)

Assistant Manager, Customer Management (Customer Relations) (HKG-NT-1936)




British Council Hong Kong is one of the biggest in the global network with thousands of adult and young learner students studying with us at any one time. We also have a large examinations operation facilitating the taking of UK examinations. In addition, we have enquiries on our educational and arts services as well. Our customers engage with us face-to-face, online, through email and via the phone.



To monitor team members’ performance and to ensure the team fully understand their responsibilities and duties. To complete deliverables, performance reviews and year-end evaluation on time. To provide support and feedback to Line Managees on a regular basis. To carry out recruitment as appropriate.


You will also act as the Young Learner or Adult Courses Lead whereby you will be responsible for ensuring the sales and the customer management team is fully trained and updated on Young Learner or Adult courses product knowledge and / or changes


To proactively liaise with Marketing, Teaching Centre Operations Manager and Sales Manager from time to time to acquire and maintain an excellent level of pricing and discounts. To handle all types of complaints and feedbacks, such as complaints/feedbacks related to course products and operational, etc.




You can take pride in the fact that you will be part of a team that enables the British Council to meet its objectives and gives all our customers an exceptional experience. You will also be able to join regular professional development, training and skills programmes to develop your experience and skills.



We are looking for a Manager with at least 3 years of supervisory / managerial experience working in a service/sales environment, preferably in the service industry. An experience in handling complaints is very much desirable given the nature of the role.




For more information please see Role profile and British Council Generic Behaviours

This is an interesting and absorbing role in which you can support us to build the awareness of the British Council in delivering to the needs of our customers.



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.

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, recognizing discrimination as a barrier to equality of opportunity, inclusion and human rights.


All staff worldwide is required to ensure their behaviour is consistent with our policies.


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 matters - 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.