Customer Advisor x 2 - English and Exams (KK20153959)
Country / Territory
English & Exams
Job Category
Customer Services
Pay Band
Pay Band 6
Vacancy Description
Pay Band: 6. Location: Manchester. Contract length: 3 Years FTC Closing date: 23.59 UK time on 22nd September 2019. Applicants must have the right to work in the UK.



The British Council is seeking a two Customer Advisors to join the British Council Customer Service UK (BCCS) team based in our offices in Manchester.


Who We Are

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 Opportunity

This is a fantastic opportunity for an individual seeking to provide excellent customer support as part of a high-performing customer service team. This includes answering enquiries received via e-mail, telephone, social media and in writing; providing administrative support for the team in delivering the service, and working alongside key internal stakeholders.



Responsibilities will include:

  • Manages relationships with a wide variety of customers relating to all aspects of the work of the British Council from customers based all around the world
  • Uses Salesforce CRM to manage customer accounts and cases, taking end-to-end accountability for customer enquiries to deliver an effortless experience
  • Builds relationships with new and existing customers by using customer accounts in Salesforce CRM, establishing their needs and managing cases in line with global customer service standards
  • Empowered to manage and resolve low-level customer complaints in accordance with British Council Global Complaints Guidelines and without the need to escalate
  • Identifies and escalates more complex enquiries or high-level customer complaints appropriately and in a timely manner
  • Takes ownership of enquiries and uses relationships with key internal contacts to ensure enquiries and complaints are resolved swiftly and positively
  • Interprets existing processes and policies to identify ways to resolve customer enquiries
  • Develops relationships for effective customer enquiry handling at B2B and B2C with an agreed group of internal customers/stakeholders and actively shares, develops and disseminates information relevant to effective customer enquiry handling


Skills and Experience:

  • The successful candidate will have experience of working in a team ideally within a customer service environment as well as demonstrable experience of Using judgement and problem-solving skills to resolve complex enquiries and complaints.
  • Excellent telephone and writing skill
  • Experience of developing cross-departmental relationships
  • Customer focused, with a good understanding of corporate customer service standards


What you will receive:

  • Attractive salary
  • Generous pension
  • 32 days annual leave excluding bank holidays


For more information, please see below         


Role Profile
British Council Skills

British Council Behaviours

If you feel that you are suitable and would like to be considered for this role, please apply before 23:59 UK time on the 22nd September 2019.

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 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.    

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. In the UK, and in other countries where appropriate systems exist, these include criminal records checks.