Customer Service Representative

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For over 90 years we have shaped brighter futures through education, arts, culture, language, and creativity. We work with people in over 150 countries and reach over 700 million people. We connect. We inspire. Department: English and Exam Division: Customer Sales & Service Role purpose The Customer Service Representative (CSR) is the first point of contact for customers, delivering high-quality service across face-to-face, phone, email, web chat, and social media channels. The role manages enquiries, registrations, transactions, and complaints, ensuring accurate information, efficient service, and a positive customer experience. CSRs also identify opportunities to promote relevant products and services, supporting customer satisfaction, retention, business growth, and the British Council's mission of building trust and understanding worldwide. Main Accountabilities * Deliver excellent customer service across multiple channels (face-to-face, phone, email, web chat, social media), ensuring enquiries, complaints, and registrations are handled professionally, accurately, and in line with service standards. * Maintain accurate and timely data entry on CRM and other systems, ensuring compliance with safeguarding, financial, and information security policies. * Identify opportunities during service interactions to recommend suitable products and services, contributing to sales and retention targets. * Provide feedback and insights on customer needs, behaviours, and issues to support continuous improvement and Voice of the Customer initiatives. * Support the delivery of operational processes such as booking consultations, payments, refunds, and customer communications, ensuring alignment with quality audit requirements. * Continuously develop knowledge of British Council products, services, and policies to ensure customers receive up-to-date and accurate information. Qualifications and Work Experience Work Experience Essentials * Experience of working in a customer-facing role, delivering services to agreed quality and sales targets. * Strong computer literacy with the ability to use standard applications confidently. Desirables * Experience of supporting service-to-sales opportunities within a customer interaction. * Proficient in using computer systems and digital tools including CRM platforms and online registration systems Important Information * Language requirements: English C1 and local language * British Council Pay Band: 4/H * Contract type: 1 year Fixed-term contract * Working location: Algeria * Proof of Identity requirements/right to work in country: Candidates should ensure they have the legal right to live and work in the country where the role is based. Visa sponsorship and relocation assistance are not provided. * Closing Date: Monday, 25 Nov 2026 (23.59 ICT ~ 18.00 WCAST) A connected and trusted UK in a more connected and trusted world. Equality, Diversity and Inclusion Statement We are committed to equality, diversity and inclusion and we welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work. The British Council is a Disability Confident Employer. The Disability Confident scheme helps challenge attitudes, increase understanding of disability, and ensure staff are drawn from the widest possible pool of talent and we guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities. Safeguarding Statement The British Council is committed to safeguarding children, young people, and adults who we work with. We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989. Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children. If you experience any difficulties with submitting your application, please email askhr@britishcouncil.org