Account Support Officer

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, and creativity. Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. We connect. We inspire. ### Role Purpose This role is focused on building and managing strong relationships with Business-to-Organisation (B2O) accounts across Europe, including businesses, schools, universities, and government organisations. You will work collaboratively with Sales and Delivery teams to support and enhance the customer journey, ensuring a seamless experience of our products and solutions. By understanding each customer’s objectives, you will play a key role in driving customer success—helping organisations realise value, achieve their goals, and foster long-term partnerships. ### Main Accountabilities You will support the successful delivery of services and products by onboarding new B2O clients and ensuring they are effectively set up across British Council systems. This includes training partner stakeholders, maintaining delivery quality in collaboration with Sales, Delivery, and Operations teams, and managing customer enquiries and service requests to resolution within agreed timelines. You will also coordinate any changes to delivery, handle CRM cases, and ensure client feedback is shared to continuously improve the customer experience. You will be responsible for generating and maintaining accurate data and reporting, providing clients with insights on delivery, engagement, and outcomes. This includes managing CRM data, running monitoring and evaluation processes, and supporting Account Managers with timely insights to drive retention and growth. Additionally, you will contribute to business development by identifying opportunities within existing accounts, researching new prospects, and supporting key account plans to maximise value for customers. Alongside this, you will support financial and operational processes such as invoicing, payment tracking, and contract management. You will coordinate tasks across internal teams and external partners, ensuring activities are delivered efficiently, on time, and to agreed quality standards. Qualifications & Skills: Essential * Proven experience of sales and/or account/customer management * Good relationship management capability * Local language at C2 level for speaking and writing. English level at C1 speaking and writing * University degree or equivalent in a relevant subject or discipline Desirable: * B2O Sales experience particularly with education and government sectors * Experience of English Language Teaching and/or Assessment * Familiarity with Salesforce or use of similar CRM Important Information: * Job Grade: 4/H * Location: Bulgaria * Contract Duration: 2 Year Fixed Term Contract * Salary: starting from EUR 1,059 to 1,483 * Closing date: 17 June 2026 This role is only open for candidates who have the legal right to live and work in the job location 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 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. 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