Account Support Officer

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. Role Purpose The purpose of this role is to help manage relationships with Business to Organisation (B2O) accounts including businesses, schools, universities and governmental organisations to deliver customer success in the MENA region. This includes working with Delivery and Sales teams to help manage the customer’s experience of the product or solution and ensure they achieve their goals. Main Accountabilities This role provides end-to-end support for service and product delivery, ensuring a seamless experience for B2O clients from onboarding through ongoing account support. Responsibilities include registering and onboarding new clients across relevant British Council systems, training key stakeholders on products, systems, and resources, and collaborating with Delivery and Operations teams to maintain service quality. The role also manages client enquiries, service requests, and support cases, coordinates changes to service delivery, resolves issues within agreed timelines, and communicates client feedback to internal teams to drive continuous improvements in customer experience. The position is also responsible for analysis, reporting, and business growth support. This includes providing clients with data and reports on delivery, engagement, outcomes, and performance metrics; maintaining accurate client information in CRM and other business systems; managing monitoring and evaluation processes; and identifying opportunities to improve performance through data analysis. Working closely with Account Managers, the role supports account retention and growth by delivering timely client insights, researching new business opportunities, proactively identifying ways to add value through British Council products and services, and helping uncover repeat and new business opportunities with existing clients. It also supports relationship management by responding to client needs, gathering feedback on future cohorts and courses, and contributing to the delivery of key account plans. In addition, the role oversees a range of operational, financial, and coordination activities. This includes ensuring invoices are raised and issued in line with financial compliance requirements, maintaining supplier registration and documentation on client systems, monitoring payments and debt control activities, and organizing legal and contractual records. The role also coordinates internal colleagues and external suppliers to deliver time-sensitive activities, monitors progress against quality and timeline standards, and helps ensure efficient and effective service delivery across all areas of responsibility. Qualifications & Skills Essential * Experience in sales and/or account/customer management * Good relationship management capability * Local language at C2 level for speaking and writing. English level at B2 speaking and writing * University degree or equivalent in a relevant subject or discipline Desirable * Sales or Marketing qualifications * 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 * Job location: Jordan - Amman * Monthly Salary: JOD 645 * Closing date: 4 November 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 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