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. We work with people in over 150 countries and reach over 700 million people. We connect. We inspire Role Purpose: Support the management of Business-to-Organisation (B2O) accounts across the Europe region, helping businesses, schools, universities and government organisations achieve their objectives through the British Council’s products and services. Working closely with Sales and Delivery teams, the role supports the customer journey from onboarding through to service delivery, building strong client relationships and ensuring a positive customer experience. By proactively addressing customer needs, coordinating internal stakeholders and supporting the successful delivery of solutions, the role contributes to customer satisfaction, retention and business growth. Main Accountabilities: Service and Product Delivery Support Support the onboarding and implementation of B2O customers by ensuring accurate setup across British Council systems and providing guidance on products, services, and processes. Work closely with Sales, Operations, and Delivery teams to manage service requests, resolve customer issues, coordinate service changes, and maintain high standards of delivery. Monitor customer feedback and escalate concerns to support continuous improvement and an excellent customer experience. Analysis and Reporting Maintain accurate customer and service data within CRM and other business systems, ensuring timely reporting on delivery performance, engagement, outcomes, and customer success metrics. Manage feedback and monitoring activities, provide insights to customers and internal stakeholders, and contribute to reporting that supports account management, retention, growth, and service improvement. Business Development Support Conduct research and gather market intelligence to support business development activities and identify new opportunities. Proactively promote relevant British Council products, services, events, and resources to enhance customer value and strengthen client relationships. Support Account Managers in identifying opportunities for account growth, renewals, and repeat business. Relationship and Stakeholder Management Build and maintain effective relationships with customers and internal stakeholders to support successful service delivery and customer satisfaction. Understand client needs, gather future requirements, and support the delivery of account plans to strengthen retention, growth, and long-term partnerships. Finance and Resource Management Support the effective administration of customer accounts by ensuring invoices, payments, contractual documentation, and supplier records are managed accurately and in accordance with financial policies and compliance requirements. Monitor outstanding payments and contribute to debt management activities. Managing Self and Others Coordinate activities with colleagues, suppliers, and other stakeholders to ensure services are delivered efficiently, on time, and to agreed quality standards. Monitor progress, support effective collaboration, and contribute to the successful achievement of customer and business objectives. Role specific skills • Stakeholder management and Project management skills • Proficiency in Microsoft Office programs Knowledge and Experience Minimum/essential • 2+ years' experience of sales and/or account/customer management • Good relationship management capability 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 Education/Qualifications: • Sales or Marketing qualifications • University degree or equivalent in a relevant subject or discipline Languages Essential: • English level at C1 speaking and writing • Polish level at C1 speaking and writing Closing Date: Applications will close at 22:59 PM CET on Sunday, 8 November 2026 Please note that candidates must have the pre-existing, legal right to work in Poland, at the time of application. Important information: Location: Warsaw, Poland, hybrid (3 days in office) Contract Type: FTC 2 years with option for extension. Pay-band: 4 Salary: 6 150 PLN gross per month 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