Customer Service Representative

As a valued employee of the British Council, you already help us deliver our mission to 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. You are part of our organisation in over 200 countries and territories and where we are on the ground in more than 100 countries. We connect. We inspire. Role purpose: The Customer Service Representative (CSR) delivers consistent, high-quality experiences across all customer channels – face-to-face, phone, email, web chat, and social media. As the first point of contact, they manage enquiries, registrations, complaints, and transactions efficiently, ensuring accurate information, smooth customer journeys, and adherence to service standards. CSRs resolve most issues at first contact, escalate when needed, and identify opportunities to promote relevant products and services, supporting both sales and retention. The role demands strong compliance, data accuracy, and effective use of systems such as CRM and registration platforms. Offering a clear growth pathway from inductee to specialist, the CSR combines service excellence with proactive engagement to drive customer satisfaction, loyalty, and advocacy, while contributing to revenue growth and the British Council’s mission of building trust and understanding worldwide. Role 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. Role specific knowledge and experience Essentials * Bachelor’s degree is required. * English C1 and local language required * Experience of working in a customer-facing role, delivering services to agreed quality standards. * 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 * British Council Pay Band: 4 * Department: English and Exams * Contract type: Indefinite * Working location: Ukraine * 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: 13 October 2026 (23.59 IST) 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