Customer Service Representative

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 The Customer Service Representative (CSR) delivers consistent, high‑quality customer experiences across all service channels, including face‑to‑face, phone, email, web chat and social media. As the first point of contact for customers, you will manage enquiries, registrations, complaints and transactions efficiently, ensuring accurate information, smooth customer journeys and full adherence to agreed service standards and British Council policies. You will aim to resolve the majority of customer issues at first contact, escalating complex matters when required and identifying opportunities to promote relevant products and services to support sales and retention. The role requires strong attention to data accuracy, compliance and effective use of systems such as CRM and registration platforms, while combining service excellence with proactive engagement to build customer satisfaction, loyalty and advocacy in support of the British Council’s mission. Role Accountabilities You will deliver excellent customer service across multiple channels, handling enquiries, complaints, registrations and transactions professionally, accurately and in line with service standards. You will maintain high levels of data accuracy on CRM and other systems, ensure compliance with safeguarding, financial and information security policies, and support operational processes such as consultations, bookings, payments, refunds and customer communications in line with quality audit requirements. You will identify opportunities during customer interactions to recommend suitable products and services, contributing to sales and retention objectives, and provide feedback and insights on customer needs and issues to support continuous improvement and Voice of the Customer initiatives. You will continuously develop knowledge of British Council products, services and policies to ensure customers receive timely, accurate and up‑to‑date information. Requirements Essentials: * 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. * Good communication skills with the ability to provide clear and accurate information to customers. * C2 level of local language is required and written and verbal proficiency in English at C1 level, as British Council systems and global processes operate in English. Desirables: * Experience of supporting service‑to‑sales opportunities within customer interactions. * Experience using CRM systems, online registration platforms or other digital customer service tools. Important Information * Contract Duration: Indefinite * Pay band: 4 / Grade H * Salary: 6,500 RON * Location: Romania * Working model: Hybrid * Proof of Identity requirements & right to work in the country: Applicants must have the legal right to work in the stated location. Visa sponsorship and relocation assistance are not provided. * Closing date: Sunday, 9 August 2026 at 23:59 UK time (Monday, 10 August 2026 at 01:59 in Romania) 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