Job Description

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 Sales and Services Support Officer is responsible for ensuring the effective delivery of customer service and sales activities that support the smooth operation of the British Council’s Exams and Customer Services functions in Ghana. The role contributes to the achievement of customer service standards, sales objectives, and key performance indicators by providing accurate information, resolving enquiries, and delivering a high-quality customer experience in line with corporate policies and procedures. Acting as an ambassador for the British Council, the role supports customers and stakeholders throughout their journey, promotes British Council examination services, and contributes to the achievement of business and customer engagement targets.

The role sits within the Customer Management function, whose purpose is to attract, retain, and develop customer relationships by supporting and engaging customers throughout their experience with the British Council. The function plays a critical role in sustaining the organisation’s commercial activities, particularly within the English and Examinations business, while also supporting the British Council’s wider cultural relations mission.

The Customer Sales and Services Support Officer contributes directly to the delivery of the English and Examinations Business Plan, with a particular focus on supporting Business-to-Consumer (B2C) sales objectives and performance targets in Ghana and across Sub-Saharan Africa. The role is responsible for providing high-quality customer support, responding to enquiries about British Council examination services, and helping to ensure a seamless and positive customer experience that drives customer satisfaction, engagement, and loyalty.

Based in Accra, the post holder works as part of a customer-focused team and collaborates closely with colleagues to deliver consistent service standards and achieve operational and commercial objectives. The role reports to the Customer Sales and Services Manager and supports the delivery of customer service excellence by ensuring that customer interactions are managed effectively, professionally, and in accordance with British Council standards.

Main Accountabilities:
Day to Day Customer Service Delivery
The role is responsible for delivering a consistently high-quality customer experience in line with the British Council Customer Service Strategy, policies, and standards. The postholder acts as the first point of contact for customers, responding professionally and efficiently to enquiries received in person, by telephone, email, and social media, and ensuring that more complex enquiries are referred and resolved within agreed timelines. The role manages reception and registration activities, ensuring customer-facing environments reflect the British Council brand and that all interactions demonstrate the organisation’s values and commitment to excellent service.

The postholder maintains accurate customer records and data through approved systems and processes, ensuring information is up to date and managed in accordance with organisational requirements. The role contributes to the Voice of the Customer programme by gathering, recording, and sharing customer insights to support service improvement initiatives. In addition, the postholder supports the delivery of customer information sessions and British Council events, ensuring compliance with customer service, safeguarding, and child protection standards while creating a positive and engaging experience for customers.

Sales
The role is responsible for achieving agreed individual sales, income, and conversion targets through proactive customer engagement and effective sales practices. The postholder builds strong relationships with prospective customers, identifying their needs and providing tailored information and advice on British Council products and services. Acting as the primary point of contact throughout the customer journey, the role guides customers from initial enquiry through to successful registration or enrolment.

The postholder proactively manages and nurtures sales opportunities using CRM systems, conducts outbound communications to support customer conversion and re-engagement activities, and monitors customer progress throughout the sales pipeline. The role maximises conversion rates by effectively communicating product benefits, addressing customer concerns, and identifying opportunities for cross-selling and up-selling. Through ongoing analysis of customer behaviour and conversion performance, the postholder provides valuable feedback to business teams and recommends actions to improve sales outcomes and customer experience. The role also maintains a strong and current understanding of British Council products and services to ensure accurate and informed customer guidance.

Support to Exams
The role supports the delivery of examinations services by managing customer contact, registration, payment, and post-test activities in accordance with defined quality standards and operational procedures. The postholder ensures examination candidates receive accurate information and support throughout their registration journey, contributing to the successful delivery of the country examinations business plan.

The role is responsible for the accurate collection, processing, reconciliation, and reporting of examination-related income, ensuring compliance with financial controls, audit requirements, and organisational policies. The postholder works closely with Exams colleagues to provide a seamless customer experience, ensuring issues and complaints are managed effectively and escalated appropriately when required. The role supports customer interactions across digital and social media channels, maintaining brand standards and enhancing customer satisfaction.

The postholder maintains accurate candidate records and processes registrations within British Council examinations systems, ensuring a high level of data accuracy and integrity. The role contributes to the achievement of customer service performance measures, including customer satisfaction, customer effort, and mystery shopping results, while supporting financial administration and income reconciliation activities in partnership with finance and examinations colleagues.

Administrative Support
The role provides general administrative support to ensure the efficient operation of customer service and examinations activities. The postholder undertakes additional duties and responsibilities as assigned by management, supporting business priorities and contributing to the effective delivery of British Council services and objectives.

The above accountabilities may be amended from time to time in line with business requirements. Any changes will be communicated and agreed by the relevant Line Manager.

Role specific skills
• Self-motivated and target focused
• Resilience
• Strong communication skills – including both verbal and written
• The ability to influence and negotiate with others
• Commercial awareness
• Problem solving
• Competent IT skills
• Numerical skills

Knowledge & Experience:
Minimum / Essential:
• Comprehensive experience in customer service and sales.
• Thorough understanding of marketing and negotiating techniques.
• Fast learner and passion for customer service and sales
• Self-motivated with a results-driven approach
Desirable
• Hands-on experience with CRM software is a plus

Language Requirements
• English at Proficiency Level B2

Education
• Higher Diploma / Degree

Closing Date: Applications will close at 20:59 Ghana time on Sunday, 30 August 2026
Please note that candidates must have the pre-existing, legal right to work in Ghana, at the time of application. This role is open for National Service Person scheme only.

Important information
Location: Accra, Ghana
Contract Type: Fixed-term – 1 year
Pay-band: K
Salary: GHS 1,254 gross per month
Work arrangements: Tuesday-Saturday

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