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.
The Customer Service Representative (CSR) delivers high-quality customer experiences across all channels, serving as the first point of contact for enquiries, registrations, complaints, and transactions. The role focuses on resolving issues at first contact, escalating when required, promoting relevant products and services, and ensuring compliance, data accuracy, and effective use of customer systems. Through service excellence and proactive engagement, CSRs drive customer satisfaction, loyalty, retention, revenue growth, and support the British Council’s mission of building trust and understanding worldwide.
The Customer Service Representative (CSR) delivers excellent customer service across multiple channels, including face-to-face, phone, email, web chat, and social media. The role handles enquiries, complaints, registrations, bookings, payments, refunds, and customer communications professionally and accurately, ensuring compliance with service standards, quality requirements, safeguarding, financial, and information security policies. CSRs also maintain accurate and timely records in CRM and other customer management systems.
The CSR identifies opportunities to recommend relevant products and services, supporting sales and customer retention objectives. They provide customer insights and feedback to support continuous improvement and Voice of the Customer initiatives, while continuously developing knowledge of British Council products, services, and policies to ensure customers receive accurate, up-to-date information and a positive customer experience.
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.
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.
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
We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.
We uniquely combine the UK’s deep expertise in arts and culture, education and the English language, our global presence and relationships in over 100 countries, our unparalleled access to young people and influencers and our creative sparkle.
We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.
For more information, please visit: http://www.britishcouncil.org
