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.

The Role:

The Customer Service Representative (CSR) provides seamless, high-quality support across multiple channels, handling enquiries, complaints, and transactions accurately and efficiently. As the first point of contact, they resolve issues, escalate when needed, and promote relevant services. The role emphasizes compliance, data accuracy, and system use, driving customer satisfaction, loyalty, retention, and contributing to overall revenue growth.

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:

Essential:

• 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.

Desirable:

• 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.

Language Requirements: English and Spanish/French

Education: Bachelors

Closing Date: Applications will close at 23:59 UK time/ 16:59 Mexico City on Tuesday, 21st July 2026

You must have the legal right to work in Mexico at the time of application.

Important Information:

Business unit: English & Exams

Department: Customer Experience Success

Pay Band: 4

Salary: 20,664.00 Mexico Peso

Country/Location: Mexico

Contract Type: Fixed Term Contract – 2 years

Note This role requires a flexible approach to shift patterns, including evening and weekend working, so any two days week off, but not necessarily Sat/ Sun to ensure support to the team of Customer Service Executive distributed across different regions. This is a hybrid role.

Requirements:
Please note that candidates must have the pre-existing, legal right to work in Mexico.

Mobility / relocation / visa sponsoring support will not be provided.

British Council supports working in new ways such as hybrid working, subject to full approval by line management and conditional upon our ability to provide the appropriate level of service. This may not be appropriate for all roles but can be explored at interview.

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