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

To coordinate policies and standards for proposition delivery, ensuring consistent implementation across Operations, Customer Service and the wider network, while meeting partner and regulatory requirements. The role supports continuous improvement of customer experience through policy development and implementation, working with teams to set delivery frameworks, ensure compliance, analyse impact, and drive understanding and adoption. It also reviews quality assurance outputs with Operations, leads change initiatives linked to policy updates, oversees cross-partner projects, and supports regulatory and contract reporting.

Role Accountabilities

Leadership & management

• Co-ordinate and communicate service delivery policies, standards, and frameworks aligned with product intent and customer value.
• Maintain documentation, trackers, and schedules that enable effective oversight and reporting on service enablement initiatives.

Relationship and Stakeholder management

• Support engagement between Proposition, Operations and Customer Service
• Collaborate with Product and Operations to review quality assurance outputs and identify systemic issues or improvement opportunities.

Service improvement

• Identify service improvement opportunities
• Work proactively with the IELTS partners / jointly funded roles and entities to ensure that the IELTS test in all its various permutations is supported by policies, standards and processes that maximizes the smooth, efficient and secure running of the test

Professional services expertise

• Assist in developing the rollout of tools, guidelines and resources across the Network and co-ordinating their rollout.

Consultancy, analysis and problem solving

• Gather data and insights from Network to help identify operational challenges or inconsistencies.

Qualifications and Work Experience

• Qualifications and Education Educated to degree level or equivalent work experience
• Language requirement The British Council systems and global processes operate in English. Written and verbal proficiency in English is required
• Work Experience
  • Essential: Relevant experience of working in a global business
  • Desirable: Knowledge and Experience of product development and/or management

Important information

• British Council Pay band Grade 7/F
• Contract type Indefinite Contract 
• Location: UK - This role is open to candidates based in all UK locations
• Proof of Identity requirements & right to work in country You must have the legal right to work in the stated location. Visa sponsorship and relocation assistance are not provided. 
• Closing Date: Sunday, 01 July 2026 (23.59 ICT / 17.59 BST)

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