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: This role is an opportunity to join the British Council’s fast-moving digital learning businesses, serving individual learners and institutional clients around the world. The postholder will work at the point where customer insight, operational delivery and product development meet. This role is the essential bridge between the commercial and proposition leadership of English Online and our specialist centralised teaching operations and customer service teams. It ensures that that the learner and client experience is joined up, responsive and commercially effective.

The successful candidate will shape how English Online improves its digital services, using evidence from customers, clients and delivery teams to influence better products, clearer processes and stronger service outcomes. They will also act as the keeper of key service policy assets, including customer terms and conditions, data retention policies, sanctioned country lists and related operational guidance. Over time, the role may also support a wider portfolio of digital English and Work proposition businesses, making this an excellent opportunity for someone with a strong customer service, operations or service enablement background who is comfortable working in a digital product environment and wants to have visible business impact.

Main Accountabilities:
Leadership & Management
The role provides practical leadership for service enablement across English Online, helping centralised Operations and Customer Service teams understand the needs, priorities and standards of the business. The postholder builds shared ways of working, supports capability development through clear guidance and resources, and promotes a culture that is customer-focused, commercially aware and committed to continuous improvement. Where new service responsibilities are emerging or not yet fully embedded, the role helps create the structure, clarity and momentum needed to make delivery work well.
Strategy and Planning
The role shapes and maintains the policies, standards and operating frameworks that help English Online scale consistently and responsibly. The postholder uses customer feedback, service data and operational insight to inform proposition planning, product development and service improvement priorities. They ensure that service delivery models remain effective for both B2B and B2C customers, and that operational requirements, compliance considerations and customer needs are built into planning from the outset.
Relationship and Stakeholder Management
The role acts as the key connector between Proposition, Product, Operations, Teaching Excellence and Customer Service teams, turning business priorities into clear service expectations and turning frontline insight into actionable improvement. The postholder maintains strong feedback loops across delivery and product teams, works with stakeholders to resolve service issues and improvement opportunities, and supports positive relationships with customers, partners and key clients where required.
Service Improvement
The role drives improvements that make the learner and client experience clearer, smoother and more effective. The postholder monitors customer success outcomes, service performance and recurring pain points, working with Operations, Customer Service, Teaching Excellence and Product teams to identify root causes and make practical changes. Through this work, the role helps strengthen retention, satisfaction, service quality and sustainable commercial growth.
Professional Services Expertise
The role provides specialist knowledge of service enablement in a digital learning environment, including the processes, systems, guidance and governance needed to deliver consistently across markets and customer groups. The postholder develops and maintains practical tools, playbooks, standard operating procedures and policy documents that help teams deliver with confidence. This includes ownership of customer-facing terms and conditions, privacy and data retention guidance, sanctioned country lists and other key service policy assets. Working closely with Proposition and Product leads, the role supports the rollout of new features, projects and services so that delivery teams are ready and customer impact is well managed.
Consultancy, Analysis and Problem Solving
The role provides informed, pragmatic advice to business and delivery teams on service design, operational processes, customer issues and policy requirements. The postholder analyses business, operational and customer data to identify patterns, risks and opportunities, translating insight into recommendations that support better decision-making. They are expected to bring curiosity, judgement and a problem-solving mindset to complex issues that sit between product, operations and customer experience.
Performance Management
The role establishes and monitors the service measures, customer success indicators and performance standards that matter for English Online and, in future, potentially other digital Work propositions. The postholder uses these insights to spot trends, improve delivery, support targeted coaching or guidance for service teams, and ensure that lessons from operational performance feed back into policy, proposition and product decisions. The role also supports performance reviews for key projects, ensuring that agreed service levels, customer outcomes and business objectives are achieved.

British Council core competencies (sometimes referred to as Core Skills)
Communicating & Influencing- 4
Planning & Organising-4
Analysing data & Problems-3
Finance & resource management-5
Using technology-3
Managing risk-3

Role specific skills
• Agile Project management
• Expertise with MS Office Suite
• Intermediate to Advance user of data analysis tools (MS Excel, PowerBI)

Knowledge & Experience:
Minimum / Essential:
• Relevant experience of working in a global business in an operations, customer service or similar role
• Experience of service delivery and/or enablement in online learning and assessment
• Experience of working with B2B and B2C customers
Desirable
• Knowledge and Experience of product development and/or management

Language Requirements
• The British Council systems and global processes operate in English. Written and verbal proficiency in English is required

Closing Date: Applications will close at 21:59 UK Summer time on Sunday, 13 September 2026
Please note that candidates must have the pre-existing, legal right to work in UK, at the time of application. Mobility / relocation / visa sponsoring support will not be provided.

Important Information:
Department: English&Exams
Contract type: Indefinite (Permanent)
Contract Hours: Full time - 36 hours per week, Monday to Friday.
Pay band: 8
Salary: £38,820 - £46,203 (Plus an additional £3,300 per annum London Market Allowance if you are based in the London area only).
Location of the role: UK - London, Cardiff, Edinburgh, Belfast
Benefits for the UK include, but are not limited to:
• 32 days annual leave, in addition to public holidays
• 3 days volunteering leave
• Career average defined benefit pension scheme

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