The purpose of this role is to:

• Represent the British Council professionally and deliver a high-quality, integrated enquiry and consultancy service across all English and Exams products and services.

  
  
  

• Demonstrate the required attitudes, behaviours, skills, and knowledge in line with British Council Customer Service Standards.

  
  
  

• Promote and cross-sell British Council products and services to achieve sales targets, KPIs, and support Teaching Centre and Exams teams in meeting annual business objectives.

  
  
  

• The Customer Services and Sales Team works on a shift basis to accommodate customer needs within operational constraints.

  
  
  

• The role may require occasional work outside standard hours, including weekends. Any additional hours will be compensated according to British Council policy.

  
  
  

• Post holders may be assigned to specialised hubs or teams and rotated regularly to gain wider skills and experience.

  
  
  

• Greet and serve face-to-face customers and respond to enquiries via walk-ins, phone, email, and social media professionally and politely.

  
  
  

• Encourage customers to book placement tests, consultations, register for exams, or attend events.

  
  
  

• Create and update CRM accounts, leads, opportunities, and cases to maintain accurate interaction history.

  
  
  

• Follow up on consultations, registrations, and events as reminders.

  
  
  

• Provide one-stop solutions or forward queries/complaints to the appropriate team for timely follow-up.

  
  
  

• Process refunds and transfer requests in line with policy.

  
  
  

• Meet or exceed sales targets (new and existing students) and KPIs.

  
  
  

• Administer placement tests and provide consultation on British Council courses, acting as the Single Point of Contact from enquiry to sale.

  
  
  

• Register exam candidates professionally and efficiently.

  
  
  

• Cross-sell relevant British Council services and products.

  
  
  

• Conduct after-sales follow-up and encourage re-registration for upcoming terms.

  
  
  

• Make outbound calls to prospective and existing candidates to increase conversion rates.

  
  
  

In alignment with the regional cash handling policy:

• Collect income and record transactions accurately in SAP or other financial systems.

  
  
  

• Reconcile and post all collected income daily.

  
  
  

• Meet financial, audit, and reporting requirements and report discrepancies promptly.

  
  
  

• Maintain up-to-date product knowledge through training and class observations.

  
  
  

• Stay informed of pricing, offers, and discounts.

  
  
  

• Use systems such as CRM, call centre tools, TCMS, and online booking platforms effectively.

  
  
  

• Maintain and update databases, statistics, and reports accurately and on time.

  
  
  

• Participate in sales and marketing events to generate leads and promote services.

  
  
  

• Ensure front-of-house and consultation areas are stocked with updated promotional materials.

  
  
  

• Provide verification services for UK certificates.

  
  
  

• Conduct surveys or gather customer insights.

  
  
  

• Observe Teaching Centre classes or visit exam venues as required.

  
  
  

• Support colleagues across the cluster to ensure smooth operations.

  
  
  

• Participate in events such as Open Days, Parent Events, Seminars, Receptions, and Offsite Promotions.

  
  
  

• Perform other duties as assigned by the Line Manager.

  
  
  

• Strong communication skills and proven ability to build rapport with customers.

  
  
  

• Communicating & Influencing (Level 1): Listens actively and communicates clearly with accuracy and awareness of diverse audiences.

  
  
  

• Analysing Data & Problems (Level 1): Breaks down problems systematically and takes appropriate action.

  
  
  

• Using Technology (Level 1): Competent in using office software and British Council systems.

  
  
  

• Planning & Organizing (Level 1): Plans own work effectively for routine tasks.

  
  
  

• Essential: Customer service and sales experience.

  
  
  

• Desirable: Tele-sales, education sector experience, and CRM knowledge.

  
  
  

• Minimum: High School Certificate.

  
  
  

• Desirable: University degree.

  
  
  

• Essential: Good written and spoken English.

  
  
  

• Candidates must ensure they have legal right to live and work in the country where the role is based.

  
  
  

• Visa support may be provided at the discretion of the British Council and should be checked with HR.

  
  
  

These values guide decision-making, interactions, and behaviour at all levels and will be assessed during selection:

• Open and Committed

  
  
  

• Expert and Inclusive

  
  
  

• Optimistic and Bold