About the job
We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For over 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 the more than 100 countries.
We connect. We inspire.
Role Purpose
The post-holder will deliver high-quality first-line customer service at the British Council Pakistan, ensuring clients and stakeholders receive accurate information and support in a professional and responsive manner. They will oversee a team of customer service representatives, maintaining excellence across all interactions and aligning service delivery with the British Council’s strategic goals to maximize impact.
Accountabilities
The role involves overseeing daily customer service operations in line with corporate standards, ensuring efficient service delivery, and reducing turnaround times and repeated complaints. The post-holder will analyse complex service issues, provide timely feedback for business planning, and lead initiatives to improve first contact resolution and customer satisfaction. They will manage service quality projects, monitor performance, and ensure alignment with national targets, including Net Promoter Score (NPS) improvements. Responsibilities include managing communications across all customer channels and products, mapping the customer journey, and using data from surveys, mystery shopping, and focus groups to inform strategic decisions. The role also entails monitoring service partners, ensuring compliance with the Complaints Policy, and maintaining a robust Business Continuity Plan (BCP). The candidate will support information flow across departments, collaborate with call centre staff to enhance service quality, and ensure up-to-date customer information resources.
In addition, the post-holder will manage stakeholder relationships, develop systems for data analysis to support business intelligence and operations, and deliver customer service training as needed. They must ensure services are inclusive and aligned with the British Council’s Equality, Diversity, and Inclusion (EDI) policy, comply with Global Data Protection Regulations (GDPR), and uphold child protection standards in all exam-related activities. The successful candidate must demonstrate behaviour consistent with the Child Protection Code of Conduct when interacting with children.
Essentials
Qualifications & Experience
- Bachelor
- Demonstrated expertise in using Microsoft Excel and Word effectively
- Minimum of 1 year of customer service experience
- Ability to interpret policies and procedures
- Attention to detail
- Excellent communication skills
- Report writing skills
- Proficiency in asking the right questions
- To develop systems to capture, collate and analyse data and information in a manner that it provides actionable business insights for BI and Operations teams using MS Office suite particularly strong hold on MS Excel
Desirables
- Customer Service Professional Qualification
- Knowledge of SAP, CRM
Important Information
- Employment Type: 2 Years Fixed Term Contract
- Location: Lahore, Pakistan
- Language Requirement: High proficiency in English and Urdu (Punjabi is a plus)
- Right to work in country: Candidates are expected to have researched whether they have the right to live and work in Lahore, Pakistan (as work permit/visa is not sponsored by British Council)
- Closing Date: 20th June 2025
A connected and trusted UK in a more connected and trusted world.
Equality , Diversity, and Inclusion (EDI) Statement
The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. 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; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.
If you have any problems with your application please email askhr@britishcouncil.org
Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.
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