[Hiring] Customer Service Team Manager @British Council

Role Description

Lead and develop a team of Customer Service Representatives to deliver a consistently high-quality customer experience across all service channels, ensuring excellent service delivery, operational efficiency and compliance with British Council standards and policies.

The role is responsible for managing day-to-day customer service operations, monitoring performance against key service and business metrics, and coaching team members to achieve individual and team objectives. Through effective leadership, workforce planning and performance management, the postholder creates a customer-focused, inclusive and high-performing team culture.

The Customer Service Team Manager drives continuous improvement by using customer feedback, operational insights and performance data to enhance service quality and efficiency. The role also supports business growth by ensuring opportunities to promote relevant products and services are maximised, while maintaining strong safeguarding, financial and compliance standards.

Through excellent frontline leadership, the role contributes to customer satisfaction, loyalty and the British Council’s mission of building trust and understanding worldwide.

Main Accountabilities

• Team Leadership & Engagement:
  • Lead and manage a team of Customer Service Representatives to deliver an exceptional customer experience across all customer contact channels.
  • Create a positive and inclusive working environment that promotes engagement, collaboration, wellbeing, and high performance.
  • Oversee recruitment, onboarding, development, and retention of team members.
  • Provide ongoing coaching, guidance, and performance support through regular feedback, development conversations, and performance reviews.
  • Identify performance challenges and implement appropriate support or development plans.
  • Motivate teams to deliver excellent service while supporting organisational values and objectives.
• Performance Management & Operations:
  • Monitor and manage team performance against agreed service, quality, customer satisfaction, complaint resolution, and operational key performance indicators.
  • Analyse performance data, identify trends and areas for improvement.
  • Support sales and customer retention objectives by ensuring team members effectively identify customer needs.
  • Manage day-to-day operational activities, including workforce planning, scheduling, workload distribution, and resource allocation.
  • Prepare and deliver accurate reports, insights, and recommendations on performance and operational risks.
• Compliance & Risk Management:
  • Ensure all customer service activities are delivered in accordance with British Council policies, procedures, and regulatory requirements.
  • Promote a culture of accountability, accuracy, and compliance.
  • Identify and mitigate operational risks, ensuring robust controls are in place.
• Customer Insight & Continuous Improvement:
  • Gather, analyse, and share customer insights to support service enhancement and business improvement initiatives.
  • Monitor customer behaviours, feedback, service trends, and recurring issues.
  • Identify opportunities to improve processes, systems, customer journeys, and service delivery standards.
  • Champion a customer-focused culture that uses insight and evidence to drive better outcomes.

Qualifications

• Experience of leading a customer service team in a multi-channel environment (e.g. face-to-face, phone, email, chat, social media).
• Demonstrated ability to manage performance against KPIs, service standards, and quality frameworks.
• Proven experience of coaching, developing, and motivating staff to deliver consistently high levels of service.
• Excellent emotional intelligence, communication and interpersonal skills.

Requirements

• Experience of managing customer services in the education or training sector.
• Understanding of Voice of the Customer methodologies and continuous improvement processes.
• Experience of handling escalated complaints and service recovery.
• Knowledge of British Council products and services, particularly English teaching and exams.
• Experience of working in an international or multi-cultural organisation.
• Strong cultural awareness and ability to champion equality, diversity, and inclusion.

Benefits

• 32 days annual leave, in addition to public holidays.
• 3 days volunteering leave.
• Career average defined benefit pension scheme.
• An unrivalled opportunity to use experience in supporting global organisations.