Customer Service Team Manager

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.

Pay Band: 6/G

Country/Location: Lahore, Pakistan

Department: Exams Customer Services

Contract Type: Indefinite Contract Local

Closing Date: 6th October 2026

Role Purpose:

The Customer Service Team Manager leads the Customer Service team to deliver consistent, high-quality experiences across all channels. The role oversees daily operations, team performance, coaching, resourcing and rosters, while ensuring compliance with safeguarding and financial policies. The manager monitors KPIs, drives continuous improvement, identifies opportunities to promote products and services, and provides insights on customer feedback and emerging issues, supporting excellent frontline delivery and the British Council’s objectives.

Main accountabilities:

The role involves leading, coaching and motivating Customer Service Representatives, fostering an engaged and supportive team environment, and overseeing recruitment, onboarding, performance management and staff development to ensure the team has the skills and capacity to meet business needs.

The Team Manager will oversee day-to-day operations, including rosters, resourcing and workload distribution, while monitoring performance against KPIs, service standards, quality and customer satisfaction. The role will also support sales and retention by ensuring opportunities to promote relevant British Council courses and services are identified and acted upon.

Strong focus will be placed on compliance with safeguarding, data protection and financial processes, as well as providing insights on customer behaviours, service issues and opportunities for continuous improvement.

The ideal candidate will have proven experience leading a customer service team in a multi-channel environment, managing performance against KPIs and coaching teams to deliver consistently high service standards. Excellent communication, interpersonal skills and emotional intelligence are essential.

Role specific knowledge, skills and experience:

• Graduate
• 3 years of experience of leading a customer service team in a multi-channel environment
• C1 English
• Local language

Desirable:

• 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.
• Strong cultural awareness and ability to champion equality, diversity, and inclusion,

ensuring inclusive engagement with diverse teams and customers.

• Knowledge of British Council products and services, particularly English teaching and

exams.

• Experience of working in an international or multi-cultural organisation.

Condition of Employment:

Language: Strong English proficiency is crucial for this role, requiring fluency in both written and spoken communication to effectively navigate British Council systems and international operations.

Please note: Interviews will be conducted primarily in English. The successful candidate must be able to speak and write well in English, as this is essential for the role.

Locally recruited: Applications are welcomed from candidates currently in this location with a natural right to work. Relocation support is not provided.

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 [email protected]