Sales & Customer Service Manager
Core
Leading a multi-channel customer service team to deliver exceptional experiences, support sales objectives, and drive retention for the British Council's education and exams businesses.
Role type
Senior Customer Service Team Manager
Builds
Customer service operations across face-to-face, phone, email, chat, and social media channels
Domain
Education & Cultural Relations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, performance management, multi-channel service delivery, coaching, operational planning, compliance management, customer insight analysis, sales support
Preferred skills
Education sector experience, Voice of the Customer methodologies, complaint handling, international organization experience
Technologies
Competent IT skills
Responsibilities
Lead and develop a team of Customer Service Representatives across multiple contact channels; monitor and manage team performance against KPIs and service standards; oversee recruitment, onboarding, and retention; ensure compliance with safeguarding and data protection policies; analyze operational data to drive continuous improvement; support sales and retention objectives by fostering a customer-focused sales culture.
Seniority
Senior, hands-on IC