Customer Service Team Manager
Core
Lead the Customer Service team to deliver consistent, high-quality experiences across all channels for the British Council's education and exams services.
Role type
Customer Service Team Manager
Builds
Customer service operations and team performance for British Council exams and education services
Domain
Education / Exams / International Services
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, multi-channel customer service management, KPI monitoring, staff coaching and development, recruitment and onboarding, compliance management (safeguarding, data protection, financial), sales and retention support, continuous improvement, conflict resolution
Preferred skills
Experience in education or training sector, Voice of the Customer methodologies, handling escalated complaints, cultural awareness, knowledge of English teaching and exams
Technologies
British Council systems
Responsibilities
Lead, coach, and motivate Customer Service Representatives; oversee daily operations including rosters, resourcing, and workload distribution; monitor performance against KPIs and service standards; support sales and retention by identifying opportunities to promote courses and services; ensure compliance with safeguarding, data protection, and financial processes; provide insights on customer feedback and emerging issues.
Seniority
Mid-level Manager
