Customer Service & Sales Manager
Core
Lead a customer service team to deliver exceptional experiences across multiple channels while driving sales and retention objectives for British Council courses and services.
Role type
Senior IC customer service and sales manager
Builds
Customer service operations and sales revenue for British Council educational and cultural programs
Domain
Education and cultural exchange
Required skills
Team leadership, workforce planning, performance management, sales support, multi-channel service delivery, data analysis, compliance management, stakeholder management
Preferred skills
CRM system proficiency, safeguarding knowledge, financial compliance experience, customer retention strategies
Responsibilities
Lead recruitment, onboarding, and development of customer service representatives; oversee daily operations including roster management and workload allocation; monitor performance against service indicators and drive continuous improvement; support sales and retention objectives by coaching team members to identify service opportunities; prepare performance reports for stakeholders; ensure adherence to safeguarding, data protection, and financial compliance processes.
Seniority
Senior, hands-on IC
