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About the Role

This role is an opportunity to join the British Council’s fast-moving digital learning businesses, serving individual learners and institutional clients worldwide. The postholder will work at the intersection of customer insight, operational delivery, and product development, acting as a crucial link between commercial strategy and specialist teaching/customer service teams to ensure a seamless, responsive, and commercially effective learner and client experience. The successful candidate will influence improvements in digital services using customer and operational evidence, manage key service policy assets, and potentially support a wider portfolio of digital English and Work propositions.

Responsibilities

Provide practical leadership for service enablement, guiding Operations and Customer Service teams on business needs, priorities, and standards.
Build shared ways of working, support capability development through clear guidance, and promote a customer-focused, commercially aware culture of continuous improvement.
Create structure, clarity, and momentum for emerging or not-yet-embedded service responsibilities.
Shape and maintain policies, standards, and operating frameworks for consistent and responsible scaling of English Online.
Use customer feedback, service data, and operational insight to inform proposition planning, product development, and service improvement priorities.
Ensure service delivery models remain effective for B2B and B2C customers, integrating operational requirements, compliance, and customer needs into planning.
Act as a key connector between Proposition, Product, Operations, Teaching Excellence, and Customer Service teams.
Translate business priorities into clear service expectations and frontline insight into actionable improvements.
Maintain feedback loops across delivery and product teams, resolve service issues, and support positive relationships with customers, partners, and clients.
Drive improvements to enhance the learner and client experience, monitoring customer success, service performance, and pain points.
Identify root causes of issues and implement practical changes to strengthen retention, satisfaction, service quality, and commercial growth.
Provide specialist knowledge of service enablement in digital learning environments, including processes, systems, guidance, and governance.
Develop and maintain practical tools, playbooks, standard operating procedures, and policy documents.
Own customer-facing terms and conditions, privacy and data retention guidance, sanctioned country lists, and other key service policy assets.
Support the rollout of new features, projects, and services, ensuring delivery teams are prepared and customer impact is managed.
Provide informed, pragmatic advice on service design, operational processes, customer issues, and policy requirements.
Analyze business, operational, and customer data to identify patterns, risks, and opportunities, translating insights into recommendations.
Establish and monitor service measures, customer success indicators, and performance standards for digital propositions.
Use insights to spot trends, improve delivery, support targeted coaching for service teams, and ensure operational performance feeds back into policy, proposition, and product decisions.
Support performance reviews for key projects, ensuring agreed service levels, customer outcomes, and business objectives are achieved.

Requirements

Relevant experience of working in a global business in an operations, customer service, or similar role.
Experience of service delivery and/or enablement in online learning and assessment.
Experience of working with B2B and B2C customers.
Written and verbal proficiency in English.
Pre-existing, legal right to work in the UK at the time of application.
Candidates must have the pre-existing, legal right to work in UK, at the time of application.

Skills

Communicating & Influencing
Planning & Organising
Analysing data & Problems
Finance & resource management
Using technology
Managing risk
Agile Project management
Expertise with MS Office Suite
Intermediate to Advance user of data analysis tools (MS Excel, PowerBI)

Location

UK - London
UK - Cardiff
UK - Edinburgh
UK - Belfast

Work Type

Full time
Permanent

Experience Level

Pay band 8

Salary/Compensations

£38,820 - £46,203 (Plus an additional £3,300 per annum London Market Allowance if you are based in the London area only).

Benefits

32 days annual leave, in addition to public holidays
3 days volunteering leave
Career average defined benefit pension scheme

About the Company

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.
A connected and trusted UK in a more connected and trusted world.

Equal Opportunity

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.
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.