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About the Role

This pivotal role is responsible for delivering commercial performance, operational excellence, and a consistently high-quality customer experience that supports the British Council's mission and growth ambitions. You will lead a team of Customer Service and Sales Managers, providing clear direction, coaching, and development to build capability, strengthen succession pipelines, and create a culture of accountability and continuous improvement.

Responsibilities

Establish and deliver cluster objectives aligned to regional and global priorities, ensuring performance targets, service standards, and customer outcomes are consistently achieved.
Oversee the end-to-end customer journey, ensuring enquiries, registrations, transactions, and complaints are handled efficiently and professionally across all channels.
Identify opportunities to improve operational effectiveness, customer satisfaction, retention, and revenue performance using customer insights, Voice of the Customer feedback, conversion data, and key performance indicators.
Drive service and sales performance across the cluster, managing escalated customer issues, implementing service recovery measures, and championing best practice and standardised processes.
Lead workforce planning and resource allocation across multiple locations, ensuring operational resilience, effective coverage, and business continuity.
Ensure compliance with safeguarding requirements, financial controls, data protection legislation, and organisational policies, embedding a robust culture of risk management and governance across all customer-facing operations.
Regular reporting and analysis of performance trends, risks, opportunities, and improvement initiatives.

Requirements

English speaking and writing skills at C1 level at least.
Experience of managing Team Leaders or equivalent across multiple countries or locations.
Demonstrated capability in remote management of diverse teams, ensuring engagement, consistency, and performance at a distance.
Proven ability to lead large, multi-channel customer service operations, ensuring standards and compliance across markets.
Track record of managing service performance using KPIs and OKRs across different countries.
Strong knowledge of safeguarding, data protection, and financial compliance in international customer operations.
Experience of workforce planning, resource allocation, and operational resilience in multi country contexts.
Ability to manage escalated customer issues and apply service recovery strategies at scale.
Experience of working in international education or training services.
Proven ability to lead service improvement or transformation projects across multiple countries.
Strong cultural awareness and ability to work effectively with diverse teams and customers.
Local language skills (if applicable).
Candidates must have legal, non-restricted right to live and work in the UK and currently living in the country of posting.
All successful candidates are obliged to undergo comprehensive background screening.

Skills

Customer service
Sales operations
Commercial performance
Operational excellence
Customer experience management
Team leadership
Coaching and development
Performance management
Stakeholder management
Influencing skills
Analytical skills
Data interpretation
Continuous improvement
Service recovery
Workforce planning
Resource allocation
Risk management
Governance
Safeguarding
Data protection
Financial controls
Change initiatives
Operational excellence through KPIs
Objective-based performance frameworks
International education
Training services
Cultural awareness

Location

London
Edinburgh

Work Type

Hybrid
Full-Time
12-month contract

Experience Level

Experienced leader
Proven track record of managing managers
Substantial experience leading customer service, sales, contact centre, education, retail, or service delivery operations across multiple sites, regions, or countries.

Salary/Compensations

PB7, 32,381- 35,324 GBP per annum
Plus an additional £3,300 per annum London Market Allowance if working from the London office

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 over 90 years we have shaped brighter futures through education, arts, culture, language, and creativity.
We work with people in over 150 countries and reach over 700 million people.
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 we 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 and 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.