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.
Working with people in over 200 countries and territories, we are on the ground in the more than 100 countries.
We connect. We inspire.
Role Purpose:
To ensure a high quality and efficient integrated customer service experience for customers meeting all British Council Key Performance Indicators (KPIs) for customer satisfaction. By converting enquiries into sales support the wider exams team to achieve its annual business targets.
Main Accountabilities:
The British Council is seeking a dynamic and customer-focused individual to join our team as a Customer Management Officer. This role is pivotal in ensuring a high-quality experience for all our customers across various channels.
As a Customer Management Officer, you will be responsible for handling first-level enquiries received in person, via email, telephone, live chat, and social media. You will provide accurate and professional responses regarding the UK and British Council’s services, following our customer service standards and the principles of TIE. Understanding customer needs and converting enquiries into sales is a key part of this role, and you will be expected to meet agreed sales conversion targets as well as team KPIs in customer contact resolution.
You will build rapport with customers to identify their needs and provide relevant information, including brochures and registration forms. You will also support test takers registering online at our premises and ensure all feedback or customer comments are reported promptly to the Assistant Manager - Customer Service.
The role also involves registering exam candidates efficiently and professionally, in line with established procedures, while identifying opportunities to cross-sell other British Council services where appropriate. Maintaining accurate and up-to-date databases, records, and project files is essential, along with ensuring the availability of information materials and updating knowledge databases such as CRM and web content. You will also be responsible for income recognition through SAP or manual invoicing where needed. Designated shift duties and specific projects will be assigned and are expected to be completed in line with defined objectives.
You will be required to participate in Sales and Marketing events to support customer enquiries and registration, and to carry out other duties as assigned by the Line Manager. The successful candidate must comply with all standards and policies under the Global Policy Framework, including Child Protection, Equality, Diversity and Inclusion, Information Management, and ICT standards.
We are looking for someone with excellent customer care skills across multiple channels, strong selling skills with the ability to confidently up-sell and cross-sell British Council products, competent IT and numeracy abilities, and a high level of accuracy in all tasks performed.
This is a full-time position based on a five-day workweek between Monday and Sunday, with one scheduled day off. Working hours are 7.5 hours per day, excluding the lunch break, and shifts will be allocated accordingly.
If you are passionate about customer service and have the skills and motivation to contribute to our team, we encourage you to apply.
Qualification & Experience:
- English language skills at B2 level
- Diploma /Degree (Fresh graduates will also be considered)
- Aptis B2 (Listening & Speaking), IELTS Band 6 or above, or equivalent
- Fluent in the local native language of the country in which the role is based
At least 1 Year experience in working in education/customer service industry or working with customers in a service orientated environment
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Important Information:
Pay Band: 4/H
No. of positions: 1
Country/Location: Saim Square, Thailand
Department : Exams
Contract Type : Fixed Term Contract-local
Closing Date : 14 th August 2025
Interview Dates: 28th August onwards
Right to Work: Applications are welcomed from candidates in Thailand with a natural right to work. However, please note candidates must have a natural right to work in the country, on a permanent basis, as immigration clearance and/or on-going visa support is not provided by the British Council for this role. Relocation support is also not provided.
A connected and trusted UK in a more connected and trusted world.
Equality , Diversity, and Inclusion (EDI) Statement The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. That’s why we warmly welcome applications from all under-represented communities, alongside candidates from all backgrounds. Your unique perspectives, skills, and experiences matter to us, and are invaluable in shaping our inclusive workplace.All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. 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; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.
