Exams Customer Services Officer - Tenders Global

Exams Customer Services Officer

British Council


Transformation has resulted in changes in skills requirements, roles, and numbers of roles required in the new operating model. The roles in the new operating model will be restricted to employees in the selection pool in the first instance. Selection for any jobs that remain unfilled following the agreed selection process will be conducted in line with the Global Recruitment policy.

Role Purpose

To lead the customer management and training of team in the delivery of Exams customer services, generating income, managing KPIs and motivate team to foster a good team spirit that enables a high quality, efficient and positive experience for customers, clients, and stakeholders as per agreed Service Level Agreement.

The post holder ensures that the team is adequately resourced and the team is well trained and engaged. The post holder will need to work with diverse team, analyse data, monitor trends, identify improvement opportunities and improve NPS.

Main accountabilities:

  • Quality and Training ( Training Need Analysis (TNA) expereince in quality assuarance is preferred)
  • Preparing and Monitoring Quality Improvement Plan of call centre
  • Delivering training to exams staff and venue staff on customer services soft skills
  • Training Contact Centre Staff on Exams products, soft skills and Child Protection
  • Deliver customer service soft skills training to wider teams as required
  • Conduct Training Need Analysis (TNA) of the customer service team and arrange training and development so operational capability is built within the team
  • Ensure individuals meet all targets and KPIs as set out by the Council and follow administrative procedures and policies in place Ensuring refresher session in Call Center so that agent are familiar with recent product information timely.
  • Monitoring Quality scores of individual agents, and keeping a track
  • Ensuring constant growth in Quality scores
  • Improving Call Center NPS
  • Preparing the training module of NPS training based of the feedback
  • Deliver NPS Trainings nationally and ensure constant growth of NPS
  • Sharing Analysis and Report of NPS

Service for Exams Department

  • The post holder is directly accountable for the customer service and meeting key performance indicators of Quality of Contact Centre.Also post holder will be responsible to ensure standards are met by assessing the customer feedback, listening to calls and complaint management system.
  • Work closely with the Head of Customer Services by supporting regional initiatives like quality and monitoring Mystery Shopping improvement plans for the office. Provide support in organising trainings

B2C Customer Service Management

  • Run the day-to-day operation of British Council Customer Services in accordance with corporate standards and policies
  • Act as the person for reduction of repeated complaints and TAT
  • Analyse and understand complex customer services issues and provide timely feedback for business-planning, decision-making and/orthe development of new or improved customer services trainings
  • Reduction in complaints logging by providing FCR and ensuring L1 resolution for 70% of enquiries
  • Effective project management of customer services quality and achieving better results through constant monitoring and evaluation.
  • Focusing on NPS improvement and achieving country target by reducing the number of service complaints from CC
  • Looking after all B2B/B2C IELTS, PROFS and school products and all mediums of communications.

Operational Reporting & BI

  • Responsible for managing and developing relationships with allocated clients/customers, partners, suppliers and other stakeholders
  • To develop systems to capture, collate and analyse data and information in a manner that it provides actionable business insights for BI and Operations teams
  • Analyse, evaluate and report on data and information, and to provide recommendations for service improvement including all performance (access/quality) data/information and customer comments and complaints


  • Provide feedback on British Council campaigns and promotions aimed at raising brand awareness and sales conversions
  • Maintain a clear understanding of customer needs / preferences, threats and opportunities in the external environments and keep Management and the Marketing team informed.

Role Requirements:

  • 2 years of experience in Training and Quality Assurance role
  • Experience in planning and implementing service strategies, customer relationship management, Quality Assuarnace
  • Dedication to providing great customer service
  • Track record of collaborating with Customer Services and Business Operations Teams
  • Track record of innovation in Customer Services and Sales Management
  • In-depth knowledge of Exams products and customers
  • Strong Communication Skills

Essential Core Skills for the Role:

  • Managing people (L3)
  • Communicating and influencing (L2)
  • Analysing data and problems (L2)
  • Managing finance and resources (L2)
  • Managing risk (L1)

Our Values and Behaviours
British council values and behaviours are applicable across our organisation, in all roles and at all levels. They are important because they say what we stand for at the British Council and help us to deliver our strategy. We use them to guide our decision making, as well as guiding how we treat one another and the people we work with. These will be assessed in the selection process.

Our values are:
Open and Committed; Expert and Inclusive; Optimistic and Bold.
The behaviours for each values pair can be found on our Intranet SharePoint site for internal staff and at our Careers portal for external applicants.

Pay band: 4
Location: Lahore
Number of Positions: One
Contract type: Indefinite Contract

Closing Date:16 November 2023, Thursday 23:59 PST

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