Customer Service Executive

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.

We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021-22 we reached 650 million people.

**Job Title: Customer Service Executive - English Services
**Purpose of job**:
English Online is the British Council’s bespoke 100% online Adults English course that enables customers to learn online from anywhere in the world. The end-to-end customer experience aims to puts customers in control by offering a self-serve experience. This is supported by a central point of contact to provide information, resolve service requests and support the generation of new sales.

The Sales and Customer Experience Executive plays a key role in delivering an excellent customer experience, helping us learn more about our customers and in supporting commercial success.

Key responsibilities include:

- Following standard operating protocols (SOPs) and delivering against service level agreements (SLAs) to resolve service cases appropriately.
- Providing a contact point for potential new customers to support sales and marketing efforts and help increase registrations.
- Providing operational support to resolve service requests and liaising with other support teams where necessary.Using Salesforce CRM and other management information systems to capture customer data and voice of customer, to help the business continually improve all areas of customer experience.

**Role context**

The British Council is the United Kingdom’s international organisation for cultural relations and educational opportunities. We create friendly knowledge and understanding between the people of the UK and other countries. We do this by making a positive contribution to the UK and the countries we work with - changing lives by creating opportunities, building connections, and engendering trust.

We work with over 100 countries across the world in the fields of arts and culture, English language, education, and civil society. Last year we reached over 80 million people directly and 791 million people overall including online broadcasts and publications. Founded in 1934, we are a UK charity governed by Royal Charter and a UK public body.

The English and Exams Strategic Business Unit (E&E SBU) is one of three global strategic business units in the British Council. The purpose of the SBUs is to support the British Council in its mission of building trust in the UK around the world by sharing aspects of our education systems, governance, and culture. E&E supports this mission by helping people around the world access the life-changing education and work opportunities that are created by learning English or gaining other valuable world-recognised UK qualifications and skills. Our work in fostering knowledge of the English language also helps provide a medium for communication worldwide, helping break down barriers of misunderstanding between cultures.

The British Council’s vision for E&E is to be the world authority in high quality English language teaching, learning and assessment. E&E is a commercially run business with an established global network of teaching and exams centres.

Covid-19 has escalated demand, accelerated the process, and strengthened the rationale for the development of online ELT products, to sit alongside an emerging portfolio of online products and services already reaching over 120m English learners and teachers annually.

Within E&E, English Online forms part of the adult portfolio of online products, positioned as a premium, teacher-led and group classroom online offer.

Product focus

Aimed at aspirational professional adults learning English at any level, English Online is a flexible and 100% online learning programme. It provides a premium online experience with highly trained and effective teachers, demonstrating clear learning outcomes and fostering a global community and support network of learners and teachers.

Product context and environment

English Online is managed and developed by a small globally oriented team. The initial launch took place in selected markets in September 2020. Currently, English Online is available in over 100 countries. The Product follows an iterative and incremental development approach to scale and increase student volume globally. Part of Key to this role this work involves helping us learn more about our customers and in supporting commercial success.

Main opportunities for this role
- Being part of a dynamic e-business that is still growing and evolving.
- Playing a key rol