Posted 6 days ago 22 views
For over 90 years, we have fostered peace and prosperity by building connections, understanding, and trust between people in the UK and around the world. Operating in more than 100 countries and territories, we shape brighter futures through education, arts, culture, language, and creativity. We are currently seeking a Customer Service Team Manager based in Lahore, Pakistan, to lead our Exams Customer Services team. This is a local, indefinite contract role within Pay Band 6/G, with applications closing on 6th October 2026.
Key Responsibilities
The Customer Service Team Manager will lead and motivate a team of Customer Service Representatives to deliver consistent, high-quality service across multiple channels. This includes overseeing daily operations such as team rosters, resourcing, and workload distribution. The role requires monitoring team performance against key performance indicators (KPIs), service standards, and customer satisfaction metrics.
The manager will be responsible for coaching, recruitment, onboarding, performance management, and staff development to ensure the team meets business needs. A strong emphasis will be placed on compliance with safeguarding, data protection, and financial policies. The role also involves identifying opportunities to promote British Council courses and services, supporting sales and retention efforts.
Additionally, the manager will analyze customer feedback and emerging issues to provide insights that drive continuous improvement. Ensuring an engaged and supportive team environment is essential, as is championing equality, diversity, and inclusion within the team and customer interactions.
Required Qualifications
- Graduate degree
- Minimum of 3 years’ experience leading a customer service team in a multi-channel environment
- Proficiency in English at C1 level (both written and spoken)
- Fluency in the local language
Preferred Qualifications and Benefits
- Experience managing customer services within the education or training sector
- Knowledge of Voice of the Customer methodologies and continuous improvement processes
- Proven ability to handle escalated complaints and service recovery effectively
- Strong cultural awareness and commitment to equality, diversity, and inclusion
- Familiarity with British Council products and services, especially English teaching and exams
- Experience working in an international or multicultural organization
Additional Information
This role requires strong English communication skills, as interviews and daily operations will be conducted primarily in English. Candidates must have the legal right to work locally, as relocation support is not provided.
We are committed to equality, diversity, and inclusion, welcoming applications from all community sections. As a Disability Confident Employer, we guarantee interviews for disabled applicants who meet the minimum role requirements and encourage discussions about any necessary adjustments to support participation.
The British Council is dedicated to safeguarding children, young people, and adults, ensuring safe environments free from abuse and exploitation. Appointment to this role will be subject to thorough safeguarding checks in line with legal and organizational policies.
Join us in creating a more connected and trusted world through education and cultural exchange.
Skills
British Council
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