Posted Sep 26, 2026 31 views
For over 90 years, the British Council has 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 create brighter futures through education, arts, culture, language, and creativity. Based in Lahore, Pakistan, the Customer Service Team Manager will lead the Exams Customer Services team to deliver consistent, high-quality customer experiences across multiple channels. This role involves managing daily operations, team performance, coaching, resourcing, and compliance with safeguarding and financial policies, all while supporting the British Council’s broader objectives.
Key Responsibilities:
- Lead, coach, and motivate Customer Service Representatives to foster an engaged and supportive team environment.
- Oversee recruitment, onboarding, performance management, and staff development to ensure the team has the skills and capacity to meet business needs.
- Manage day-to-day operations including rosters, resourcing, and workload distribution.
- Monitor team performance against KPIs, service standards, quality, and customer satisfaction metrics.
- Identify and act upon opportunities to promote British Council courses and services, supporting sales and retention efforts.
- Ensure strict compliance with safeguarding, data protection, and financial processes.
- Provide insights on customer behavior, service issues, and opportunities for continuous improvement.
- Handle escalated complaints and support service recovery when necessary.
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.
- Familiarity with Voice of the Customer methodologies and continuous improvement processes.
- Strong cultural awareness with the ability to champion equality, diversity, and inclusion, ensuring inclusive engagement with diverse teams and customers.
- Knowledge of British Council products and services, particularly English teaching and exams.
- Experience working in an international or multicultural organization.
Additional Information:
Strong English language skills are essential for this role, as interviews will be conducted primarily in English and effective communication is critical for navigating British Council systems and international operations. This position is locally recruited, and applicants must have the right to work in Lahore, Pakistan. Relocation support is not provided.
The British Council is committed to equality, diversity, and inclusion, welcoming applications from all sections of the community. As a Disability Confident Employer, we guarantee interviews for disabled applicants who meet the minimum role requirements and encourage discussions about reasonable adjustments to support participation.
Safeguarding is a core value of the British Council. We are dedicated to protecting children, young people, and adults from abuse and exploitation, in line with the UN Convention on the Rights of the Child (1989). Appointment to roles involving direct contact with vulnerable groups requires thorough background checks in accordance with legal and organizational safeguarding policies.
Join us in creating a more connected and trusted world through education and cultural exchange.
British Council
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