Account Support Manager/ B2B Customer Service Manager

The British Council has been fostering peace and prosperity for over 90 years by building connections, understanding, and trust between people in the UK and around the world. Operating in more than 150 countries and reaching over 700 million people, the organisation shapes brighter futures through education, arts, culture, language, and creativity. This role, based in Lahore, Pakistan, within the Exams department, offers an indefinite local contract and focuses on managing relationships with key B2B accounts such as businesses, schools, universities, and government organisations in strategic markets. The position involves collaborating with Delivery and Sales teams to ensure customer success and may include team leadership responsibilities where applicable.

Key Responsibilities
The Account Support Manager will oversee client onboarding, handle customer enquiries and service requests, and monitor service quality to ensure timely resolution of issues using CRM and other business systems. Coordination with internal teams is essential to enhance the customer experience, respond to client feedback, and maintain consistent, efficient service delivery. The role includes supervising Account Support Officers, monitoring their performance, and ensuring tasks meet quality standards within agreed timelines.

Additionally, the manager will analyse client data, prepare performance reports, coordinate feedback and monitoring activities, and maintain accurate records to support decision-making. Working closely with Account Managers, the role involves identifying opportunities for repeat business, promoting relevant British Council products and services, contributing to key account plans, and strengthening long-term client relationships.

Commercial administration duties form a significant part of the role, including managing client invoicing, supplier registration, payment monitoring, debt control, and maintaining contracts and legal documentation with accuracy and compliance to financial procedures.

Required Qualifications
Candidates should hold a university degree or equivalent, preferably with qualifications in Sales or Marketing. A minimum of three years’ experience in sales, account management, or customer management is essential. Proficiency in CRM systems such as Salesforce or similar platforms is required, alongside strong skills in Microsoft Office applications. Excellent relationship management capabilities and strong communication skills are critical for success in this role.

Preferred Qualifications and Benefits
Strong English language proficiency, both written and spoken, is crucial due to the international nature of the British Council’s operations and systems. Interviews will be conducted primarily in English, and fluency is essential for effective performance. The role is open to candidates currently residing in Lahore with the legal right to work locally; relocation support is not provided.

The British Council is committed to equality, diversity, and inclusion, welcoming applications from all community sections to enrich its workforce. It is a Disability Confident Employer, guaranteeing interviews for disabled applicants who meet the minimum role requirements and offering support for any necessary adjustments.

Safeguarding children, young people, and vulnerable adults is a core value of the British Council. Appointment to roles involving direct contact with vulnerable groups requires thorough background checks in line with legal and organisational safeguarding policies.

This position offers the opportunity to contribute to a globally respected organisation dedicated to creating a more connected and trusted world through education and cultural exchange.