Exams Customer Services Officer

Description:

The post-holder will deliver high-quality first-line customer service at the British Council Pakistan, ensuring clients and stakeholders receive accurate information and support in a professional and responsive manner. They will oversee a team of customer service representatives, maintaining excellence across all interactions and aligning service delivery with the British Council’s strategic goals to maximize impact.

Accountabilities

The role involves overseeing daily customer service operations in line with corporate standards, ensuring efficient service delivery, and reducing turnaround times and repeated complaints. The post-holder will analyse complex service issues, provide timely feedback for business planning, and lead initiatives to improve first contact resolution and customer satisfaction. They will manage service quality projects, monitor performance, and ensure alignment with national targets, including Net Promoter Score (NPS) improvements. Responsibilities include managing communications across all customer channels and products, mapping the customer journey, and using data from surveys, mystery shopping, and focus groups to inform strategic decisions. The role also entails monitoring service partners, ensuring compliance with the Complaints Policy, and maintaining a robust Business Continuity Plan (BCP). The candidate will support information flow across departments, collaborate with call centre staff to enhance service quality, and ensure up-to-date customer information resources.

In addition, the post-holder will manage stakeholder relationships, develop systems for data analysis to support business intelligence and operations, and deliver customer service training as needed. They must ensure services are inclusive and aligned with the British Council’s Equality, Diversity, and Inclusion (EDI) policy, comply with Global Data Protection Regulations (GDPR), and uphold child protection standards in all exam-related activities. The successful candidate must demonstrate behaviour consistent with the Child Protection Code of Conduct when interacting with children.

Qualifications & Experience

Essentials

• Bachelor
• Demonstrated expertise in using Microsoft Excel and Word effectively
• Minimum of 1 year of customer service experience
• Ability to interpret policies and procedures
• Attention to detail
• Excellent communication skills
• Report writing skills
• Proficiency in asking the right questions