Exams Customer Services Officer

Description:

The Exams Customer Service Officer is the first point of contact for customers, delivering excellent service across face-to-face, phone, email, web chat and social media channels.

The role manages enquiries, registrations, complaints and transactions, resolves issues efficiently, maintains accurate customer data and ensures compliance with service standards and policies. CSRs also identify opportunities to promote relevant products and services, supporting customer satisfaction, retention and business growth.

The role offers opportunities for continuous development and progression into specialist customer service roles.

Main Accountabilities

The Exams Customer Service Officer provides professional and efficient support to customers across face-to-face, phone, email, web chat and other channels, handling exam enquiries, registrations, payments, transfers, refunds and results-related queries. The role ensures accurate customer information and records are maintained across relevant systems, while adhering to British Council policies, exam board requirements and financial, safeguarding and data protection standards. The postholder supports customers throughout the exam journey, resolves queries at the first point of contact where possible, and escalates complex issues appropriately. The role also identifies opportunities to promote relevant British Council products and services, captures customer feedback and insights, and contributes to continuous improvement and a positive customer experience.

Role Specific Knowledge, Skills And Experience
 

• 1 year of experience of working in a customer-facing role, delivering services to agreed quality standards.
• Graduate
• English C1 and local language
• Strong computer literacy with the ability to use standard applications confidently.