Customer Services Representative

About the role

The Customer Services Representative (CSR) is the first point of contact for clients across face‑to‑face, phone, email, web chat and social media channels. You will ensure enquiries, registrations, complaints and transactions are handled efficiently, accurately and in line with British Council service standards.

Key responsibilities

• Deliver high‑quality customer service across multiple channels, resolving most issues at first contact.
• Enter and maintain accurate data in CRM and registration platforms, complying with safeguarding, financial and information‑security policies.
• Identify and promote relevant products and services during interactions to support sales and retention targets.
• Escalate complex issues when necessary while ensuring a smooth customer journey.
• Provide feedback on customer needs and trends to drive continuous improvement and inform the Voice of the Customer program.

Required profile

• Excellent verbal and written communication skills.
• Strong attention to detail and commitment to data accuracy.
• Ability to work under pressure and manage multiple enquiries simultaneously.
• Customer‑focused mindset with a proactive approach to problem solving.

Required skills

• Proficiency with CRM systems and registration platforms.