Customer Service Team Manager Verified listing

Role Purpose:

The Customer Service Team Manager leads the Customer Service team to deliver consistent, high-quality experiences across all channels. The role oversees daily operations, team performance, coaching, resourcing and rosters, while ensuring compliance with safeguarding and financial policies. The manager monitors KPIs, drives continuous improvement, identifies opportunities to promote products and services, and provides insights on customer feedback and emerging issues, supporting excellent frontline delivery and the British Council’s objectives.

Main accountabilities:

The role involves leading, coaching and motivating Customer Service Representatives, fostering an engaged and supportive team environment, and overseeing recruitment, onboarding, performance management and staff development to ensure the team has the skills and capacity to meet business needs.

The Team Manager will oversee day-to-day operations, including rosters, resourcing and workload distribution, while monitoring performance against KPIs, service standards, quality and customer satisfaction. The role will also support sales and retention by ensuring opportunities to promote relevant British Council courses and services are identified and acted upon.

Strong focus will be placed on compliance with safeguarding, data protection and financial processes, as well as providing insights on customer behaviours, service issues and opportunities for continuous improvement.

The ideal candidate will have proven experience leading a customer service team in a multi-channel environment, managing performance against KPIs and coaching teams to deliver consistently high service standards. Excellent communication, interpersonal skills and emotional intelligence are essential.

Role specific knowledge, skills and experience:

• Graduate
• 3 years of experience of leading a customer service team in a multi-channel environment 
• C1 English
•  Local language

Desirable:

• Experience of managing customer services in the education or training sector.
• Understanding of Voice of the Customer methodologies and continuous improvement processes.
• Experience of handling escalated complaints and service recovery.
• Strong cultural awareness and 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 of working in an international or multi-cultural organisation.