Customer Care Consultant

As a valued employee of the British Council, you already help us deliver our mission to support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For over 90 years we have shaped brighter futures through education, arts, culture, language, and creativity.

You are part of our organisation in over 200 countries and territories and where we are on the ground in more than 100 countries.

We connect. We inspire.

Pay Band: 4 / H

Country/Location: India

Contract Type: Fixed Term (2 years)

Schedule: Rotational shifts from 8 am - 8pm (including weekends and public holidays as per business requirements)

Deadline to receive applications : 4th Jan 2026 11.59PM (GST)

Role Purpose

To ensure a high-quality and efficient customer service experience via telephone, live chat, Facebook, and email. The role acts as the British Council’s ambassador, providing top-quality services while meeting KPIs to support business objectives.

Challenges And Accountabilities

• Deliver consistent and excellent customer experience across communication channels.
• Meet KPIs including call volumes, resolution rates, call backs, and conversions.
• Accurately manage and update customer data using CRM.
• Maintain deep knowledge of British Council products, pricing, and offers.
• Support sales and marketing activities, including lead follow-up and event participation.
• Handle and resolve customer complaints efficiently.
• Comply with standard operating procedures and contribute to team improvements.
• Participate in training and performance management programs.
  
  

Minimum/essential

Role specific knowledge and experience:

• 6 months relevant working experience.
• Bachelor's Degree
  
  

Desirable

• Understanding of CRM Systems
  
  

Requirements

• Good communication skills in English (written and spoken)
• Competent IT skills and ability to operate digital systems (e.g., CRM, Salesforce, Excel)
• Ability to work rotating shifts, including weekends
• Familiarity with British Council values and behaviors (e.g., working together, being accountable)
• Must pass standard background screening
  
  

A connected and trusted UK in a more connected and trusted world.

Equality, Diversity and Inclusion Statement

We are committed to equality, diversity and inclusion and welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work. The British Council is a Disability Confident Employer. The Disability Confident scheme helps challenge attitudes, increase understanding of disability and ensure staff are drawn from the widest possible pool of talent. We guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

Safeguarding Statement

The British Council is committed to safeguarding children, young people and adults who we work with. We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989. Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

If you experience any difficulties with submitting your application, please email askhr@britishcouncil.org