Customer Service Representative

We 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. *We work with people in over 150 countries and reach over 700 million people.* **We connect. We inspire.** **Role Purpose** The Customer Service Representative (CSR) delivers high-quality service across multiple channels, acting as the first point of contact for enquiries, registrations, complaints, and transactions. The role resolves most issues at first contact, escalates when needed, promotes relevant products and services, and ensures compliance, data accuracy, and effective system use. Through excellent service and proactive customer engagement, CSRs drive customer satisfaction, loyalty, retention, revenue growth, and support the British Council’s mission of building trust and understanding worldwide. **Main Accountabilities** Deliver excellent customer service across multiple channels, including face-to-face, phone, email, web chat, and social media, ensuring enquiries, complaints, and registrations are handled professionally, accurately, and in line with service standards. Maintain accurate and timely customer records within CRM and other systems, ensuring compliance with safeguarding, financial, and information security requirements. Support operational processes such as bookings, consultations, payments, refunds, and customer communications while meeting quality and audit standards. Identify opportunities during customer interactions to recommend relevant products and services, contributing to sales and retention objectives. Provide feedback and insights on customer needs, behaviours, and service issues to support continuous improvement and Voice of the Customer initiatives. Continuously develop knowledge of British Council products, services, and policies to ensure customers receive accurate, up-to-date information. **Qualifications & Skills** **Essential** - Experience of working in a customer-facing role, delivering services to agreed quality standards. - Strong computer literacy with the ability to use standard applications confidently. - English C1 and local language **Desirable** - Experience of supporting service-to-sales opportunities within a customer interaction. - Proficient in using computer systems and digital tools including CRM platforms and online registration systems. **Important Information** - Job grade: 4/H - Job location: Poland - Contract: 6 months Fixed Term Contract - Gross Monthly Salary: Starting from 6,150.00 PLN - Closing date: 27 October 2026 This role is open only for candidates who have the legal right to live and work in the job location 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 we 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 and 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