Exams Customer Services Officer

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.

Pay Band: 4/H

Country/Location: Lahore, Pakistan

Department: English and Exams

Contract Type: Indefinite Contract- Local

Closing Date: 5th November 2026

Role Purpose

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.
  
  

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.
  
  

Condition Of Employment

Language: Strong English proficiency is crucial for this role, requiring fluency in both written and spoken communication to effectively navigate British Council systems and international operations.

Please note: Interviews will be conducted primarily in English. The successful candidate must be able to speak and write well in English, as this is essential for the role.

Locally recruited: Applications are welcomed from candidates currently in this location with a natural right to work. Relocation support is not provided.

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 askhr@britishcouncil.org

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