British Council South Africa Customer Support Officer

Closes: 5 April 2023

British Council works through fostering relationships, mutual understanding, and trust between citizens of the UK and other nations, we promote peace and prosperity.

In collaboration with the UK, we work one-on-one with people to give them the knowledge, self-assurance, and connections they need to alter their lives and create a better world. We help them establish networks, discover original ideas, learn English, pursue a rigorous education, and achieve credentials that are acknowledged globally.

We have personnel on the ground in more than 100 nations and work with people in over 200 nations and territories. We will reach 650 million people in 2021–2022.

Declaration on Equality, Diversity, and Inclusion

The British Council is dedicated to promoting policies and practices of inclusion, diversity, and equality in all that we do. All of our employees receive support in maintaining behavior that is in line with our goal. In particular, but not primarily, on the basis of race and disability, we wish to address underrepresentation and support applicants from underrepresented groups. We are a Disability Confident Employer and will conduct interviews with any disabled applicants who meet the requirements. To enable participation and engagement in our work and activities, we encourage discussions about any special requirements or accommodations.

The British Council is dedicated to protecting the kids, teens, and adults we work with.
As stated in article 19 of the UNCRC (United Nations Convention on the Rights of the Child), 1989, we think that all children and adults, no matter where they live, have the right to be safeguarded from all forms of abuse, maltreatment, and exploitation.

Positions involving direct contact with vulnerable groups will require thorough background checks before an applicant can be hired. These checks will include qualification checks, reference checks, identity & criminal record checks in accordance with legal requirements and the British Council’s Safeguarding policies for Adults and Children.

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Role Objective

The long-term goal of this position is to make sure that business-to-business (B2B) exams and projects are coordinated, delivered, and priced appropriately while providing excellent customer service. Supporting B2B customers with operational, system, and technical challenges is part of the job. B2B customers should submit problems and their solutions to the account relationship manager so they can grow and keep the account. Additionally, it will assist national and cluster teams with operational finance, including debt management and the drafting of Purchase Orders.

EmployerBritish Council
Host NationSouth Africa
Official Website
Closing Date05 April 2023
Eligible CandidateDegree
British Council Job Summary

Principal responsibilities include, but are not limited to:

Delivers technical support before and on test day, bulk upload and cash reconciliation tasks helps the unit or department’s efficiency, cost effectiveness, quality of service delivery, and processes continue to improve carries out risk and contingency management on the ground and coordinates discussions with Local IT, Examiners, or Venue Staff.
Regularly records, analyzes, and reports on operational activities, such as venue staff performance, using standard methods and templates to assist senior management in making prompt, wise business decisions that address operational demands.
Schedules and prioritizes one’s own work activities, which cover a variety of various work streams, in response to shifting and occasionally conflicting requirements to ensure successful performance of duties over a period of time.

Relevant expertise and experience for the role:

Knowledge of customer service environments for B2B and B2C, Knowledge of and aptitude for providing top-notch customer service standards outstanding computing skills knowledge of and practical expertise with risk management and compliance.

Minimum requirements:

  • University degree in any subject or relevant qualification


  • Experience working in exams
  • Experience of supporting on delivery of computer-based exams
  • Experience of examinations operational finance

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