Aug 092014


Customer Service Officer Job at British Council in Lahore

Job Title Customer Services Officer Job Reference Number LHE/E/10/1415


Directorate or Region Pakistan,South Asia Department/Country Exams
Location of post Lahore Pay Band Band 4
Reports to Manager, Customer Services Duration of job Indefinite Contract

  • Effectively manage customer inquiries and complaints escalated by theContactCenter
  • Provide support to the Contact Centre in processing customer information requests regarding Exams products and services


Examination Services Department

  • The British Council’s Exams Department has set in place an ambitious plan to ensure its growth and greater impact in a fast changing, global environment. To do this, the department needs to work more effectively and efficiently with partners, both internal and external from all sectors of society.
  • The Exams Department has grown into a significantly large revenue business. Due to the scale of the operations, the organization requires a dedicated customer service team to manage the customer experience process for the Exams department.

Team Structure

  • The post is part of a team consisting of three Customer Services Officers and one Customer Services Manager. This team will be based in Lahore, and will be headed by the Head of Customer Services and Compliance.


  • Managing customer inquiries and complaints in a timely manner and in line with agreed service standards.
  • Coordinating with other Exams teams on an ongoing basis to ensure a seamless customer journey. This includes timely escalation of unresolved complaints to the concerned teams
  • Ensuring all process of elimination (POE) steps related to particular product are complete and correctly mentioned in a ticket/complaint
  • Maintaining high standards of service level by using Customer Relationship Management utilities.
  • Maintain accurate records of discussions or correspondence with customers
  • Provide feedback on the efficiency of the customer service process


The post holder will need to develop successful relationships with

  • Consumers, customers and clients
  • Outsourced contact centre team consisting of call centre supervisor, manager and agents
  • Exams Business Development, Marketing and Operations teams
  • Vendors



Should be willing to work in shifts. Unsocial hours may be required occasionally.

Passport/visa and/or nationality requirement. Right to work inPakistan
Security or legal checks required for this role. Security check as applicable to all British Council staff

Person Specification





Assessment stage

Behaviours The following behaviours will be assessed during interview and performance evaluation:

Working Together-               Essential level

Making it Happen –              Essential level

The following behaviours will be assessed only during performance evaluation:

Creating Shared Purpose –            Essential level

Being Accountable –            Essential level

Connecting With Others –     Essential level

Shaping the Future –            Essential level


Interview and performance evaluation only

Skills and Knowledge Generic Skills:

Marketing And Customer Service (L1)

  • Understanding the British Council and its values
  • Understanding potential markets/customers
  • Understanding customer needs
  • Responding to customer needs
  • Obtaining & evaluating feedback
  • Building strong relationships which add value to the UK

Computer Skills (L1)

Communications Skills

Excellent written and spoken communication skills in English and Urdu

Other Skills:

  • Technical knowledge of customer relationship management and ticketing systems


  • Knowledge of data protection policies and information management
Short listing
and InterviewEnglish language test
Experience One year experience in a customer service oriented role Short listing
and Interview
Qualifications Bachelor’s level degree Professional qualification in relevant field Short listing


Interested candidates should submit their filled application (attached below) at





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