At a Glance
- Tasks: Lead service enablement for digital learning, enhancing customer experiences and operational efficiency.
- Company: Join the British Council, a global leader in education and cultural connections.
- Benefits: Enjoy 32 days annual leave, volunteering days, and a competitive salary.
- Other info: Be part of a diverse team committed to equality and safeguarding.
- Why this job: Make a real impact on learners worldwide while shaping innovative digital services.
- Qualifications: Experience in operations or customer service, especially in online learning.
The predicted salary is between 38820 - 46203 £ per year.
We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, and creativity. Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. We connect. We inspire.
Role Purpose
This role is an opportunity to join the British Council’s fast-moving digital learning businesses, serving individual learners and institutional clients around the world. The postholder will work at the point where customer insight, operational delivery and product development meet. This role is the essential bridge between the commercial and proposition leadership of English Online and our specialist centralised teaching operations and customer service teams. It ensures that the learner and client experience is joined up, responsive and commercially effective. The successful candidate will shape how English Online improves its digital services, using evidence from customers, clients and delivery teams to influence better products, clearer processes and stronger service outcomes. They will also act as the keeper of key service policy assets, including customer terms and conditions, data retention policies, sanctioned country lists and related operational guidance.
Main Accountabilities
- Leadership & Management: The role provides practical leadership for service enablement across English Online, helping centralised Operations and Customer Service teams understand the needs, priorities and standards of the business. The postholder builds shared ways of working, supports capability development through clear guidance and resources, and promotes a culture that is customer-focused, commercially aware and committed to continuous improvement.
- Strategy and Planning: The role shapes and maintains the policies, standards and operating frameworks that help English Online scale consistently and responsibly. The postholder uses customer feedback, service data and operational insight to inform proposition planning, product development and service improvement priorities.
- Relationship and Stakeholder Management: The role acts as the key connector between Proposition, Product, Operations, Teaching Excellence and Customer Service teams, turning business priorities into clear service expectations and turning frontline insight into actionable improvement.
- Service Improvement: The role drives improvements that make the learner and client experience clearer, smoother and more effective. The postholder monitors customer success outcomes, service performance and recurring pain points, working with Operations, Customer Service, Teaching Excellence and Product teams to identify root causes and make practical changes.
- Professional Services Expertise: The role provides specialist knowledge of service enablement in a digital learning environment, including the processes, systems, guidance and governance needed to deliver consistently across markets and customer groups.
- Consultancy, Analysis and Problem Solving: The role provides informed, pragmatic advice to business and delivery teams on service design, operational processes, customer issues and policy requirements.
- Performance Management: The role establishes and monitors the service measures, customer success indicators and performance standards that matter for English Online.
British Council core competencies
- Communicating & Influencing- 4
- Planning & Organising-4
- Analysing data & Problems-3
- Finance & resource management-5
- Using technology-3
- Managing risk-3
Role specific skills
- Agile Project management
- Expertise with MS Office Suite
- Intermediate to Advance user of data analysis tools (MS Excel, PowerBI)
Knowledge & Experience
- Minimum / Essential: Relevant experience of working in a global business in an operations, customer service or similar role. Experience of service delivery and/or enablement in online learning and assessment. Experience of working with B2B and B2C customers.
- Desirable: Knowledge and Experience of product development and/or management.
Language Requirements
The British Council systems and global processes operate in English. Written and verbal proficiency in English is required.
Closing Date
Applications will close at 21:59 UK Summer time on Sunday, 13 September 2026. Please note that candidates must have the pre-existing, legal right to work in UK, at the time of application. Mobility / relocation / visa sponsoring support will not be provided.
Important Information
- Department: English&Exams
- Contract type: Indefinite (Permanent)
- Contract Hours: Full time - 36 hours per week, Monday to Friday.
- Pay band: 8
- Salary: £38,820 - £46,203 (Plus an additional £3,300 per annum London Market Allowance if you are based in the London area only).
- Location of the role: UK - London, Cardiff, Edinburgh, Belfast
Benefits for the UK include, but are not limited to:
- 32 days annual leave, in addition to public holidays
- 3 days volunteering leave
- Career average defined benefit pension scheme
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.
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.
Service Enablement Manager in London employer: British Council
The British Council is an exceptional employer, offering a dynamic work environment that champions inclusion and diversity. With flexible hybrid working arrangements and a strong commitment to social impact, employees have ample opportunities for professional growth and development while contributing to meaningful initiatives that make a difference in communities across the UK.
StudySmarter Expert Advice🤫
We think this is how you could land Service Enablement Manager in London
✨Dive into Digital Learning Communities
Join online forums and communities focused on digital education, like EdTech Meetups or LinkedIn groups. Engage actively—share ideas and insights, and you'll not only learn a ton but also connect with potential employers and thought leaders in the industry.
✨Showcase Your Teaching Skills
Create content that demonstrates your understanding of digital learning—think blogs, videos, or even free online workshops. This could catch the eye of companies like British Council looking for innovative thinkers. Plus, it’s a great way to practice your presentation skills!
✨Utilise University Career Services
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✨Apply Directly Via Company Websites
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We think you need these skills to ace Service Enablement Manager in London
Some tips for your application 🫡
Show Off Your Passion for Learning:When applying for a role in digital learning and education at British Council, make sure to sprinkle your application with examples of your enthusiasm for teaching and learning technologies. Share specific experiences where you've used, designed, or implemented digital learning solutions, as this shows us that you truly get the field.
Highlight Relevant Education and Certification:In the digital learning space, having a strong educational background can set you apart. Don't shy away from showcasing your degrees, certifications, or relevant courses related to e-learning, instructional design, or educational technology. We love seeing candidates who have actively invested in their learning journey!
Tailor Your CV to the Role:Your CV is your first impression, so let's make it count! Focus on your skills directly related to digital learning, such as course development, learning management systems, and data analysis. Be sure to show measurable results from your past roles to demonstrate your impact and effectiveness.
Craft a Compelling Cover Letter:In your cover letter, express not just your qualifications, but your vision for the future of digital education. Discuss how your experiences align with the mission of British Council and highlight any innovative ideas you might have for enhancing learning experiences. This is your chance to connect with us on a deeper level!
How to prepare for a job interview at British Council
✨Get Hands-On with Learning Technologies
Familiarise yourself with common digital learning tools and platforms, like LMS systems or authoring tools that British Council might use. Understanding these will give you an edge and show you’re ready to jump in from day one!
✨Showcase Your Creativity in Lesson Design
Prepare a portfolio of your past projects if you have them, or create sample lesson plans or digital content demos. Being able to discuss your creative approach to engaging students can really set you apart in a full-time role at British Council.
✨Brush Up on Educational Trends
Stay in the loop with the latest trends in digital education, like gamification or personalised learning experiences. This will help you engage in meaningful discussions during the interview and demonstrate your passion for the field.
✨Prepare for Collaborative Scenarios
Expect to be asked about your experience working collaboratively with educators or other stakeholders. Consider discussing how you've contributed to a team effort in creating engaging educational content or improving student outcomes.
