At a Glance
- Tasks: Provide top-notch customer support for digital products and services.
- Company: Join the British Council, a leader in education and cultural connections.
- Benefits: Gain valuable experience in a dynamic, global environment with a focus on personal growth.
- Other info: Flexible shifts in a supportive workplace committed to diversity and inclusion.
- Why this job: Make a real difference by helping people connect and thrive through education and culture.
- Qualifications: Customer service experience and strong English communication skills are essential.
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
The role is responsible for providing timely and high-quality customer support for the British Council's digital products and services, ensuring a positive customer experience through effective issue resolution and collaboration with relevant stakeholders.
Role Accountabilities
The role is responsible for providing high-quality customer and technical support across the British Council's digital products and services by managing customer enquiries, resolving technical issues, maintaining digital platforms, and ensuring service delivery meets agreed standards and service levels. The role also supports continuous improvement, maintains accurate operational records, collaborates with internal and external stakeholders, and contributes to delivering an excellent customer experience.
Role specific skills, knowledge and experience
- Demonstrable experience in customer service, service desk, technical support, or online customer support within a fast-paced environment, with the ability to manage customer enquiries using CRM and case management systems.
- Experience supporting digital platforms or Learning Management Systems (LMS), troubleshooting customer issues, meeting service level targets, and working with global stakeholders.
- Strong understanding of customer service best practices, data management, and process compliance, with the ability to contribute to continuous service improvement.
- Experience with reporting tools, Power BI, workflow automation, or service management methodologies is an advantage.
Further Information
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.
Education: Any graduate, preferably with a Diploma or equivalent qualification in Information Technology (IT), Communications, or a related field, or equivalent relevant professional experience.
Locally recruited: Applications are welcomed from candidates currently in this location with a natural right to work. Relocation support is not provided. Overseas Citizen of India (OCI) card holders will need to have, or be able to obtain, a valid special work permit issued from Government of India (GOI) to work in the British High Commission (BHC). BHC will not be able to sponsor work visas or obtain/ assist with the special work permit from GOI. Offers of employment made to OCI card holders will be conditional upon candidates obtaining a special work permit.
Work Schedule: This is a 24/7 on-site role with rotating shifts, including night shifts. The position offers two days off per week, which may not always fall on weekends. Flexibility and adaptability to a continuous shift-based environment are essential. There is no hybrid work arrangement for this position and it requires working onsite five days a week.
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. The Disability Confident scheme helps challenge attitudes, increase understanding of disability and ensure staff are drawn from the widest possible pool of talent. 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
Support Service Hub Agent 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 Support Service Hub Agent
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like British Council.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like British Council. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Support Service Hub Agent
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to British Council.
How to prepare for a job interview at British Council
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in British Council's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services British Council offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
