Head Customer Management and Sales

Date: 25-Jan-2023

Location: Colombo, South Asia, LK

Company: British Council

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language. We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK. These connections lead to an understanding of each other's strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.


Role Purpose:


To lead and manage Sales and Customer Services Operations in Sri Lanka such that the Customer experience is as per global standards and team achieves business income and contributes to growth.
The role will ensure quality and efficiency of service, drive income and engagement. The post holder will implement a customer services strategy for the country in accordance to the global/ regional customer service strategy. It will also provide decision support for Teaching & Exams management by collecting, analysing and reporting data.
The post holder will be managing a data led professional Sales and Customer Services operation which will include all channels of service. With strong people, business and operations management skills/experience he/ she will lead on a transformation of existing operation.

Main accountabilities but not limited to the following:


Lead the Sales function



  • Build, lead and motivate the Sales and Customer Management team in the Country to achieve and exceed new sales and re-registration targets and conversion KPIs.
  • Work closely with Teaching, Exams and Marketing teams to develop and execute sales strategies, plans and processes in line with the country and regional plans.  
  • Monitor and review daily sales performance through conversion rates at all stages of the sales for all products. Ensure that the team and individual sales targets are met / exceeded.
  • To review key service matrices like enquiry volumes, access rate, conversion rates with an aim to drive improvements in customer journey, service and identify business opportunities.  
  • Analyse market trends and competitors’ activities and formulate strategies to respond appropriately. 
  • The post holder will need to work closely with Cultural Relations teams, Marketing, English and Exams to meet organisation objectives.   


Customer Service Management


  • Ensure the smooth running of the day-to-day operations of British Council Customer Services in accordance with corporate standards and policies.
  • Ensure the customer service function, including the look and feel of the physical environment and experience delivered by front-line team demonstrate the British Council brand standards.
  • Act as Complaints Manager for the country and ensures that the Complaints Policy is adhered to consistently across all channels. 
  • Analyse and understand complex customer services issues and provide timely management information to the cluster and regional Leadership team for business-planning, decision-making and/or the development of new or improved customer services policies and practices 
  • Ensure that there is a BCP in place and that it is annually reviewed to ensure it encompasses relevant customer service-related scenarios


Line Management



  • Recruit and line manage Customer Service and Sales Managers as per British Council guidelines and standards and provide ongoing support to the team  
  • Ensure strong performance management processes are in place for the team including setting of KPI’s, quality monitoring and coaching, line managees are supported and feedback provided to them on a regular basis.
  • Conduct training need analysis of the team and arrange training and development to build operational capability within the team
  • Ensure that Customer Services and Sales activity is efficiently resourced, with staff resources deployed according to customer requirements and ensuring work-life balance.

Finance and resource management 


  • Directly plan and control specific cost variables (rather than the total budget) to meet established targets, ensuring compliance with all relevant corporate financial systems and processes
  • Using agreed financial procedures/templates, conducts monthly and year-end analysis and reporting on income and expenditure/profitability and risk/pipeline/actual performance versus plan targets.

Role specific knowledge and experience:


  • University Degree or and/or equivalent professional qualification/experience.
  • Managing Customer Service operations including Call Centre experience.
  • Ability to lead a customer management and a sales team of approx.40 members.
  • Experience of leading and working with teams across Sri Lanka.
  • Self-starter with a strong track record in meeting and exceeding sales / income / performance and service level targets.
  • Stakeholder engagement and influencing at all levels of the organisation
  • Financial planning and management: sales forecasting and planning
  • Project management and experience in managing change
  • Excellent written and verbal communication skills.
  • Analysing data, trends, issues and deploying solutions preferably with experience in Six Sigma and lean methodologies 


Further Information: 


Pay Band – PB 7 / Grade F
Contract Type – Indefinite Contract - Local
Location – Colombo, Sri Lanka
Requirements – Sri Lankan citizen or in possession of a valid work visa in Sri Lanka 
Closing Date – Thursday 9 February 2023, 23:59 Sri Lanka time


A connected and trusted UK in a more connected and trusted world.


Equality , Diversity, and Inclusion (EDI) Statement


The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment.  We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability.  All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.


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; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.


If you have any problems with your application please email askhr@britishcouncil.org


Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.