Think Customer CS and Sales Lead

Date: 23-Jan-2023

Location: London, UKM, GB

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

The Sales and Customer Service Think Customer Lead role falls under the Customer Management function which leads the British Council’s Sales and Customer Serivce operations and whose mission it is to create advocates, win and retain customers by supporting, coaching, and partnering with them across their journey with the British Council. This is work is crucial in sustaining our commercial businesses and our cultural relations mission.


There is a global transformation programme underway called “Think Customer” which aims to reduce customer effort, empower staff to deliver a great experience to our customers consistently and deliver a clear customer-centric strategy for the British Council’s English and Exams business. The target operating model for Sales and Customer Service is one workstream within that programme.


The post holder will act as a focal point and Subject Matter Expert for the Global Customer Management team regarding all issues related to people, systems, tools and infrastructure working alongside colleagues from other functions and other relevant stakeholders, providing expert support, analysis, and insight to ensure effective and efficient alignment across the global network.  


The post holder will be line managed by the Global Director of the Global Customer Management function.


The Sales and Customer Service Think Customer Lead will work as part of a larger team tasked with delivering the target operating model for the Sales and Customer Management function. Their specific role purpose is to act as the Subject Matter Expert for the target operating model design workstream   

Main opportunities

  • Point person for Sales & Customer Service to voice right views and opinions and identify key stakeholders and knowledge experts
  • Supports Project Manager with workstream governance
  • Provides feedback and communication between teams and stakeholders, flagging risks and dependencies
  • Gathers new and existing information required by implementation partner and programme team
  • Works across data teams to provide data-driven insights into the workstream
  • Represents CSM team in the future operating model design
  • Validates proposed models through collaboration with team and stakeholders
  • Works with Think Customer Programme team to support and manage communication cascades


Role specific knowledge and experience:

  • Customer Service Professional Qualification (or equivalent experience and proven track record)
  • Leading contact centre operations (preferably in global/multi-lingual business)
  • Strategic workforce planning and MI, 
  • Track record of designing cross functional processes and working strategically across different SBU’s and departments  alongside an overarching focus on customer experience
  • Leadership of a significant dispersed team contributing to the growth of a global business similar to the British Council’s English and Exams business.
  • Competent working with and sourcing data to support decisions
  • Open minded, able to challenge existing processes (Lean Thinking / growth mindset)
  • Product Lead skills, e.g., prioritisation, autonomy & the power of NO
  • Good communicator - verbal and documented
  • Good attention to detail and ability to work with consistency
  • Self-starter who has the initiative to own and collaborate on tasks



Further Information

Pay Band –  SMPS £50,635-£62,000 plus London Weighting £3,300

Contract Type – Fixed term 2 years

Location –  UK Flexible 

Requirements -Candidates must have the pre-existing (permanent) right to work in location.  Mobility / relocation / visa sponsoring support will not be provided. If you are currently sponsored by the British Council, in a country or regional role, please check with your local/regional HR colleagues if you are able to remain in your current location for this global role.
Closing Date – Closing Date 6th February 2023 11.50 UK 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


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.