Customer Management Officer

Date: 23-Nov-2022

Location: Taipei, East Asia, TW

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.



Employment Type – Indefinite   |   Pay Band – PB 4/H   |   Location – Xinyi, Taipei, Taiwan


Role Purpose

▪    The main duty of an English Course Consultant is to secure excellent sales results and to provide a high-quality of customer service. 
The Consultant will be expected to act as a British Council ambassador and provide top quality services to all customers, meeting all Key Performance Indicators (KPls) and enabling the British Council to meet its sales and customer management targets.


Main accountabilities but not limited to the following:
Customer Management 

•    To provide British Council students excellent post-sales services so that they enjoy a good experience with the Teaching Centre.
•    Attend to all customers' requests and enquiries through all British Council channels in a timely manner.
•    Ensure that all existing customers are informed of re-registration promotions and periods through various channels as appropriate (e.g. emails, SMS, telephone).
•    Register/reserve/waitlist students in appropriate classes and details are entered in the system accurately.
•    To handle cash desk in the system accurately and payments received correctly for course
•    registrations/placement test registration and other products/services
•    Ensure that all databases and re arts are u dated and recorded in a timely and accurate manner.
•    To provide administrative support, as required, to enable excellent customer experience is delivered to students.


▪    Be proficient in using relevant systems, such as CRM, British Council student registration systems (TCMS & OBS) and other IT systems or platforms used to ensure

     smooth operation of the British Council.
•    Administration & Finance. Ensure British Council policies and procedures are followed in terms of the finance function; HR function; and Child Protection. Ensure

     FABS1/TCMS2)/myClass CMS/CRM/database records are maintained accurately and on time. Manage information created and received in compliance with the British

     Council's information management standards, policies, the UK Data Protection Principles and local legislation.


Product & Offer Knowledge
•    To acquire and always maintain an excellent level of product knowledge by attending product training and observing classes.
•    To acquire and maintain an excellent level of pricing, discounting and offer knowledge at all times through briefing and attending professional development and skills



Data collection and reporting
•    To ensure that all databases and reports are updated and recorded in timely, accurate manner.


Centre Management
•    To ensure British Council promotional materials in public areas are up-to-date and professionally displayed with adequate copies.
•    To monitor equipment and furniture in the front of house to ensure they are in good working order/condition.
•    To ensure the front of house is well organised and tidy, meeting Council's health and safety guidelines..


•    Comply with the Standing Operating Procedures (SOP) as per the job requirement. Any other duties as assigned by the Line Manager. 

     Attendance at regular professional development, training and skills programmes as Required. 

     Full engagement with the performance management programme (PMPD). Participate in projects as agreed in Performance Agreement. 

     Attend and/or complete all British Council mandatory a-learning modules.


Other Responsibilities and duties
•    As part of the wider Sales and Customer Management team serving both new and existing customers, you will be required to support and assist your colleagues from time to time in tasks that ensure the smooth running of the Centre. This may include covering duties at any of the branches of the Teaching Centre. This may also include participation at Open Days, and Parent Events, for example. 
Provide participate and/or provide sales support in all sales and marketing events (in or out of the centre) with the purpose of creating awareness and generating leads for the centre.

Role specific knowledge and experience:
Demonstrable experience, in large complex international organisation of: 
▪    Good written and oral communication skills in English and Chinese catering to target market.
▪    Work experience in sales and customer service, preferably in the services industry
▪    Effective sales techniques and competent IT skills. 
▪    Effective communication and customer engagement skills.


Additional Information
This is a 5-day week on a shift system from Monday to Sunday. Evening and weekend work is required on a regular basis

Closing date for appliation. 31st December 2022, 23:59 Taiwan Time (GMT+08)


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.