Customer Service Officer at British Council — September 2026

Employer: British Council
Position: Customer Service Officer
Location: Tanzania
Job Grade: 4/H
Employment Type: Full-time
Contract Duration: 4 Months FTC, subject to the start date
Closing Date: 19 September 2026

About the British Council

The British Council supports peace and prosperity by building connections, understanding, and trust between people in the UK and countries worldwide.

For 90 years, the British Council has shaped brighter futures through education, arts, culture, language, and creativity. It works with people in more than 200 countries and territories and has a presence in more than 100 countries.

We connect. We inspire.

Role Purpose

The Customer Service Officer will support the effective delivery of British Council Exams and Customer Services operations in Tanzania by providing high-quality customer service, achieving sales and KPI targets, and ensuring a seamless customer experience.

As a British Council ambassador, the post holder will respond to enquiries about Exams services while operating in line with corporate standards, policies, and procedures.

Main Accountabilities

Customer Service and Customer Experience

• Deliver a high-quality and consistent customer experience across all channels.
• Handle customer enquiries, registrations, reception activities, and customer records in line with British Council policies, service standards, safeguarding requirements, and brand values.
• Act as the first point of contact for customers, ensuring timely resolution or escalation of enquiries.
• Maintain accurate CRM data.
• Support customer information sessions.
• Manage social media interactions.
• Contribute customer insights to improve services and the overall customer journey.

Sales and Business Development

• Achieve agreed sales, conversion, and income targets.
• Build strong customer relationships.
• Manage leads from enquiry through to registration.
• Conduct proactive customer follow-ups.
• Identify cross-selling and upselling opportunities.

Exams and Administrative Support

• Support the delivery of examination services through candidate registration and payment processing.
• Maintain accurate data and support income reconciliation.
• Resolve customer complaints effectively.
• Coordinate with Exams teams to ensure accurate, compliant, and seamless service delivery.
• Perform any other administrative duties assigned by management.

Qualifications & Skills

Essential

• Higher Diploma and/or equivalent professional experience.
• Comprehensive, proven experience as a customer service and sales executive.
• Thorough understanding of marketing and negotiating techniques.
• Fast learner with a passion for customer service and sales.
• Self-motivated with a results-driven approach.

Desirable

• Customer Service Professional Qualification.
• Relevant qualification or training in Sales.
• Marketing and Communications experience.
• Hands-on experience with CRM software is an advantage.

Important Information

• Job Grade: 4/H
• Contract Duration: 4 Months FTC, subject to the start date.
• Location: Tanzania
• Closing Date: 19 September 2026

Eligibility: This role is only open to candidates who have the legal right to live and work in the job location.

Equality, Diversity and Inclusion

The British Council is committed to equality, diversity, and inclusion and welcomes applications from all sections of the community, recognising that a diverse workforce adds depth to its 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.

The British Council guarantees an interview for disabled applicants who meet the minimum role requirements. Applicants are also welcome to discuss specific requirements or adjustments needed to enable participation and engagement in its work and activities.

Safeguarding Statement

The British Council is committed to safeguarding children, young people, and adults with whom it works.

The organisation believes 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 of the United Nations Convention on the Rights of the Child (UNCRC) 1989.

Appointment to positions involving direct contact with vulnerable groups will be subject to thorough checks being completed in line with legal requirements and British Council safeguarding policies for adults and children.

Application Support

If you experience any difficulties when submitting your application, you can contact:

Email: askhr@britishcouncil.org

How to Apply

Interested and qualified candidates should submit their applications through the official British Council recruitment portal before the closing date.

CLICK HERE TO APPLY

Closing Date: 19 September 2026

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