Customer Services Advisor
British Council
Barcelona, European Union, ES
4d ago

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.

Customer Services Advisor

Context :

A focused Customer Service team is being created to exclusively meet the needs of Teaching customers and internal stakeholders across Spain.

This role will form part of a team of Customer Services Advisors led by a Coordinator in charge to liaise between Teaching and Customer Service managers.

The Spain Teaching business continues to grow and, in the post-pandemic business environment and increasing competence, it is indispensable to improve our customer service channels to address Teaching customer needs and add value to the Teaching Operations in Spain, enhancing our reputation for customer service excellence.

Role Purpose :

To support Teaching Spain operation in handling customer enquiries through voice and digital channels providing a high level of excellence in all aspects of customer experience.

To deliver professional customer service to both internal and external customers via email and phone, and to provide professional answers to Teaching customers’ enquiries of different nature and format in accordance with British Council corporate standards & KPIs.

Challenges & Accountabilities :

Customer support

Deal with telephone, email and web chat enquiries from current and potential Teaching customers, providing information and advice on products, calendars and conditions of service and recording all interactions in the CRM system, when available.

Ensure appropriate follow up and timely escalation of queries, complaints and suggestions from Teaching customers.

Increase responsiveness / reduce average handling time while ensuring customer service excellence.

Service delivery

Support Teaching Operations and Shared Services Unit with the efficient delivery of back-office processes :

Ensure timely and efficient delivery according to Service Level Agreement and Escalation Matrix, compliant with Regional & Cluster standards and Customer Excellence KPIs.

Contribute to efficient and timely share of information between Teaching Operations and Customer Services.

Manage self and others

Ensure accurate recording of customer interactions to support efficient reporting and informed decisions.

Ensure attendance to all required training and development initiatives in order to maintain up-to-date knowledge of Teaching systems, deadlines and procedures.

Pro-actively contribute to the culture of continuous improvement by reporting on feedback received from customers to define areas for improvement.

Role specific knowledge and experience

Right to work in country.

Competences in Spanish (C2 level) and English (B2 level).

A relevant professional training (FP) or university degree qualification.

Minimum one-year experience in customer service role.

Payband : Grade J

Department : Business Delivery

Contract type : Permanent

Location : Madrid or Barcelona - Spain

Start date : July, 2022

ClosingDate : applications will close on 27 / 06 / 2022 at 23 : 00

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.

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