Account Support Officer

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.

We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021–22 we reached 650 million people.

Pay Band: 4 / Grade H
Location: Pakistan - Lahore, Karachi and Islamabad

Department: Country/Cluster

Contract Type: Indefinite Local Contract

Closing Date: Wednesday, 26th March 2025 - 23:59 Malaysia Time (GMT +8)

Role Purpose: The purpose of this role is to help manage relationships with B2B accounts, including businesses, schools, universities and governmental organisations to deliver customer success. This includes working with Delivery and Sales teams to help manage the customer's experience of the product or solution and ensure they achieve their goals.

Main accountabilities but not limited to the following:

Service and product delivery support

1. Registers and onboards new B2B clients/customers, including adding them to the appropriate British Council systems (internal and customer-facing), to ensure smooth implementation of the product or solution.
2. Trains key stakeholders in the partner organisations how to use products, systems and other resources to maximise the value and impact they get from working with us.
3. Works with business delivery teams and Operations to set and review the quality of delivery.
4. Works across teams to manage enquiries and resolve problems and service requests from existing accounts.
5. Liaises with business delivery teams and Operations to manage any changes and amendments to service delivery.
6. Manages inbound service requests (cases) and works with Sales, Operations and Delivery teams to resolve these within an agreed timeframe.
7. Informs Sales, Delivery and Operations teams of concerns flagged by clients to help make improvements in customer experience.
8. Responds to and manages customer support cases in CRM.

Analysis and reporting

1. Provides reports and data to B2B customers that help them track delivery, engagement, achievement, outcomes and other key metrics for success.
2. Captures and manages client data in CRM and other business systems to help build insight around our corporate audience and the sales and marketing effectiveness of our corporate business and so help support account management, retention and growth.
3. Runs feedback/Monitoring and Evaluation (M&E) system and collates results for presentation to client and sales colleagues.
4. Manages service delivery and data using British Council systems.
5. Works closely with Sales & Account Manager to provide accurate and timely data to the client as well as building opportunities for repeat and new business.
6. Contributes to reporting on onboarding, delivery service and account management activity.
7. Reviews data sources with colleagues to identify opportunities to improve performance.

Business development support

1. Conducts research, using a range of information channels, to support developing new business opportunities.
2. Pro-actively identifies opportunities and looks for ways to add value to B2B customer and key account relationships through British Council products, services and resources (free and paid), including sharing access to British Council training, events and materials from across SBUs to help maximise the value they get from our services.
3. Helps to identify new and repeat business opportunities with existing clients.

Relationship and Stakeholder management

1. Listens to client needs and requests regarding future cohorts and new courses.
2. Supports Account Managers in delivering annual key account plans, sharing responsibility for objectives within this as defined.

Finance and Resource management

1. Ensures invoices are created and issued to clients in line with financial compliance and appropriate timescales.
2. Ensures the British Council is created as a supplier on clients' systems and that documentation is accurate and up-to-date.
3. Manages corporate payments and monitors debt as part of debt control team in country/cluster.
4. Organises legal documentation and keeps accurate records of contracts.

Managing self and others

1. Tasks and coordinates others (e.g. internal colleagues or external contractors/suppliers) to complete time-limited, straightforward activities, within established procedures, in order to ensure efficient delivery of services.
2. Monitors task completion to agreed quality and time standards.

Role specific knowledge and experience

Essential:

1. Sufficient years of experience in sales and/or account/customer management.
2. Good relationship management capability.

Desirable:

1. B2B Sales experience particularly with education and government sectors.
2. Experience of English Language Teaching and/or Assessment.
3. Familiarity with Salesforce or use of similar CRM.

Requirements

1. A minimum with University degree or equivalent in a relevant subject or discipline.

Additional Information

Conditions of Employment:Local Direct Hire

1. Applications are welcomed from candidates currently in the location with a natural right to work.
2. Applications are also welcomed from candidates currently based in other British Council country offices. However, please note candidates must have a natural right to work in the country, on a permanent basis, as immigration clearance and/or ongoing visa support is not provided by the British Council for this role. Relocation support is also not provided.
3. This Account Manager role will be reporting within the Business and Education team.

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. That's why we warmly welcome applications from all under-represented communities, alongside candidates from all backgrounds. Your unique perspectives, skills, and experiences matter to us, and are invaluable in shaping our inclusive workplace.

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.