Customer Service & Sales Manager
Employer · British Council
Office and call centre supervisor
Sales and marketing manager
Department managerTemporaryBudapest
Join the British Council and lead a customer service team that plays a vital role in creating life-changing opportunities for learners and customers around the world. This is a maternity cover contract and provides an excellent opportunity for an experienced customer service leader to make an immediate impact within a high-performing and customer-focused environment.
Tasks
- Lead recruitment, onboarding and development activities, ensuring the team has the capability and capacity to meet business objectives.
- Oversee daily operations, including workforce planning, roster management and workload allocation.
- Monitor performance against key service indicators, including customer satisfaction, service levels, quality standards and complaint resolution.
- Support sales and retention objectives by ensuring team members identify opportunities to recommend suitable British Council courses and services.
- Prepare and present performance reports, highlighting risks, trends and opportunities.
- Ensure adherence to safeguarding requirements, data protection regulations and financial processes.
Requirements
- English speaking and writing skills at C1 level at least
- Relevant education and experience
- Experience of leading a customer service team in a multi-channel environment (e.g. face to-face, phone, email, chat, social media).
- Demonstrated ability to manage performance against KPIs, service standards, and quality frameworks.
- Proven experience of coaching, developing, and motivating staff to deliver consistently high levels of service.
- Excellent emotional intelligence, communication and interpersonal skills