B2B Customer Support Officer

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B2B Customer Support Officer

  • Post Date:October 31, 2022
  • Views 939
0 Applications
  • Offered Salary USD1,811 per month
    Career Level Officer
    Qualification Degree
  • Experience 3-5 Years
Job Description

Location: Harare, Sub Saharan Africa, ZW

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.

Role Purpose

The long-term purpose of this role is to ensure the efficient, effective operational co-ordination and delivery of B2B Exams and Projects at the right cost and customer experience. The role is to support B2B Customers on day to day operational, system and technical issues and report issues and resolutions to the Accounts Relationship Manager or Business Development Manager as required. The role, as required will provide this support to B2C customers, focusing on registration and payment systems and Computer-Based testing.

Main accountabilities but not limited to the following:

  • Provides technical assistance leading up to and on Test Day
  • Supports continuous improvement in the efficiency/cost effectiveness/quality of service delivery/systems in the unit or department
  • Undertakes contingency and risk management on the ground, liaises with Local IT, Examiner or Venue Staff to ensure alignment on communications
  • Uses standard procedures and templates, regularly records, analyses and reports on operational activity such as venue staff performance to support senior managers in making timely and effective business decisions that respond to operational needs.
  • Plans and prioritises own work activities, which span across a range of different work streams, responding to changing and at times competing requirements to ensure effective delivery of responsibilities over a weekly/monthly time horizon.

Role specific knowledge and experience:

  • Experience in B2B / B2C customer service environment
  • Experience of and ability to deliver excellent standards of customer service
  • Excellent computer skills
  • Understanding and experience of risk and compliance management
  • Track record of working in a tightly controlled process driven environment

Minimum requirements:

  • University degree in any subject or relevant qualification


  • Experience of supporting delivery of computer-based exams

Further Information

  • Pay Band – BRC-4-F
  • Remuneration: USD1,811 per month
  • Contract Type – Two (2) Year Fixed Term Contract
  • Location: Harare, Zimbabwe
  • Language requirements: English Language proficiency at C1 Level
  • Role holder must have existing rights to live and work in the country the role is based.
  • Role could require some weekend working or late shift required.
  • Closing Date – 2 November 2022 applications will close 23:59 South Africa Time

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 [email protected]

Please note: Applications to this role can only be considered when made through the Apply section of our careers website HERE. 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.