Customer Service Team Manager at British Council in Indonesia

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, and creativity.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries.

We connect. We inspire.

The Role:

Leads customer service team delivering high-quality multichannel support, ensures compliance, manages operations, coaches staff, tracks performance, optimises resources, and drives continuous improvement aligned with organisational goals.

Accountabilities:

• Lead a multichannel customer service team, fostering a positive, inclusive environment that drives engagement, motivation, and consistently high performance.
• Recruit, onboard, and retain skilled team members, ensuring the right capabilities and capacity to meet evolving business needs.
• Provide regular feedback, performance reviews, and hands-on support to build capability, enhance engagement, and address underperformance through structured plans.
• Monitor KPIs such as service quality, customer satisfaction, and complaint resolution; manage daily operations, including rosters, workload, and peak-period resourcing.
• Deliver accurate reports on performance, risks, and trends to stakeholders, enabling informed decision-making and operational improvements.
• Ensure adherence to safeguarding, data protection, and financial policies, embedding accountability and operational accuracy.
• Leverage customer feedback to drive continuous improvement, while supporting sales and retention through proactive promotion of relevant products and services.

Role specific knowledge and experience:

Essential:

• 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

Desirable:

• Customer service management experience in education/training, with strong complaint handling and service recovery capabilities.
• Knowledge of Voice of the Customer approaches, continuous improvement, and familiarity with British Council offerings (English teaching and exams).
• Experience in multicultural environments, demonstrating cultural awareness and promoting equality, diversity, and inclusive engagement.

Language Requirements: English + Bahasa

Education: Bachelors

Closing Date: Applications will close at 23:59 IST on Friday, 6 November 2026 / 01:29 WIB on Saturday, 7 November 2026

Important Information:

Business unit: English and Exams

Pay Band: 6

Country/Location: Jakarta, Indonesia

Contract Type: Indefinite Contract (Permanent)

Work arrangement: On-site

Requirements: Please note that candidates must have the pre-existing, legal right to work in Indonesia.

Mobility / relocation / visa sponsoring support will not be provided.

British Council supports working in new ways such as hybrid working, subject to full approval by line management and conditional upon our ability to provide the appropriate level of service. This may not be appropriate for all roles but can be explored at interview.

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

Equality, Diversity and Inclusion Statement

We are committed to equality, diversity and inclusion and welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our 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. We guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

Safeguarding Statement

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 in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

If you experience any difficulties with submitting your application, please email askhr@britishcouncil.org