Customer Services Assistant

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For over 90 years we have shaped brighter futures through education, arts, culture, language, and creativity. We work with people in over 150 countries and reach over 700 million people. We connect. We inspire. Role purpose To provide support to Customer Service daily work in terms of supporting Customer Service, acting as first contact point for the customers at the front office or call centre and reporting feedback regularly for improvement. Main Accountabilities • To ensure the smooth day-to-day running of practical aspects of the customer service by: • • Photocopying material • To assist TC, exams and CS with display work • To help when necessary to give publicity materials • Keeping the waiting area tidy • Checking the waiting area equipment • Preparing the waiting area and placement tests area • To deliver high standards of customer care by: • Welcoming the customers at the front office and help them to choose the correct option from the queuing system • Calls the waiting list customers • Monitor the waiting area • Directing customers to the placement test classes • Directing Customers enquiries to the right person • Assisting with queries as required • Phoning students to update them on information and services as well as running telephone surveys as requested. • To help with placement testing setup by: • Preparing all rooms as required • Preparing the number cards • Storing tests in a tidy fashion • Respond to all F2F, phone and emails enquiries in a positive and professional manner in accordance with the British Council Customer Service Standards and Policies, as outlined in the Customer Management Framework. • Deliver Teaching Centre and Exams Department registration service enquiries and support in an efficient manner and in accordance with Teaching and Exams Quality Standards. These will help the English and Exams Team meet their ambitious targets. • By following enquiry guidelines, ensure that where appropriate enquiries and feedback are passed on to the relevant British Council person and department. • Refer to the Service Level Agreement to ensure they are clear on what is and what is not expected of them. • Promote and cross sell BC products and services in a professional manner. • Perform Call Centre and front office related administration and financial tasks in a timely manner to ensure smooth running of Call Centre operation Essential Requirements • Ability to communicate very well in spoken and written English and Arabic. • The British Council systems and global processes operate in English. Written and verbal proficiency in English is required • Minimum diploma or High school or equivalent • Experience of dealing with customer – One year minimum Further Details • Job title: Customer Services Assistant (50415)-Hourly paid • Location: Khobar, KSA • Contract type: 1 year contract (renewable) • Hourly rate: 40 SAR/ hour • Closing date: 4th November 2026 (23:59 Gulf Standard Time) • Other: This role is open only to candidates who have the legal right to work in KSA and are currently based there, as visa sponsorship is not provided for this position. • Please note that all applications should be submitted only in English. • It is advisable to apply in advance to avoid any technical issues at the last moment 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 we 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 and 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 [email protected]

Essential Requirements: - Ability to communicate very well in spoken and written English and Arabic. - The British Council systems and global processes operate in English. Written and verbal proficiency in English is required - Minimum diploma or High school or equivalent - Experience of dealing with customer – One year minimum

Main Accountabilities: - Ensure smooth day-to-day running of practical aspects of the customer service (photocopying material, assist TC, exams and CS with display work, help with publicity materials, keep waiting area tidy, check waiting area equipment, prepare waiting area and placement tests area) - Deliver high standards of customer care (welcoming customers at front office, help them choose options from queuing system, call waiting list customers, monitor waiting area, direct customers to placement test classes, direct customer enquiries to the right person, assist with queries, phone students to update information and run telephone surveys) - Help with placement testing setup (prepare rooms, prepare number cards, store tests tidily) - Respond to all F2F, phone and email enquiries professionally per British Council standards - Deliver registration service enquiries and support for Teaching Centre and Exams in line with quality standards - Follow enquiry guidelines to pass on relevant enquiries/feedback to appropriate department - Refer to Service Level Agreement for expectations - Promote and cross-sell BC products/services professionally - Perform call centre and front office administration and financial tasks to ensure smooth operation