British Council in Zambia
Posted Job
8 months ago

Customer Service and Sales Manager

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Location: Lusaka, Sub Saharan Africa, ZM

Company: British Council

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.

Customer Service and Sales Manager Zambia

Role Purpose

To lead the customer management and sales function in the delivery of Exams sales targets and KPIs. Furthermore, to motivate and foster a good team spirit that enables a high quality, efficient and positive experience for customers, clients, and stakeholders as per agreed Service Level Agreement.

Main accountabilities but not limited to the following:

Lead the Sales function

Build, lead and motivate the Sales and Customer Management team to achieve and exceed new sales and conversion KPIs.

Work closely with Exams and Marketing teams to develop and execute sales strategies, plans and processes in line with the country and regional plans and targets.

Customer Service Management

Run the day-to-day operation of British Council Customer Services in accordance with corporate standards and policies.

Map the Customer Journey, measuring the customer experience regularly to make improvements.


Work closely with Marketing on lead generation strategies

Work with local, cluster and regional marketing and communications teams to plan and execute proactive communications that support business continuity plans


  • Facilitate a monthly session that analyses NPS trends and reasons impacting performance
  • Monitor test day experiences on a quarterly basis and use observations for continuous service improvement

Line Management

  • Recruit and line manage members of the Customer Service Team as per British Council guidelines and standards.
  • Ensure performance objectives, performance reviews and year-end evaluations are completed on time, line manages are supported and feedback provided to them on a regular basis.

Role specific knowledge and experience:

  • Ability to lead a customer service and sales team.
  • Dedication to providing great customer service
  • Excellent written and verbal communication skills
  • Data analysis and reporting

Minimum requirements:

  • University Degree or degree-level (level 5 or above) qualification, and/or equivalent professional experience
  • At least three years’ experience in planning and implementing sales strategies, customer relationship management and managing and directing a sales team.


  • Customer Service Professional Qualification
  • Marketing Qualification
  • Knowledge of SAP, CRM
  • Contact Centre Management experience
  • Experience of using new technologies for service delivery

Further Information

Pay Band – BRC-6-F

Salary: ZMK 29,137.00 per month plus benefits

Contract Type – Two (2) Years Fixed Term Contract

Department: Exams

Location: Lusaka, Zambia

Language requirements: English level C1

Role holder must have existing rights to live and work in the country the role is based.

The Exams business units operate six days a week with Saturdays and weekday evenings usually times of peak demand. Working schedules are subject to variations to account for activity patterns and will involve unsocial working hours

Closing Date – 2 October 2023 applications will close 23:59 South Africa Time

Please ensure you include a supporting statement that highlights your skills, knowledge, and experience. This information will be used in the shortlisting assessment.

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.

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.

Application deadline
30 Sep 15:00