Customer Service and Sales Officer

British Council Pay band:  4H
Department:  English and Exams
Contract type: One Year Fixed Term Contract
Closing Date: Sunday 11^th of Jan,2026 (23:59 GMT)
Location: Blantyre, Malawi – Southern Africa

You must have the legal right to work in the stated location. We will not be providing Visa sponsorship and relocation assistance is not provided.

Role Purpose

The Customer Service and Sales Officer will act as the British Council’s ambassador, delivering a seamless and positive experience for customers and partners. The role involves handling enquiries about British Council programmes and examination services across multiple channels, ensuring that every interaction reflects our brand values and meets global customer service standards. The post holder will play a key role in supporting the Exams team to achieve or exceed sales targets by converting enquiries into registrations and building strong relationships with prospective candidates.

Role Context

This position sits within our Customer Management function, which focuses on creating advocates and retaining customers by supporting and partnering with them throughout their journey with the British Council. This work is essential to sustaining our English and Exams business and contributes to our wider cultural relations mission. Based in Malawi, the post holder will work closely with the Zimbabwe cluster team and report to the Country Customer Service and Sales Manager. The role supports the Malawi country plan and, in particular, its Exams business in achieving its targets.

Main Accountabilities

The Customer Service and Sales Officer will deliver exceptional customer service across multiple channels, providing accurate information, managing expectations, and ensuring a smooth customer journey from first enquiry to final sale. The role requires proactive engagement with customers to nurture leads, follow up on enquiries, and maximize opportunities for cross-selling and up-selling. The post holder will be accountable for achieving monthly income and conversion targets and will work to improve conversion rates by understanding customer needs and handling objections effectively.

In addition to sales responsibilities, the role supports the delivery of examination services, including registration, payment processing, and post-test activities, while ensuring compliance with quality standards and audit requirements. Accurate data management, contribution to customer insights, and adherence to safeguarding and child protection policies are integral to the role. The post holder will also manage social media enquiries and complaints in a professional manner, maintain up-to-date customer records, and assist with administrative tasks such as processing payments, creating purchase orders, and sending communication

Additional Job requirements:

The The Customer Service and Sales team operates 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 (including late finishes and Saturday shifts)

Role Specific Knowledge and Experience:               

Essential:

• Higher Diploma and/or equivalent professional experience
• Comprehensive, proven experience as a customer service and sales executive
• Thorough understanding of marketing and negotiating techniques
• Fast learner and passion for Customer Service and Sales
• Self-motivated with a results drive approach

Desirable:

• Customer Service Professional Qualification
• Relevant qualification or training undertaken in Sales

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