Customer Services Advisor

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 British Council is seeking a dedicated and customer-focused Customer Services Advisor to join its Exams team in Spain. This role is integral to ensuring the delivery of high-quality customer service across voice and digital channels, supporting both internal and external stakeholders, and contributing to the efficient administration of exams.

Key Responsibilities:

Respond professionally to customer enquiries via telephone, email, and web chat, providing accurate information regarding exams, schedules, and service conditions.
Support back-office operations including exam registrations, cancellations, transfers, and special arrangements, in accordance with established procedures and service standards.
Ensure timely and compliant service delivery aligned with regional and cluster KPIs and escalation protocols.
Maintain accurate records of customer interactions to support reporting and continuous improvement.
Collaborate effectively with Exams Operations and Shared Services to ensure seamless communication and service coordination.

Essential Requirements:

Minimum one year of experience in a customer service role; contact centre experience is desirable.
Experience working in an administrative environment as part of a collaborative team.
Proficiency in Spanish (C2 level) and English (minimum B2 level); knowledge of co-official Spanish languages is an asset.
Relevant professional training (FP) or university degree.
Strong communication and organisational skills, with a commitment to service excellence.
Availability to work occasional Saturdays and flexible hours during peak periods (April–July).
Must meet legal requirements to work with children, including appropriate background checks.

Desirable:

Experience using CRM systems such as Salesforce.
A formal qualification in customer service.
Further Information:

Must have the right to live and work in Spain
Contract: Six months fixed term contract
Location: Madrid, Spain
Closing Date: February 22, 2026, 23:59 CET

This is an excellent opportunity to contribute to the British Council’s mission of delivering world-class educational services while developing your professional skills in a dynamic and supportive environment.

Applications are now open. Join us and help shape the future of exams delivery in Spain.

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 [email protected]