Account Support Manager/ B2B Customer Service Manager

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.

Pay Band: 6/G

Country/Location: Lahore, Pakistan

Department: Exams

Contract Type: Indefinite Contract- Local

Closing Date: 10th November 2026

Role Purpose:

The purpose of this role is to help manage relationship with key B2B accounts, including businesses, schools, universities and governmental organisations in larger or strategic markets to deliver customer success. This includes working with Delivery and Sales teams to help manage the customer’s experience of the product or solution and ensure they achieve their goals. There may also be team leader responsibilities in locations with larger teams.

Main accountabilities:

The postholder will oversee client onboarding, manage customer enquiries and service requests, monitor service quality, and ensure timely resolution of issues through CRM and other business systems. They will coordinate with internal teams to improve the customer experience, address client feedback, and ensure consistent and efficient service delivery. The role will also involve supervising Account Support Officers, monitoring performance, and ensuring tasks are completed to the required quality standards and within agreed timelines.

The Account Support Manager will analyse client data, prepare performance reports, coordinate feedback and monitoring activities, and maintain accurate records to support informed decision-making. Working alongside Account Managers, they will identify opportunities for repeat business, promote relevant British Council products and services, contribute to key account plans, and strengthen long-term client relationships.

The role will also oversee commercial administration, including client invoicing, supplier registration, payment monitoring, debt control, and the maintenance of contracts and legal documentation, ensuring accuracy and compliance with financial procedures.

The ideal candidate will have experience in account management, customer service, or B2B service delivery, alongside strong communication, stakeholder management, analytical, and team coordination skills. Proficiency in CRM systems, attention to detail, commercial awareness, and a proactive approach to service improvement and business growth are essential.

Role specific knowledge, skills and experience:

• University degree or equivalent preferably in Sales or Marketing qualifications
• 3+ years experience of sales and/or account/customer management
• Familiarity with Salesforce or use of similar CRM
• Proficiency in Microsoft office programs
• Strong relationship management capability

Condition of Employment:

Language: Strong English proficiency is crucial for this role, requiring fluency in both written and spoken communication to effectively navigate British Council systems and international operations.

Please note: Interviews will be conducted primarily in English. The successful candidate must be able to speak and write well in English, as this is essential for the role.

Locally recruited: Applications are welcomed from candidates currently in this location with a natural right to work. Relocation support is not provided.

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 askhr@britishcouncil.org