Account Support Officer

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.

Pay Band:4/H

No. of positions: 1

Country/Location: Lahore Pakistan

Department: Exams

Contract Type: Indefinite Contract Local

Closing Date: 7th February 2026

Right to Work: Applications are welcomed from candidates in Pakistan with a natural right to work. However please note candidates must have a natural right to work in the country on a permanent basis as immigration clearance and/or on-going visa support is not provided by the British Council for this role. Relocation support is also not provided.

Role Purpose:

This role focuses on managing B2B relationships across businesses educational institutions and government bodies to drive customer success. It works closely with Sales and Delivery teams to ensure a seamless customer experience and help clients achieve their goals.

Main Accountabilities:

The British Council is seeking a highly organised and customer-focused Account Support Officer to support the delivery of high-quality services to B2B clients including businesses schools universities and government organisations. This role is central to ensuring strong client relationships smooth service delivery and an excellent end-to-end customer experience.

The position holder will support service and product delivery by registering and onboarding new B2B clients ensuring they are accurately set up on British Council systems and that products and solutions are implemented effectively. The role involves training key stakeholders within partner organisations on the use of British Council products systems and resources to maximise value and impact. Working closely with Delivery Operations and business teams the postholder will help set review and maintain delivery quality manage enquiries resolve issues and coordinate changes to service delivery. The role also includes managing inbound service requests within agreed timeframes responding to customer support cases through Salesforce CRM and sharing client feedback and concerns internally to drive continuous improvement in customer experience.

A strong element of the role is analysis and reporting. The Account Support Officer will provide clear accurate reports to clients on delivery engagement outcomes and key performance indicators while managing client data across CRM and other British Council systems. The postholder will run feedback and monitoring and evaluation processes contribute to onboarding delivery and account management reporting and work closely with Sales and Account Managers to provide timely data support account retention and identify opportunities for repeat and new business.

The role also supports business development through research into new opportunities and by proactively adding value to existing client relationships. This includes promoting British Council products services training events and resources both free and paid to maximise the benefit clients gain from working with us and to support the identification of new and repeat business opportunities.

Strong relationship and stakeholder management is essential. The Account Support Officer will listen to client needs support planning for future cohorts and new courses and work alongside Account Managers to deliver annual key account plans and shared objectives.

The postholder will also support finance and resource management by ensuring invoices are created and issued in line with financial compliance requirements managing supplier setup on client systems monitoring payments and debt and maintaining accurate legal and contract documentation.

The role requires proficiency in Microsoft Office programmes strong experience using Salesforce CRM and an understanding of call centre environments including case management quality assurance and training. The Account Support Officer will manage their own workload effectively while coordinating colleagues or external suppliers when required monitoring task completion to agreed quality and time standards to ensure efficient and consistent service delivery.

This is an excellent opportunity to join the British Council and play a key role in supporting impactful partnerships through high-quality account support and customer success.

Qualification & Experience:

• University degree
• At least 1-2 years of sales and/or account/customer management experience
• Salesforce CRM

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 Councils Safeguarding policies for Adults and Children.

If you experience any difficulties with submitting your application please email