Latest Jobs at British Council

The Role Purpose

• To provide visible, collaborative management of the IT function within the British Council main offices in Nigeria, especially the Lagos & Kano offices, being accountable to the IT team to carry out day-to-day delivery of IT services, providing technical support and ensuring services are consistent with Global IS and security standards. 
• To ensure that IT services meet the requirements of business operations, corporate standards and Service Level Agreements.

Main accountabilities but not limited to the following
IT Management:

• Oversee and ensure the IT infrastructure in Lagos & Kano offices are fit-for-purpose, effective and that contingencies are in place to manage risks
• Support the delivery of IT projects, as per the business needs and in line with the strategy.
• Support maintenance of security and integrity of IT systems, GIS and non-GIS, meeting IGRM minimum standards.
• Develop and agree the annual IT budget and procure following corporate finance, procurement and risk management standards.

Global Service Desk (GSD) and Service Now (SNOW):

• Manage the relationship with GIS and the GSD to ensure effective management of Local IT Group assigned incidents
• Ensure management of incidents is within the agreed SLAs
• Be able to identify complex enquiries that require resolution or escalation
• Ensure effective management of service requests/changes in line with GSD and agreed SLAs.

Compliance:

• Manage the process for ensuring British Council IT policies and standards are adhered to
• Manage the process for maintaining British Council standards to IT security, disposal of IT equipment, software licences, antivirus updates, usage of IT services and FO/BO conformance.

IT Team Management:

• Line manage IT Support Officer(s) as appropriate.
• Delegate tasks effectively to the IT Team, following up to engender learning and development.
• Ensure Facilities colleagues that provide an oversight and support function in Kano and Port Harcourt are well supported to carry out their roles
• Ensure the Performance Management process is undertaken to corporate standards and that the team is developed to ensure appropriate motivation, collaboration, and effective delivery.

Requirements of the role

• Proficiency in English to at least B2 in all four skills
• MCP Windows 2016
• 3 years’ experience as an IT Personnel/ Orientation.

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Role Description / Purpose

• We are seeking a Systems Lead (CRM) to drive the effective configuration, optimisation, and adoption of our Customer Relationship Management (CRM) platform across Customer Sales and Service operations.
• This is a key role responsible for ensuring the CRM system supports high-quality customer engagement, streamlined workflows, strong data integrity, and the effective use of AI-driven capabilities.
• Acting as the organisation's CRM Subject Matter Expert, you will provide technical expertise, operational insight, and strategic guidance to maximise the value of the CRM platform.
• You will be responsible for maintaining system stability and performance, managing configuration changes, troubleshooting issues, conducting quality assurance activities, and monitoring platform effectiveness to ensure alignment with business requirements.
• Working collaboratively with teams across Operations, Data & Analytics, Governance & Compliance, and Digital/IT, you will translate operational needs into practical CRM enhancements and workflow solutions. You will play a critical role in improving user adoption and capability by providing guidance, promoting best practices, and ensuring consistent and compliant data capture across the organisation.
• The successful candidate will be proactive in identifying opportunities to improve processes, increase automation, enhance system functionality, and deliver a better customer experience. This is an exciting opportunity for someone who combines strong technical expertise with a customer-focused mindset and a passion for continuous improvement, data quality, and operational excellence.

Role Accountabilities 

• We are looking for a highly motivated Systems Lead (CRM) to act as the organisation's CRM Subject Matter Expert and play a pivotal role in driving the effective use, optimisation, and continuous improvement of our CRM platform. This position is central to ensuring that the CRM system supports excellent customer engagement, efficient operational processes, robust data management, and the adoption of emerging digital and AI-enabled capabilities.
• As the primary point of contact for CRM-related queries, configuration, and troubleshooting, you will be responsible for maintaining and enhancing the platform to meet operational and governance requirements.
• You will oversee the configuration and maintenance of workflows, fields, dashboards, automation, and system functionality, ensuring that the platform remains reliable, effective, and aligned with business needs.
• Working closely with operational teams and technology stakeholders, you will monitor system performance, user behaviour, and data quality, using insights and analytics to identify opportunities for improvement.
• You will lead CRM optimisation initiatives, gather and manage user feedback, and collaborate with Digital and IT teams to support issue resolution, system enhancements, updates, and release activities.
• The role requires translating business requirements into functional CRM solutions, supporting testing and implementation activities, and developing guidance, documentation, and standard operating procedures that promote consistent and effective system use.
• Data integrity, compliance, and quality assurance are key aspects of the role.
• You will ensure that CRM data is accurate, reliable, and aligned with reporting requirements while supporting governance standards across the organisation.
• You will proactively identify opportunities to improve processes, increase automation, optimise workflows, implement email automation solutions, and leverage AI-enabled and Agentic AI capabilities to enhance operational efficiency and customer experience.
• The role also involves monitoring the effectiveness and performance of Salesforce integrations with connected business systems, identifying issues, and supporting ongoing improvements. As an internal advocate for CRM capability, you will champion best-practice usage, encourage user adoption, and drive a culture of continuous improvement across customer-facing teams.
• In addition, you will manage the operational CRM change and New Business Request pipeline, ensuring that requests are effectively captured, assessed, documented, tested, prioritised, and progressed through established governance processes.
• You will provide clear visibility of request status, dependencies, decisions, and delivery timelines to support informed decision-making and successful implementation.
• As technology and digital capabilities continue to evolve, you will contribute to broader systems, automation, and digital transformation initiatives, helping to shape innovative solutions that support strategic business priorities and deliver long-term value for customers and colleagues alike.

Qualifications & Experience
Essentials:

• Significant experience with CRM systems including configuration and troubleshooting 
• Experience implementing CRM automation and AI-enabled capabilities
• Experience working with system integrations and monitoring integration performance across multiple business systems.
• Strong understanding of customer service and sales workflows
• Experience identifying opportunities for automation, including email automation and workflow optimisation.
• Experience in creating CRM documentation
• Ability to analyse data and system behaviour
• Experience working with cross-functional teams
• Understanding of data governance and compliance
• Experience supporting system testing and rollouts
• Strong communication and stakeholder management skills 
• Language Requirements: The British Council systems and global processes operate in English.
• Written and verbal proficiency in English is required. 

Desirable: 

• Experience with Salesforce administration or certification (e.g., Salesforce Admin)
• Experience with Salesforce Agentforce and/or AI agents
• Experience working in global or multi-market customer service environments.

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Role Description/Purpose

• We are seeking a Channel Experience Lead to shape and enhance the customer journey across a range of interaction channels, including web, chat, email, and voice.
• This is an exciting opportunity to play a key role in ensuring that customers experience seamless, intuitive, and consistent interactions, regardless of their location or the channel they choose to use.
• As Channel Experience Lead, you will be responsible for designing, optimising, and maintaining high-quality customer interaction channels across Customer Sales and Service. You will focus on creating customer-centred experiences that are easy to navigate, efficient, and aligned with evolving customer needs. By combining customer insight, data analysis, and usability principles, you will identify opportunities to improve satisfaction, reduce customer effort, and support the organisation's digital transformation objectives.
• Working closely with Digital, Operations, Knowledge Management, Product, and Marketing teams, you will evaluate and enhance end-to-end customer journeys across both digital and assisted-service environments. You will analyse customer interactions, identify friction points, map customer journeys, and implement improvements that simplify access to information, products, and support services.
• The successful candidate will play a critical role in ensuring channel performance, service design standards, and customer experience remain consistent across multiple markets and platforms.
• You will collaborate with internal stakeholders and external partners to assess how content, systems, routing processes, and service design influence customer outcomes, using these insights to drive continuous improvement initiatives.
• This role is ideal for a customer-focused professional who is passionate about delivering exceptional experiences and leveraging data to inform decision-making.
• You will act as a champion for customer experience best practices, helping to shape channel strategy, encourage innovation, and ensure customers can engage with the organisation quickly, effectively, and effortlessly.
• As the organisation continues to expand its digital self-service capabilities while optimising assisted-service operations, you will play a pivotal role in delivering a connected, high-quality experience across every customer touchpoint, contributing to improved operational efficiency, stronger customer relationships, and long-term business success.

Role Accountabilities 

• We are looking for an experienced and customer-focused Channel Experience Lead to drive the design, optimisation, and governance of customer interaction channels across Customer Sales and Service. This role is responsible for ensuring that customer experiences delivered through web, chat, email, and voice channels are intuitive, effective, accessible, and consistent, supporting both customer satisfaction and operational excellence.
• As Channel Experience Lead, you will be responsible for evaluating and enhancing end-to-end customer journeys across digital and assisted-service environments.
• You will identify friction points, analyse customer interactions, and develop solutions that improve usability, reduce customer effort, and create seamless experiences across all touchpoints.
• By leveraging customer feedback, behavioural insights, and performance data, you will drive continuous improvements that support the organisation's customer experience strategy.
• Working closely with Digital and Product teams, you will contribute to the delivery of new features, enhancements, and platform deployments, ensuring channel capabilities align with customer and business needs. You will also collaborate with Knowledge Management and Operations teams to ensure content, workflows, service standards, and customer journeys remain consistent and effective across markets and service channels.
• The role will involve maintaining channel design standards, templates, and best-practice frameworks to ensure a high-quality and cohesive customer experience.
• You will support the readiness of channels for new services, updates, and incident response activities, helping to ensure that customer-facing platforms remain reliable and effective.
• A key aspect of the position is identifying opportunities to increase automation and self-service capabilities, enabling customers to resolve queries more efficiently while reducing unnecessary contact volumes. You will monitor and report on channel performance, customer experience metrics, satisfaction scores, and key performance indicators, using insights to inform decision-making and prioritise improvement initiatives.
• This is an exciting opportunity for a proactive professional who is passionate about customer experience, service design, and digital transformation. You will play a pivotal role in shaping how customers interact with the organisation, ensuring every channel delivers a consistent, high-quality, and customer-centric experience.

Qualifications & Experience
Essentials:

• Experience improving digital or assisted-service customer channels (web, chat, email, voice) 
• Understanding of customer journey design, usability, and service experience principles 
• Experience collaborating with cross-functional teams on channel or product improvements 
• Ability to interpret analytics, feedback, and performance data to inform decisions 
• Language Requirements: The British Council systems and global processes operate in English.
• Written and verbal proficiency in English is required. 

Desirable: 

• Experience with UX research, usability testing, or interaction design 
• Exposure to CRM, telephony, chat platforms, or knowledge management tools 

Important Information:

• Contract type: Indefinite Contract
• Working Model: Hybrid. British Council supports working in new ways such as hybrid working, subject to full approval by line management and conditional upon our ability to provide the appropriate level of service.  This may not be appropriate for all roles but can be explored at interview.
• Proof of Identity requirements & right to work in the country: Applicants must have the legal right to work in the stated locations. Visa sponsorship and relocation assistance are not provided.