Customer Services Representative

British Council group; Madrid; Presencial; EUR 24.000; Jornada completa

Descripción de la vacante

The British Council group is seeking an experienced Customer Services Representative for their School in Madrid. This key role involves enhancing customer experiences for students and families, with opportunities for operational administration and support for events and projects, requiring proficiency in Spanish and English.

Servicios

School fee remission for staff's children

Voluntary private health insurance

Formación

• 3+ years of experience in customer service/administrative role.
• Experience with confidential records and event support.
• Proficient in Spanish (C2) and English (C1), ability to communicate in Chinese (C1).

Responsabilidades

• Manage queries and provide information to students and parents.
• Support for internal and external events.
• Generate management reports and maintain filing records.

Conocimientos

Communication

Customer Service

Data Management

Educación

C2 in Spanish

C1 in English

Herramientas

Customer database

ISAMS

Descripción del empleo

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.

Role Description / Purpose

We are looking for an experienced and proactive Customer Services Representative (CSR) to join our team in the British Council School of Madrid, a key role in stakeholder communication and working to optimise the School customer experience for students and their families, supporting them in all aspects of school life. Communication may be face-to-face, by phone or digital channels and the CSR will ensure that, at all times, students and parents perceive their contact with school in a positive and professional manner. Responsibilities also include internal stakeholder support and operational administration, support for procurement, events and other projects, data management and reporting.

The successful applicant will have the ability to handle several tasks simultaneously, liaising as appropriate with different stakeholders that may include students, parents, teachers, external agencies, management and the wider British Council organisation.

Role Accountabilities

Areas of responsibility and associated duties may include, but are not limited to :

Operational administration

• Use and optimisation of standardised administrative systems, processes and working practices to support operational activities
• Student administration (e.g. updating student records, daily arrangements)
• Procurement
• Administration for purchasing equipment or services

Events

• Support for internal and external events (e.g. parents´ evenings, educational fairs, prize- givings, performances)

Small / medium projects

• Support for new or recurrent initiatives (e.g. administrative / process change projects)

Stakeholder communications

• Manage queries and provide information and advice about the school and school activities to parents, students, visitors and staff
• Communication of school events and activities to parents and other stakeholders
• Meeting administration
• Creation of presentations and other resources
• Translation English / Spanish to facilitate external / internal written or oral communications

Data management and reporting

• Generate management reports
• Prepare statistics and handle data
• Maintain clear and effective paper filing records and digital systems and update according to approved retention schedules
• Perform as a collaborative member of the School Customer Services Team

General

• To take part in any other duties contemplated in the National Private Schools Collective Agreement as assigned by the line manager.

Qualifications & Experience

• Proficient in Spanish (spoken and written level C2 in CEFR or equivalent) and English independent user (spoken and written level C1 in CEFR or equivalent)
• Proven recent experience (3 years minimum) of dealing with the public in a customer service / administrative role
• Experience of using a customer database
• Experience of working with confidential records
• Experience of supporting events
• Spoken and written level C2 in CEFR or equivalent in both English and Spanish
• Ability to communicate in Chinese (spoken and written level C1 in CEFR or equivalent)
• Extensive knowledge and experience of School administrative processes relating to students, staff and students
• Experience with School database (Alexia, ISAMS)
• Experience with school student records
• Experience of creating communications resources

Salary : starting annual gross pay €23,168 (Based on qualification and experience).

Proof of Identity & Right to Work : Candidates are expected to have researched whether they have the right to live and work in Spain. The British Council School of Madrid will not support successful applicants in obtaining a work visa.

Contract type : Indefinite.

Contracted hours : 37.5 hours per week.

Benefits : School fee remission for children of staff members, voluntary private health insurance scheme at company reduced rates.

Closing date and time for Applications – Sunday 29th June 2025 (23 : 59 Spain Time)

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

J-18808-Ljbffr