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Pay Band: 4/H
Location: Beijing, China
Contract Type: Indefinite
Closing Date: Wednesday, 05 August 2026- 23:59 China Time (GMT +8)
Role purpose
This is a customer service lead role accountable for delivering the IELTS WeChat community operations executions. The job holder is expected to manage a 3rd-party customer service team to provide counselling services, deliver engagement activities, produce content, and carry out outbound conversion actions. Through these efforts, the team delivers on its commitment to strengthening BCIELTS brand loyalty and improving the conversion rate.
Role context
This post offers an excellent opportunity to gain work experience in an international working environment with the British Council, developing skills in delivering training, resources planning and deployment, people and process management, quality assurance, relationship building for influence and customer services, etc.
Main accountabilities
1) Take responsibility for the day-to-day operations of the WeChat community.
- Deliver engagement activities and assign tasks to individual agents to ensure timely delivery of the operation schedule.
- Oversee WeChat group discussions via agents; address and resolve negative comments when necessary to foster a positive and healthy community atmosphere.
2) Drive the implementation of the IELTS conversion strategy.
- Proactively collect and report customer needs and pain points to inform and refine the IELTS conversion strategy.
- Establish effective mechanisms to identify target customers and support agents in executing conversion-related actions.
3) Organise customer service-related content deployment.
- Manage content / label deployment with user operation team for daily engagement activities to improve customer retention.
- Set up engagement initiatives in community management system, organize resources, and drive results.
- Collaborate with internal teams to develop themed content that supports customer decision-making.
4) Third party operation team performance management.
- Deliver training and live support to enable 3rd party service team to effectively engage with customers.
- Enhance overall 3rd party service team performance by tracking clear standards and SOPs, maintaining a knowledge base, and facilitating daily bases guidance.
5) Other duties:
- Ensure all duties are delivered in line with the British Council’s policy on Safeguarding and Equal Opportunity and Diversity, and to ensure that these are taken into account when planning and delivering activity
- Manage information created and received in compliance with the British Council’s information management standards, policies, the UK data protection principles and local legislation (PIPL).
Role specific knowledge and experience
Minimum/essential
- Customer service experience
- Knowledge of IELTS and British Council
Desirable
- Working experience related to WeChat community operations.
Language Requirements
IELTS Level 6.5 or equivalent
Education
Bachelor degree or equivalent
Further Information
Right to Work: Locally recruited
Applications are welcomed from candidates currently in this location with a natural right to work.
Applications are also welcomed from candidates currently based in other British Council country offices. 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.
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]
