IELTS Investigation Officer
IELTS Investigation Officer
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Job Description
We support peace and prosperity by building connections understanding and trust between people in the UK and countries worldwide.
We work directly with individuals to help them gain the skills confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas to learn English to get a highquality education and to gain internationally recognised qualifications.
Working with people in over 200 countries and territories we are on the ground in more than 100 countries. In 202122 we reached 650 million people.
Pay Band: 4/H
Country/Location: India
Department: Exams
Contract Type: Fixed Term Contract ending March 31 2026
Closing Date: Wednesday 30 April 2025 23:59 (GMT 8
Role Purpose
To deliver high quality fair and independent IELTS Exams investigations and appeals outcomes that meet the needs of internal stakeholders awarding bodies and test takers.
Main Accountabilities:
- Processing of allotted cases and sharing recommendation.
- Mailing for required material to relevant centres
- Raising Feedback to centres whenever necessary.
- Identify and escalate priority issues.
- Route/Transfer issues to appropriate resource/channel if necessary
- Follow up on enquiries where necessary.
- Complete logs update necessary data sheets.
- Ensure weekly/Monthly targets are met with high quality standards.
- Deliver timely professional and objective appeals and investigation outcomes arising from the moderate/significate risk contexts
- Support Appeals and Investigations team in identifying process efficiencies and improvements
- Apply professionalism and expertise to the Appeals and Investigations unit
- Contribute to verifications process as needed
- Recording/logging and escalating investigations according to corporate and board requirements
- Contributes to the appeals process related to EOR outcomes to centre administration decisions
- Applies detailed understanding of methods systems and procedures within the field of appeals and investigations to provide practical advice and appropriate services to internal customers
- Uses detailed understanding of specialised processes and systems within the area of appeals and investigation to prepare reports and other materials using standard and nonstandard formats and software
- Working from the office.
Relationship & stakeholder management
- Develops good working relationships with appropriate colleagues throughout the British Council and in the relevant functional disciplines (Business Assurance Delivery) to facilitate the effective provision of high quality and customerfocused services and advice.
Internal customer focus
- Responds knowledgeably and professionally to enquiries within appeals and investigations area to ensure internal customers receive high quality prompt and timely service and/or advice. Refers on to others only complex enquiries or those outside own area of expertise.
- Uses a range of enquiry research and analytical approaches to ensure they have an accurate understanding of the internal customers business needs and concerns before providing appropriate services advice or problemsolving support.
Please note employees are expected to be available & flexible for crossskilling into other lines of business as per business requirements. Which may require upskilling & working in the required areas as per standards/schedule
About You (essential requirements for the role):
- The British Council systems and global processes operate in English. Excellent written and verbal proficiency in English is must (Minimum B2 level)
- Educated to degree level or equivalent work experience
- Experience of working in Exams IELTS process (any stream).
- Excellent communication skills.
- Analytical with excellent attention to detail.
- Proficient in MS office applications
- Ability to inspire and support people
- Ability to plan well and prioritize work.
- Good decisionmaking
- Proactive approach with focus on problem analysis & resolution
- Minimum of 1 year of experience is required in backend operations or managing investigations or working in an IELTSrelated role.
- Applicant should be sixsigma white belt trained.
- Work from the office.
- Experience in investigations/appeals/ any IELTS Process.
- Understanding of a wide range of distribution partnership and British Council Exams products and their delivery and security needs.
- Experience of contributing to a geographically dispersed team (e.g. across a region or large country)
- Ability to meet main accountabilities detailed above good relationship and stakeholder management skills.
- Excellent attention to detail and ability to work to tight deadlines
Desirables
- Post Graduate degree
- Demonstrable experience of working as part of a dispersed team to deliver a service
- Demonstrable experience of reacting positively to change
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 ongoing 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(EDI) Statement
The British Council is committed to policies and practices of equality diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from underrepresented groups in particular but not exclusively on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.
The British Council iscommitted 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; these will include qualification checks reference checks identity & criminal record checks in line with legal requirements and with the British Councils Safeguarding policies for Adults and Children.
If you have any problems with your application please email
Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ASK HR email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.
Required Experience:
Unclear Seniority
Employment Type
Full Time
