Video Call Speaking Associate

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: 3/I
Country/Location: India
Department: Exams
Contract Type: Fixed Term Ends March 31 2026
Closing Date: Sunday 13 April 2025 23:59 (GMT 8

Role Purpose:
Providing support (remotely) to Examiners and Test Centers during live Video Call Speaking testing. They will be ensuring that system and processes are adhered to enable an efficient compliant and highquality marking operation and ensure that Test Takers speaking scores are delivered within the agreed time frame. 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.

Challenges and Accountabilities
Operations management:
Service Delivery
Stakeholder Management
Quality Management
Internal Customer Focus

Service Delivery
Share relevant results with Test Centers.
Act as point of escalation for Test Centre queries relating to Local Examiners.
Send Apportionment timetables to Examiners.
Supporting Examiners during live tests across multiple time zones.
Approving center requests for Examiner support.
Assists managers with implementations of new processes.
Scheduling training events practice sessions and assessments for VCS Examiners
This will include following a troubleshooting guide that will be provided to them to help fix and triage issues.
Carry out super user tasks to help resolve test day issues.
Act as the interface between GIS/China support teams and examiners.
Act as the interface between examiners and Global Examiner hub team.
Delivering efficiency by meeting & exceeding listed KPIs.
Process transactions as per process guidelines.
Other responsibilities as identified during the development of the role.

Stakeholder Management
Develops good working relationships with appropriate colleagues throughout the British Council and in the relevant functional disciplines (VCS Delivery) to facilitate the effective provision of high quality and customerfocused services and advice.

Quality Management
Achieving quality related KPIs of the process.
Ensuring that Process Compliances are followed.
Taking continual improvement initiatives in the process.

Internal Customer Focus
Responds knowledgeably and professionally to enquiries within VCS 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.

Role specific knowledge and experience:
Minimum/essential
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
06 months work experience.

Desirable
Demonstrable experience of working as part of a dispersed team to deliver a service
Demonstrable experience of reacting positively to change

Requirements:
Education: University degree or equivalent
Language:
o English C1 (Aptis IELTS 6.5 or equivalent)

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.