Operations & Customer Service Executive

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.

Job Title: Executive Operations & Customer Service IELTS Online

Pay Band: 4/H

No. of positions:1

Country/Location: India Delhi or Noida Uttar Pradesh

Department: Exams

Contract Type: Fixed term contract (1 year)

Closing Date: Sunday 11th May 2025

Role Purpose:

To deliver optimum customer service and Operational activities for IELTS Online exams using various tools and applications. The job includes interaction with test takers/candidates to address their queries along with managing operational tasks using applications / information to ensure all exams are conducted on time with efficiency and effectiveness.

Main Accountabilities:

Customer Services

• To be the first point of contact for IELTS online Examscustomer related enquiries and transactions (Including guiding potential candidates on registration process Features of IELTS online exam processing of Refunds/transfers and/or cancellations).
• Provide customers with information and take the query towards effective resolution.
• Create (Account and Case/Opportunity) on salesforce and update necessary data sheets.
• Maintain the agreed British Council quality standards on each customer interaction.
• Handle and Manage Candidate/Customer complaints by providing appropriate solutions and alternatives within the time limits and follow up to ensure resolution.

Operations

• Manage 3 key steps of customer journey (Pretest /Test day management and Post test related activities) as defined in process maps.
• Ensuring various timely reports related to the customer journey are maintained and reconciled on regular basis.
• Ensuring all exams are conducted effectively by managing various operational processes like (Examiner planning/ Test day support/ candidate reconciliation on test day/ declaring results on time etc.).

Information Security and other mandatory compliances

• Read understand and comply with the information security policies.
• Raise incident / blow whistle when observe any noncompliance to information security or IELTS compliance related policies.
• Ensure compliances to Organisational policies like code of conduct IT policy etc.

Role specific knowledge and experience:

• Minimum 1 years of work experience in Customer Services or Operations.
• Meet English language proficiency at a minimum level of IELTS band 7 or equivalent internationally recognised qualification (BCMS/Vendor will arrange for language proficiency and certification test) communication skills will also be judged in the voice and accent assessment round.
• Typing Speed minimum 35 WPM.
• Basic MS Excel knowledge of using formulas (vlookup hlookup conditional formatting and pivot table) Excel workbook to be shared separately.

Requirements:

• The British Council systems and global processes operate in English. Written and verbal proficiency in English is required
• Graduation or equivalent (Minimum 50%)
• Distinction in English (in Graduation)
• Microsoft Excel Certification
• IELTS Band Score >7

Additional job requirements:

• Able to simultaneously manage tasks for multiple processes.
• Ability to adapt quickly to different IT systems.
• Be proficient with Microsoft office especially excel and outlook.
• Have good interpersonal and communication skills.
• Be Versatile. A big part of the IELTS function is the willingness to help one another even though it may fall outside of the job description.
• Motivated selfstarter who must be eager to learn and develop as the role expands.
• Operations and Customer Services will operate in multiple shifts and in 24*7 operations with any 2 week offs in a calendar week (doesnt necessarily mean a Saturday or Sunday).
• The role is required to work in team and reporting to a Team Leader.
• The overall process size will range between 80 100 resources.
• The individual is required to operate in a secured environment i.e. access to personal belongings and mobile phones or any other electronic devices is not allowed on productive floor.
• The placement for this role is based on a comprehensive certification process and clearance of Background checks.
• The role will demand cross working between various customer services and operational processes for effective delivery.

Desirable

• 23 years of experience in voice process.
• Demonstrable experience of working as part of a dispersed team to deliver a service
• Demonstrable experience of reacting positively to change
• Typing Speed minimum 4050 WPM

Condition of Employment:

Locally Recruited

Applications are welcomed from candidates in Delhi or Noida Uttar Pradesh with a natural right to work. 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.