Job Description

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language.

We work in two ways - directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK.

These connections lead to an understanding of each other's strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

Job Title: Executive HR Helpdesk HRSS

Purpose of job:

To provide the first line of support to British Council employees, delivering quality customer service, issue triage and effective ticket management to ensure that enquiries regarding SAP SuccessFactors processes and data are answered/ addressed timely.

As the front line of HR Services, this role is key in ensuring that British Council employees know where and how to manage processes and that complex issues are assigned to the correct user group.

Experience areas:

• This role will provide critical support to a newly implemented system.
• It will provide critical support, both to system users (employees and managers) and to support teams (Local HR and HR Systems teams)
• As a new service function, it will test and improve HR Service Centre processes and will be accountable for excellent customer service

Knowledge of:

Essential

• 1 year experience in HR department/ HR BPO after successful completion of MBA (HR).
• Intermediate English Communication Skills. (IELTS Band 6.5 and above equivalent)
• Good Computer (MS office, typing and keyboard handling skills)

Desirable

• Understanding of Success factors/ C4C tool.
• Knowledge of customer service principles and practices

Accountabilities, responsibilities and main duties:

(including people management and finance)

Accountabilities:

• Provide 1st level support to the British Council staff via email, voice, Success factor tool & a mobile application.
• Resolve or assign HR administration issues raised by the British Council internal staff.
• Support in creating/ amending various contracts such as Joining, Internal Job Postings, international mobility.
• Support in creating/ amending positions on the portal.
• Support in generating country level reports on various HR metrices.
• Proactively identify and escalate priority issues to the contacts as per the escalation matrix.
• Follow up with the concerned department/ customers across the globe (110+ countries) to ensure the customer query has been resolved via email or phone within the agreed service levels.
• Call back customers to update them about the status of their queries.
• Update required tools (CRM, excel sheets etc.) to record every customer interaction promptly.
• Develop and maintain positive relations with the British Council staff and HR teams.
• Support the team in delivering pre recruitment arrangements (includes sorting and shortlisting of applications) to the regional teams/ countries.
• Learn and support Pre Appointment screening of staff globally.

Other Key skills:

• Attention to detail to ensure right resolution of the query.
• Problem solving skills associated with an HR Administrative environment.
• Good Strong written and verbal communication skills
• Basic MS Excel and MS Word skillsMust be a highly motivated self-starter comfortable working in a fast paced environment
• Eager to learn and develop troubleshooting and customer service skills
• Must have good time and task management skills

Qualifications:

Required:

• Graduate

Further Information

Pay Band - 4

Contract Type - FTC till 31st March 2023

Department/Country-GM/India - Noida

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 under-represented 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 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; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council's 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.