Executive Operations

Date: 2 Feb 2024 Location: Noida, South Asia, IN Company: British Council

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 high-quality 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 2021\xe2\x80\x9322 we reached 650 million people.
Job Title : Executive Operations \xe2\x80\x93 IELTS Operations (English & Exams)


Purpose of job:
To deliver a positive experience for all potential and existing British Council customers with an aim to maximise our business. The aim is to verify all ID documents uploaded by an IELTS candidate in his/her registration.


Role context
The British Council SSC is establishing a backend operation to serve IELTS registrations first level enquires of British Council France customers. The role of a customer services executive will be crucial to manage the first level enquiries, identify and promptly & efficiently forward the level 2 enquiries to colleagues in the British Council.
Main opportunities/challenges for this role

• Ensuring service levels are met, access and quality standards are upheld, by meeting agreed targets and timescales
• Accurately complete all logs on CRM/other tools and update necessary data sheets and coding all customer interactions in line with business requirements
• Working closely with colleagues and team members to share information, make new suggestions, and provide feedback surrounding customers\xe2\x80\x99 needs, concerns and issues to the Customer Service Management team.

ID Checks

• Research on required information using available resources/applications (Website, Shared drive, Knowledge Management Tool etc.)
• Ensuring that all documents uploaded on ORS 2 are in alignment to the candidate\xe2\x80\x99s profile.
• Follow up on customer enquiries where necessary via outbound call or email
• Maintain the minimum agreed British Council quality standards on each customer interaction

Information Security

• Ensure that their workforce are aware of the information security policies and comply with them
• Ensures that the team complies to ISO 27001 and IGA related requirements
• Send account opening requests effectively
• Disable accounts immediately for leavers and Absconders /on long leaves
• Document and monitor / review access levels of his/her team
• Provide security awareness and education to team
• Manage Records to ensure compliance to Freedom of information act
• Ensure incidents of their respective functions are closed within SLAs

Please note employees are expected to be available & flexible for cross-skilling into other lines of business as per business requirements. Which may require upskilling & working in the required areas as per standards/schedule.


Qualifications
Any graduation degree
Role specific knowledge and experience

• 6 month-3 years\xe2\x80\x99 experience in a call centre environment
• At least 6 months - 1 year of experience in a Voice bases/Blended process which includes Inbound / Outbound / Email / Chat/ Backend processing.

Further Information
Pay Band \xe2\x80\x93 4
Contract Type \xe2\x80\x93 FTC (Till 31 December 24)
Department/Country- GSS English & Exams (IELTS Operations)
Closing Date (Time) \xe2\x80\x93 20 Feb 23 (IST -23:59)


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\xe2\x80\x99s Safeguarding policies for Adults and Children.


If you have any problems with your application please email askhr@britishcouncil.org


Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our \xe2\x80\x98ASK HR\xe2\x80\x99 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.