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 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 2021-22 we reached 650 million people.

Job Title: IELTS Investigation Officer

Purpose of job:

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 opportunities/challenges for this role

Accountabilities, responsibilities and main duties:

Processing of allotted cases and recommend to Cambridge.

Mailing centres and IDP for required material

Raising Feedbacks 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 Investigations team in identifying process efficiencies and improvements

Apply professionalism and expertise to the Appeals and Investigations unit within the wider Business Assurance function.

Recording/logging and escalating investigations according to corporate and board requirements

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 investigation to prepare reports and other materials using standard and non-standard formats and software.

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 customer-focused 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 customer\'s business needs and concerns before providing appropriate services, advice or problem-solving support.

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.

Key Relationships:

Internal

• Investigations team
• Head Business Assurance, Security and Risk, Regional Business Assurance Leads, and Assistants
• Regional/cluster/country Exams management teams
• Exams Business Improvement teams
• British Council Audit and Counter Fraud teams
• Exams Distribution Account Managers

External

Awarding body representatives

Qualifications

Role specific knowledge and experience

Minimum/essential

• 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 decision-making
• Proactive approach with focus on problem analysis & resolution

Further Information

Pay Band - 4

Contract Type - FTC

Department/Country- GSS English & Exams (IELTS Operations) / India - Noida

Closing Date (Time) - 28 Aug 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\'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.

British Council