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.

Libraries Coordinator, India

Role Purpose:

To deliver the day-to-day operations of the British Council libraries across both physical and digital platforms in accordance with the standards required by the British Council. To deliver excellent customer services to library customers and support the growth of the library membership, including income targets. To deliver events and activities aligned to the British Council\'s Cultural Engagement and business objectives.

Main accountabilities but not limited to the following:

Service and product delivery Support

• Delivers a range of customer-focused library services within agreed corporate procedures, to a high standard
• Maintenance of accurate records across a range of relevant systems (e.g. Library Management System)
• Logistical coordination and delivery of internal and external activities/ events both physical and virtual, ensuring they run smoothly and efficiently.
• Digital skills will be necessary for this role and these include technical skills like ability to use systems and applications, but also soft skills like social media usage and presentation skills to deliver webinars or events on online platforms with confidence.
• Influencing skills to persuade, negotiate and increase sales of the library membership offer.

Customer Support

• Receives and responds to enquiries from/ to customers pertaining to library materials and services, with potential areas of expertise assigned to them. Able to identify when to refer more complex issues onwards
• Recognises and understands the impact of incidents arising (complaints, resourcing problems, logistical or technical difficulties) and proactively alerts team leader to any issues of concern that are likely to impact service delivery/ customer experience/ task delivery

Risk & compliance

• Follows agreed corporate risk management processes and procedures when delivering services (e.g. child protection, security policies, financial protocols, anti-fraud measures) to protect the interests of the BC and its customers at all times.
• Ensures that library machines, and computers are running properly
• Familiar with common operating systems and networks, has problem solving and analytical skills to ensure efficiency.

Relationship & stakeholder management

• Proactively liaises with others (inside and outside the British Council) to ensure effective coordination and delivery of events, services and activities.
• Builds a wider understanding of the British Council and its operations and services across units and regions to enable effective resolution of issues, and better delivery of services.
• Initiates and manages partnerships with government and private stakeholders for the sales and promotion of the various products offered by British Council library.
• Participate in outreach events to promote literature, memberships and lifelong learning.

Finance and Resource Management

• Monitors and takes responsibility for small scale resources, cash and stock, following established procedures and ensures that equipment and materials are available and ready to use when needed
• Coordinates and initiates routine purchasing requests to obtain materials, equipment and services required by the libraries. Basic SAP experience will be an advantage.
• Drafts and reviews partner contracts, MoUs, and progress reports regularly.
• Coordinates with Finance and Procurement teams to oversee daily, weekly and monthly financial transactions, manage record keeping and bank related queries for POS, transaction reversal and manages all other related processes and office administration with at least basic MS Excel skills.
• Prepares weekly and monthly reports.
• Monitors team compliance in Procurement and Finance procedures to agreed standards of activity implementation and process quality.

Managing Self and others

• Plans and prioritises own work activities, responding to changing requirements to ensure effective delivery of responsibilities over a daily/ weekly time horizon
• Tasks and coordinates with others (e.g. internal colleagues or external contractors/ suppliers) to complete time limited, straightforward activities within established procedures, in order to ensure efficient delivery of events and services. Monitors task completion to agreed quality and time standards

Role specific knowledge and experience:

Minimum/essential

• 1 year or more relevant work experience preferably in a customer service environment with experience in managing customer relationships.

Desirable

• Knowledge of Library Management Systems (KOHA) or equivalent
• Experience delivering events
• Experience working with young people and / or diverse audiences, including children
• Knowledge of mainstream literature and/ or educational and cultural resources around English language and the Arts

Role specific skills:

• Customer service skills
• Communication skills
• IT and IT systems literacy
• Basic record management and financial management.

Further Information:

Vacancy - 1

Pay Band - 4/H
Contract Type - Indefinite Local Contract
Location - Delhi, India.
Requirements - Candidates must have the pre-existing right to live and work in India.

Closing Date - Monday, 5 February 2024.

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