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. 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: We are looking for a dynamic and customer-oriented professional to join our team as an Operations and Customer Service Executive. This role is central to delivering a smooth and effective experience for candidates taking the IELTS Online exam. You will act as the first point of contact for candidate enquiries and transactions, providing guidance on the registration process, explaining key features of the IELTS Online exam, and handling refund, transfer, and cancellation requests. You will manage customer queries with efficiency and professionalism, ensuring resolution while upholding British Council's high quality standards. You will also be responsible for addressing customer complaints, delivering timely and appropriate solutions, and following up to confirm successful resolution. In the operations domain, you will manage the full customer journey across pre-test, test day, and post-test phases. Your tasks will include coordinating examiner schedules, supporting test day activities, reconciling candidate attendance, and ensuring results are processed on time. You will maintain accurate reports and ensure data is regularly updated on platforms such as Salesforce and internal systems. Strong attention to detail and timely reporting are crucial for success in this role. You should be able to handle multiple tasks across various processes at once, adapt quickly to different IT systems, and demonstrate strong proficiency in Microsoft Office-especially Excel and Outlook. Excellent interpersonal and communication skills are key, as is a collaborative mindset. This role demands versatility and a willingness to support teammates, even when tasks fall outside your immediate responsibilities. We value individuals who are motivated, self-driven, eager to learn, and ready to grow as the role evolves. Operations and customer service functions run in multiple shifts within a 24x7 environment. Weekly offs will be two days in a calendar week but may not always fall on weekends. You will report to a Team Leader and be part of a larger team of approximately 80 to 100 colleagues. The role is based in a secured environment, meaning personal belongings, mobile phones, and other electronic devices are not permitted on the productive floor. Placement in this role is contingent on successful completion of a certification process and background checks. If you are adaptable, committed to quality, and enthusiastic about delivering outstanding service and operational excellence in a high-paced environment, we invite you to apply for this opportunity. Qualification & Experience: Minimum 1 years of work experience in Customer Services or Operations. Microsoft Excel Certification Graduation or equivalent (Minimum 50%) Meet English language proficiency at a minimum level of IELTS band 7 or equivalent internationally recognised qualification. Typing Speed minimum 35 WPM. Basic MS Excel knowledge of using formulas (vlookup, hlookup, conditional formatting and pivot table) Important Information: 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: 27th July 2025 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 on-going visa support is not provided by the British Council for this role. Relocation support is also not provided. Work Schedule: This is a 24/7 on-site role with rotating shifts, including night shifts. 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 askhr@britishcouncil.org 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.