Operations & Customer Service Executive

Date: 9 Apr 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 \xe2\x80\x93 Operations & Customer Service


Purpose of job:


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 opportunities/challenges for this role


Accountabilities, responsibilities and main duties:


Customer Services:

• 
  To be the first point of contact for IELTS online Exams-customer related enquiries and transactions (Including guiding potential candidates on registration process, Features of IELTS online exam, processing of Refunds/transfers and/or cancellations).
  

• 
  Provide customers with information and take the query towards effective resolution.
  

• 
  Create (Account and Case/Opportunity) on salesforce and update necessary data sheets.
  

• 
  Maintain the agreed British Council quality standards on each customer interaction.
  

• 
  Handle and Manage Candidate/Customer complaints by providing appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
  

Operations:

• 
  Manage 3 key steps of customer journey (Pre-test /Test day management and Posttest related activities) as defined in process maps.
  

• 
  Ensuring various timely reports related to the customer journey are maintained and reconciled on regular basis.
  

• 
  Ensuring all exams are conducted effectively by managing various operational processes like (Examiner planning/ Test day support/ candidate reconciliation on test day/ declaring results on time etc.).

Information Security and other mandatory compliances:

• 
  Read, understand and comply with the information security policies.
  

• 
  Raise incident / blow whistle when observe any noncompliance to information security or IELTS compliance related policies.
  

• 
  Ensure compliances to Organisational policies like code of conduct, IT policy etc.
  

Qualifications - Graduate


Role specific knowledge and experience


Minimum/Essential:

• 
  Intermediate experience in Customer Services or Operations.
• 
  Meet English language proficiency at a minimum level of IELTS band 7 or equivalent internationally recognised qualification (BCMS/Vendor will arrange for language proficiency and certification test)- communication skills will also be judged in the voice and accent assessment round.
• 
  Typing Speed minimum 35 WPM.
• 
  Basic MS Excel knowledge of using formulas (vlookup, hlookup, conditional formatting and pivot table)- Excel workbook to be shared separately.
  

Desirable:

• 
  Experience in voice process.
• 
  Demonstrable experience of working as part of a dispersed team to deliver a service
• 
  Demonstrable experience of reacting positively to change
• 
  Typing Speed minimum 40-50 WPM
  

Role Specific

• 
  Able to simultaneously manage tasks for multiple processes
• 
  Ability to adapt quickly to different IT systems
• 
  Be proficient with Microsoft office, especially excel and outlook
• 
  Have good interpersonal and communication skills
• 
  Be Versatile. A big part of the IELTS function is the willingness to help one another even though it may fall outside of the job description
• 
  Motivated, self-starter who must be eager to learn and develop as the role expands
  

Further Information
Pay Band \xe2\x80\x93 4
Contract Type \xe2\x80\x93 FTC (till 31 Mar 25)
Department/Country- GSS English & Exams (IELTS Online)/ India \xe2\x80\x93 Noida
Closing Date (Time) \xe2\x80\x93 24 April 24 (IST -23:59)


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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.