Senior Operations Executive

Date: 4 Mar 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 : Senior Operations Executive


Purpose of job:
British Council main office, which it shares with the University of London in Paris, is centrally-located in Invalides and offers a full range of teaching, examinations and programmes activities. British Council teaching centre in Paris was opened in 1998, offering classes to young learners from age 3.


Role context
The British Council conducts English language assessment exams globally whereas the Shared Service Centre team is expected to manage the Customer Services and Operational activities of these exams in a secured environment. The process is expected to operate in 12*5 environment.
Main opportunities/challenges for this role
To contact customers regarding their outstanding debts principally by phone

• To phone clients proceeding through a prioritised list of cases highlighted by the Country teams/ Managers
• To refer to the case notes provided to explain the outstanding debt
• To send correct final invoice to client while on the call or shortly after
• To follow up unanswered calls
• To report phone numbers which are no longer valid to project manager
• To contact relevant members of staff who might be able to provide further information on the case
• To inform the client of the legal position on non-payment in France and the procedures British Council will take concerning non-payment (script provided)

To keep accurate and up to date records

• To keep records of conversations with clients on Excel
• To inform the Finance Team when a client agrees to make a payment and follow up whether this payment occurs
• To provide a weekly update on progress

To work at pace to specific targets

• Participate in online consultations and provide information to the customers regarding our teaching centre products and courses
• There are targets for number of calls made daily and weekly
• There are targets for amounts recovered weekly and monthly

Qualifications

• Graduation or equivalent
• French CEF level C2, English B1

Role specific knowledge and experience

• No minimum years of experience requireded
• Knowledge of back end operations
• Shall be independently handling floor Ability to plan well and prioritize work
• It will involve working unsocial hours (evenings and Saturdays) and during the school holidays. YLA will receive a specific schedule per centre.

Further Information
Pay Band \xe2\x80\x93 5
Contract Type \xe2\x80\x93 FTC (Till 31 March 25)
Department/Country-
GSS English & Exams (English Operations)
Closing Date (Time) \xe2\x80\x93 19 March 24 (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.