Operations & Customer Service Executive

仕事内容

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language.

We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK.

These connections lead to an understanding of each other’s strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

Job Title: Assistant Manager - Operations

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

• Operations and Customer Services will operate in 3 shifts and in 24*7 operations, with any 2 week offs in a calendar week (doesn’t necessarily mean a Saturday or Sunday).
• The role is required to work in team and reporting to a Team Leader.
• The overall process size will range between 80- 100 resources.
• The individual is required to operate in a secured environment i.e. access to personal belongings and mobile phones or any other electronic devices is not allowed on productive floor.
• The placement for this role is based on a comprehensive certification process and clearance of Background checks.
• The role will demand cross working between various customer services and operational processes for effective delivery.
  

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 Post-test 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

• 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.
  

Minimum / Essential

Skills and Knowledge

• 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
• 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.
  

Experience

• Relevant 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.
  

Qualifications

Graduate in any discipline

Further Information

Pay Band– 4

Contract Type– FTC till 31 March 23

Location –Noida- India

Department/Country-IS /BCMS India

Requirements -Must have current right to work in India

Closing Date – Friday 17 September (23:59 IST)

A connected and trusted UK in a more connected and trusted world.

Equality Statement

The British Council is committed to a policy of equality and to valuing diversity and is keen to reflect the diversity of the societies in which we work at every level within the organisation. We welcome applications from all sections of the community. We aim to abide by and promote equality legislation by following both the letter and the spirit of it to avoid unjustified discrimination, recognising discrimination as a barrier to equality of opportunity, inclusion and human rights. All staff worldwide are required to ensure their behaviour is consistent with our policies.

The British Council has Disability Confident Employer Status. We offer a guaranteed interview scheme for disabled applicants who meet the essential criteria for the role. Applicants are encouraged to highlight any specific requirements or adjustments needed to enable participation in the recruitment process.

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.