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Pay Band: 4/H
Country/Location: IndiaDepartment: ExamsContract Type: Fixed Term ContractLocation:British Council Office, Noida (100% work from office)Shift Schedule: Rotational shifts (including weekends and public holidays as per business requirements)Role PurposeTo deliver high quality, fair and independent IELTS Exams investigations and appeals outcomes that meet the needs of internal stakeholders, awarding bodies and test takers.Main Accountabilities
Processing of allotted cases and sharing recommendation.
Mailing for required material to relevant centresRaising Feedback to centres whenever necessary.Identify and escalate priority issues.Route/Transfer issues to appropriate resource/channel if necessaryFollow up on enquiries where necessary.Complete logs, update necessary data sheets.Ensure weekly/Monthly targets are met with high quality standards.Deliver timely, professional and objective appeals and investigation outcomes, arising from the moderate/significate risk contextsSupport Appeals and Investigations team in identifying process efficiencies and improvementsApply professionalism and expertise to the Appeals and Investigations unitContribute to verifications process as neededRecording/logging and escalating investigations according to corporate and board requirementsContributes to the appeals process related to EOR outcomes to centre administration decisionsApplies detailed understanding of methods, systems and procedures within the field of appeals and investigations to provide practical advice and appropriate services to internal customersUses detailed understanding of specialised processes and systems within the area of appeals and investigation to prepare reports and other materials using standard and non-standard formats and softwareWorking from the office.Relationship & stakeholder managementDevelops good working relationships with appropriate colleagues throughout the British Council and in the relevant functional disciplines (Business Assurance, Delivery) to facilitate the effective provision of high quality and customer-focused services and advice.Internal customer focusResponds knowledgeably and professionally to enquiries within appeals and investigations area, to ensure internal customers receive high quality, prompt and timely service and/or advice. Refers on to others only complex enquiries, or those outside own area of expertise.Uses a range of enquiry, research and analytical approaches to ensure they have an accurate understanding of the internal customer’s business needs and concerns before providing appropriate services, advice or problem-solving support.Please note employees are expected to be available & flexible for cross-skilling into other lines of business as per business requirements. Which may require upskilling & working in the required areas as per standards/scheduleAbout You (essential Requirements For The Role)
The British Council systems and global processes operate in English. Excellent written and verbal proficiency in English is must (Minimum B2 level)
Educated to degree level or equivalent work experienceExperience of working in Exams IELTS process (any stream).Excellent communication skills.Analytical with excellent attention to detail.Proficient in MS office applicationsAbility to inspire and support peopleAbility to plan well and prioritize work.Good decision-makingProactive approach with focus on problem analysis & resolutionMinimum of 1 year of experience is required in backend operations or managing investigations, or working in an IELTS-related role.Applicant should be six-sigma white belt trained.Work from the office.Experience in investigations/appeals/ any IELTS Process.Understanding of a wide range of distribution, partnership and British Council Exams products, and their delivery and security needs.Experience of contributing to a geographically dispersed team (e.g. across a region or large country)Ability to meet main accountabilities detailed above, good relationship and stakeholder management skills.Excellent attention to detail and ability to work to tight deadlinesDesirablesPost Graduate degreeDemonstrable experience of working as part of a dispersed team to deliver a serviceDemonstrable experience of reacting positively to changeLocally RecruitedApplications are welcomed from candidates currently in this location with a natural right to work.Applications are also welcomed from candidates currently based in other British Council country offices. 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.A connected and trusted UK in a more connected and trusted world.Equality, Diversity and Inclusion Statement
We are committed to equality, diversity and inclusion and welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work. The British Council is a Disability Confident Employer. The Disability Confident scheme helps challenge attitudes, increase understanding of disability and ensure staff are drawn from the widest possible pool of talent. We guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.
Safeguarding Statement
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 in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.
If you experience any difficulties with submitting your application, please email askhr@britishcouncil.org
