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.
Pay Band: 5 / Grade HLocation: Noida, India
Department : GSS English & Exams
Contract Type: Fixed Term Contract, 1 year
Closing Date: Sunday, 27th July 2025 - 23:59 Malaysia Time (GMT +8)
Role Purpose
To support and guide team members on the floor to ensure a great customer experience. This role also involves managing daily operations and assisting the leadership team in delivering efficient and high-quality services.Role Accountabilities
The role is responsible for overseeing end-to-end service delivery, including managing complex transactions, handling escalations, ensuring adherence to operational processes, and maintaining service quality. It involves supporting team members through regular updates, coaching, and mentoring, while ensuring compliance with information security and organizational policies. The position also includes governance and reporting responsibilities, generating regular operational insights for decision-making. Additionally, the role manages stakeholder expectations, monitors team performance, ensures resource planning, and fosters continuous improvement through leadership, proactive problem-solving, and process optimization.Role Specific Knowledge And Experience
The ideal candidate will have 3–5 years of experience in front or back-office operations, including 1–2 years of team management (10–15 members), with strong English proficiency (IELTS 7 or equivalent) and intermediate Excel skills. They should have experience in training delivery, floor supervision, and demonstrate a proactive approach to problem-solving. A Green Belt or equivalent quality certification is required. Experience in shift management, secure environments, and additional certifications like ISO 9001 or Black Belt are desirable.Further Information
Language: Strong English proficiency is crucial for this role, requiring fluency in both written and spoken communication to effectively navigate British Council systems and international operations.Education: A bachelor's degree in any discipline is required.Locally recruited: Applications are welcomed from candidates currently in this location with a natural right to work. Relocation support is not provided.Overseas Citizen of India (OCI) card holders will need have, or be able to obtain, a valid special work permit issued from Government of India (GOI) to work in the British High Commission (BHC). BHC will not be able to sponsor work visas or obtain/ assist with the special work permit from GOI. Offers of employment made to OCI card holders will be conditional upon candidates obtaining a special work permit.Note: For requisite special permission to take up employment in any foreign Diplomatic Missions in India, OCI Cardholder must visit https://ociservices.gov.inWork Schedule: This is a 24/7 on-site role with rotating shifts, including night shifts. The position offers two days off per week, which may not always fall on weekends. Flexibility and adaptability to a continuous shift-based environment are essential.There is no hybrid work arrangement for this position and it requires working onsite five days a week.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. That’s why we warmly welcome applications from all under-represented communities, alongside candidates from all backgrounds. Your unique perspectives, skills, and experiences matter to us, and are invaluable in shaping our inclusive workplace.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.orgPlease 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.
