Role Purpose
To 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 centres Raising Feedback to centres whenever necessary. Identify and escalate priority issues. Route/Transfer issues to appropriate resource/channel if necessary Follow 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 contexts Support Appeals and Investigations team in identifying process efficiencies and improvements Apply professionalism and expertise to the Appeals and Investigations unit Contribute to verifications process as needed Recording/logging and escalating investigations according to corporate and board requirements Contributes to the appeals process related to EOR outcomes to centre administration decisions Applies detailed understanding of methods, systems and procedures within the field of appeals and investigations to provide practical advice and appropriate services to internal customers Uses 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 software Working from the office.
Relationship & stakeholder management
Develops 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 focus
Responds 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/schedule
About 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 experience Experience of working in Exams IELTS process (any stream). Excellent communication skills. Analytical with excellent attention to detail. Proficient in MS office applications Ability to inspire and support people Ability to plan well and prioritize work. Good decision-making Proactive approach with focus on problem analysis & resolution Minimum 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 deadlines
Desirables
Post Graduate degree
Demonstrable experience of working as part of a dispersed team to deliver a service Demonstrable experience of reacting positively to change
Locally Recruited
Applications 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.
