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Pay Band: 5Country/Location: (Advant IT Park) Noida, IndiaDepartment: GSS English & Exams (IELTS Operations)Contract Type: Fixed term contract until 31 March 2027Closing Date: Sunday, 04 January 2026 - 23:59 China Time (GMT +8)
Role Purpose & Accountabilities
We are seeking a dedicated specialist to ensure that governance standards are consistently upheld while supporting the Team Leader and Delivery Manager in maintaining accurate process documentation. This role involves managing operational inquiries from the team and assisting with rostering activities, facilitating effective communication between stakeholders to foster an efficient operational environment.The successful candidate will coordinate with cross-functional teams, including examiners, test centers, and global stakeholders, to ensure smooth workflows and timely service delivery. Monitoring day-to-day operations is essential to meet service level agreements and quality standards. You will serve as the first point of contact for process-related queries, providing hands-on support during peak periods and maintaining expertise in systems and operational workflows.Additionally, you will create and maintain standard operating procedures, knowledge articles, and process updates, ensuring compliance with internal standards. Reporting and analytics will be a key part of your responsibilities, as you prepare operational performance reports and analyze data trends to recommend improvements. If you are detail-oriented and thrive in a collaborative environment, we invite you to apply for this exciting opportunity.
Qualification
- Undergraduate / bachelor’s degree
Essential
Role specific knowledge and experience:
- Minimum 1 year experience in a quality or escalation-handling role with an overall, 4 - 6 years of experience in customer service and back-end operations.
- Demonstrable experience of excellent written and verbal communication skills for a wide variety of audiences
- Demonstrable experience of delivering training using a range of methods.
- Demonstrable experience of working in tight, and immovable deadline
- Demonstrable experience of working as part of a dispersed team to successfully deliver business outcome.
Desirable
- Experience of IELTs processes or administration.
Benefits
- 21 days of annual leave per calendar year, subject to policy
- 14 days of public holidays per calendar year
- Group Mediclaim policy
- Gratuity, subject to prevailing country laws
- Free library membership
- Professional development - Ongoing learning and career growth opportunities to support your development.
Further Information
Right to work:
As we cannot sponsor work passes, applicants must already have the right to live and work in India.
Workplace type:
100% onsite work in Noida office
Work 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.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
