Associate - English Services

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For over 90 years we have shaped brighter futures through education, arts, culture, language, and creativity.

Working with people in over 200 countries and territories, we are on the ground in the more than 100 countries.

We connect. We inspire.

Role Purpose:

To deliver a positive experience for all potential and existing British Council customers with an aim to maximise our business. The aim is to provide first time resolution to all customer enquiries over the Phone, e mail and chat.

Main Accountabilities:

In this role, you will actively promote, recommend, and provide guidance on British Council products, programmes, and services, tailoring recommendations to individual customer needs while identifying suitable opportunities to cross-sell.

You will be responsible for handling and resolving customer queries through email, ensuring prompt, accurate, and professional responses in line with service level agreements. The role requires maintaining complete and accurate call logs in the CRM system, updating data sheets, and coding customer interactions according to business requirements. Key operational responsibilities include processing payments, updating customer accounts, managing student registrations, providing customer support, and handling re-registrations—all in alignment with corporate policies and service quality standards.

Working collaboratively with your team, you will share feedback, suggest improvements, and contribute to an enhanced customer experience. You will also research information using internal systems, appropriately route emails, follow up on enquiries, and uphold the British Council’s high standards of service in every interaction.

The role involves supporting information security practices, including ensuring team compliance with policies, managing user access requests, deactivating accounts as required, monitoring access levels, maintaining accurate records in accordance with the Freedom of Information Act, and resolving incidents within service timelines. You will also help raise security awareness among your team.

To be successful in this role, you should have strong administrative skills, particularly in Excel and spreadsheets, and be proficient in both English and Hindi. A solid understanding of customer service principles across voice, email, and chat channels is essential, along with good computer skills, MS Office proficiency, strong typing ability, and a sound understanding of contact centre processes, reporting, and MIS.

This position is based in the office and requires flexibility to work in shifts. You may occasionally be required to travel or work extended hours during training drives. Employees are expected to be available for cross-skilling into other lines of business as needed, which may involve upskilling and working across different areas according to operational standards and schedules. The role operates within defined service level agreements, and you will be expected to meet deliverables across various tasks and activities.

If you are a motivated, detail-oriented professional who thrives in a fast-paced, customer-centric environment, we encourage you to apply and contribute to the British Council’s mission of connecting people with learning and opportunity worldwide.

Qualification and Experience:

- 6 months experience in a call centre environment

- At least 6 months of experience in a Voice bases/Blended process which includes Inbound / Outbound / Email / Chat/ Backend processing.

- Graduation 

Important Information:

Pay Band: 3/J

No. of positions: 2

Country/Location: Noida, India

Contract Type: Fixed Term Contract

Closing Date: Sunday, 22 June 2025

Right to Work: Applications are welcomed from candidates in Noida, India with a natural right to work. 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.

This position is open only to freshers or candidates with 0–1 year of experience. It is a PB3 level role with a fixed compensation of INR 2.73 LPA. Kindly note that the salary is non-negotiable.

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.  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.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.