Executive - Operations

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 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 more than 100 countries.

We connect. We inspire.

Pay Band: 4 / H

Country/Location: Noida, India

Department:  GSS English & Exams (IELTS Operations)

Contract Type: Fixed Term Contract

Role Purpose

The role is to provide a positive experience for all British Council customers by handling their enquiries effectively and aiming to resolve them on the first contact, helping to support and grow the business.

Role Accountabilities

The role involves delivering excellent customer service by maintaining a positive and professional attitude, promptly and accurately handling enquiries, and ensuring customer satisfaction through strong product knowledge. It also includes working closely with team members to share information and address customer needs. Additionally, the role requires adherence to information security policies, including compliance with ISO 27001 and IGA standards, managing user access, providing security awareness, maintaining proper records, and ensuring timely resolution of incidents within agreed SLAs.

Role specific skills, knowledge and experience

The ideal candidate will have 6 months to 2 years of experience in customer service or backend operations, preferably gained within a blended process environment.

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.in

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.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 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