Support Hub Service Agent - ENGLISH Services

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.

Job Title : Support Hub Service Agent – ENGLISH Services

Purpose of job:

To support the delivery of the British Council's online products through effective and efficient IT and online learning support and excellent customer service.

Role context 

The British Council has a range of products and services that are supported online via a central support hub. The support hub works as a unit to provide online and technical support to a variety of projects and services, with day to day tasks distributed evenly amongst team members.

This post holder will work in within service level agreements to meet the deliverables of various projects and services at local, regional and global levels. Currently such projects include large-scale projects (>100K customers) such as Pro-ELT, LEP, LES, VRS Exhibitions, and other, smaller-scale British Council initiatives. Support is provided from a central online platform using a ticketing system. While the work is shared across the team, each team member will be accountable for certain project deliverables, and be expected to contribute to the development of the support hub as a whole.

Main opportunities/challenges for this role 

1. Data entry and maintenance

Standards

• Preparation for enrolment of course participants, moderators and observers onto online courses (delivered via British Council's Learning Management Systems)
• Data entry-enrolment details; groups; progress reports extraction; creation of new courses on database, updating project data and managing data integrity (MS Excel 2010 or later)

2. Customer service support for internal and external stakeholders

Standards

• Handle customer and CS queries via Salesforce, teams and MS Outlook within agreed Service Levels.
• Prioritise and handle queries in English (and local languages)
• Provide troubleshooting and technical support for users in the British Council’s LMS (Thinking Cap, D2L, ecom Scotland and eNET ) and network & browser support within the agreed Service Levels.
  Basic troubleshooting following the agreed procedure.
• Maintain user lists, profiles, and permissions within the LMS.
• Maintain up-to-date users and group lists; profiles and permission in online learning systems (LMS)
• Provide support and guidelines to Local Coordinators & CS (in countries where online learning projects are running)
• The British Council believes that all children have potential and that every child matters - everywhere in the world. The British Council affirms the position that all children have the right to be protected from all forms of abuse as set out in article 19, UNCRC, 1989 
• Achieve at least 90% customer satisfaction targets.
• Communicating promptly and professionally with Online Customer Support Manager and Online Learning support service team members, LMS team, Country CS, Local Coordinators and other stakeholders in the wider British Council network and build strong rapport with them.
• Signing up for bite-size projects to improve processes and customer satisfaction.
• Producing system reports and sharing insights with relevant stakeholders as and when required.
• Meet corporate standards (eg. Code of Practice, Corporate IT Standards and Procedures) IT security standards and IT Unit SLA3

3. Operations Support 
 

Standards

• Collaborate with project leaders/managers to ensure smooth daily operations and readiness to meet service demands.
• Lead quality improvement projects, such as initiatives to improve custom replies, creating templates and FAQ and liaison with project leads to suggest improvement for increasing Customer Satisfaction (CSAT),
• Maintaining the team standard for turnaround time (TAT) strictly and ensure every possible first contact resolution (FCR)
• Need to do constant shift as per operational requirements.
• Review, develop, and implement Standard Operating Procedures (SOPs) and process guides for operational workflows and projects for smoother operation.
• Reviewing the widget questions, suggest improvement and action for implementation
• Support colleagues in the Global Online Customer Support Hub team with administrative tasks related to online projects and products.
• Ensure escalated cases are updated in a timely and followed-up strictly to resolve the issue. Ensure a proper customer communication at all stages
• Lead the country ambassador project for the assigned region/countries and ensure a proper execution of the team plan and the target.

4. Maintenance of IT systems

Standards

• Perform regular checking of all online systems & sites and report/escalate any issue immediately to the resolver group/service provider. Ensure a proper communication is done at all stages of the development.
• Update dead links on course sites
• Good records of maintenance work completed
• Clear communication with stakeholders of time-lines for site/LMS maintenance

5. To support colleagues in the global online learning team in day to day administrative work related to online projects and products

Standards

• To ensure work is done in a timely fashion and in an effective manner
• To ensure that all work is carried out to the satisfaction of the Online Customer Support Manager
• Expected to work during weekends, holidays and non-standard hours and country specific business hours as it is demanded by the project and/or required for the operation 

Must be flexible and willing to adjust working schedule to accommodate business demands
 

Qualifications

• Good written English
• Any graduate, preferably with a Diploma or equivalent qualification in IT, Communication

Role specific knowledge and experience

• Customer Service background with excellent track record
• Basic admin skills (managing records, Excel/Spread sheet)
• Hands-on experience in any Customer Relationship Management (CRM) and/or any support ticketing system and teaching centre registration system like TCMS, SMS etc.Good reporting skills

Further Information

Pay Band – 4

Contract Type – FTC

Department/Country- GSS English & Exams (English Operations)/India

Work Location - Noida

Closing Date (Time) – 7 Jun 25 (IST)

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.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.