Trainee - Operations & Customer Service - IELTS Online

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Role Purpose:

To learn and deliver optimum customer service and operational activities for IELTS Online exams using various tools and applications. As a trainee the person is responsible to learn the techniques of service delivery / customer Services and apply the learning by delivering transactions. The transactions include interaction with test takers/candidates to address their queries along with managing operational tasks using applications / information to ensure all exams are conducted on time with efficiency and effectiveness.

This role is expected to develop capabilities to act as the Operations/ Customer Services executive in IELTS online process. On Successful completion of the 12 months training period, the management trainee can apply for Fixed term Executive role in the process.

Main Accountabilities:

This role involves being the first point of contact for customer-related inquiries and transactions for IELTS online exams. You will guide potential candidates through the registration process, explain the features of the IELTS online exam, and handle refunds, transfers, and cancellations. Your goal will be to provide customers with information and resolve their queries effectively.

You will be responsible for creating accounts and cases on Salesforce, updating necessary data sheets, and maintaining the British Council's quality standards in every customer interaction. Managing candidate and customer complaints by providing appropriate solutions within the time limits and following up to ensure resolution is also part of your role.

In operations, you will manage the three key steps of the customer journey: pre-test, test day management, and post-test activities, as defined in process maps. You will ensure timely reports related to the customer journey are maintained and reconciled regularly. Effective management of various operational processes, such as examiner planning, test day support, candidate reconciliation on test day, and timely declaration of results, is crucial.

You must read, understand, and comply with information security policies, and raise incidents or report noncompliance when observed. Adherence to organizational policies, such as the code of conduct and IT policy, is essential. You should be able to manage tasks for multiple processes simultaneously and adapt quickly to different IT systems. Proficiency in Microsoft Office, especially Excel and Outlook, is required.

Good interpersonal and communication skills are necessary, along with versatility and a willingness to help others, even if it falls outside your job description. We seek a motivated, self-starting individual eager to learn and develop as the role expands. Operations and Customer Services operate in multiple shifts and 24/7 operations, with any two days off in a calendar week, which may not necessarily be on weekends.

Placement for this role is based on a comprehensive certification process and clearance of background checks. The role demands cross-working between various customer services and operational processes for effective delivery.

Qualification and experience:

• 0-1 years of work experience.
• Meet English language proficiency at a minimum level of IELTS band 7 or equivalent internationally recognised qualification (BCMS/Vendor will arrange for language proficiency and certification test)- communication skills will also be judged in the voice and accent assessment round.
• Typing Speed minimum 35 WPM.
• Basic MS Excel knowledge of using formulas (vlookup, hlookup, conditional formatting and pivot table)- Excel workbook to be shared separately.

Important Information

Pay Band: 3/J

Country/Location: Noida, Uttar Pradesh

Department: Exams

Contract Type: Fixed term contract (1 year) 

Closing Date: 15 June 2025, Sunday

Condition of Employment:

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.

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

Locally Recruited

Applications are welcomed from candidates in Noida, Uttar Pradesh with a natural right to work. 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.

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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.