Trainee - Operations & Customer Service - IELTS Online

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Role Purpose:

Are you eager to learn and deliver exceptional customer service and operational activities for IELTS Online exams? Join us as a trainee and master the techniques of service delivery and customer service. You'll interact with test takers to address their queries and manage operational tasks using various tools and applications, ensuring exams are conducted efficiently and effectively.

This role will help you develop the skills needed to become an Operations/Customer Services executive in the IELTS online process. Upon successful completion of the 12-month training period, you can apply for a Fixed-term Executive role in the process.

Main Accountabilities:

We are looking for a dedicated individual to be the first point of contact for IELTS online exams, handling customer enquiries and transactions. You will guide potential candidates through the registration process, explain the features of IELTS online exams, and manage refunds, transfers, and cancellations. Providing customers with information and resolving their queries effectively is key. You will create accounts and cases on Salesforce, update necessary data sheets, and maintain British Council quality standards in each interaction. Handling and managing candidate and customer complaints by providing appropriate solutions and alternatives within time limits and following up to ensure resolution is essential.

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. Managing various operational processes, such as examiner planning, test day support, candidate reconciliation, and timely declaration of results, is crucial.

You will read, understand, and comply with information security policies, raising incidents or blowing the whistle on any noncompliance with information security or IELTS-related policies. Ensuring compliance with organizational policies like the code of conduct and IT policy is mandatory.

You should be able to manage tasks for multiple processes simultaneously, adapt quickly to different IT systems, and be proficient with Microsoft Office, especially Excel and Outlook. Good interpersonal and communication skills are necessary. Versatility is valued, as we appreciate the willingness to help beyond the job description. We seek a motivated self-starter eager to learn and develop as the role expands.

Qualification and Experience:

• 0-1 years of work experience.
• 1 year of experience in a voice process
• Graduation or equivalent (Minimum 50%)

Important Information:

Pay Band: 3/I

Country/Location: Noida, India

Department: Exams

Contract Type: Fixed term contract (1 year) 

Closing Date: 16th June 2025

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.