Video Call Speaking Supervisor

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  - 1 year

Role Purpose:

The role involves providing remote support to Examiners and Test Centers during live Video Call Speaking tests, ensuring that all systems and processes are followed effectively to maintain smooth, compliant, and high-quality operations. It focuses on resolving issues promptly, supporting seamless test delivery, and ensuring that Test Takers’ speaking scores are processed accurately and within the agreed time frames.

Role Accountabilities

The role is responsible for ensuring smooth and efficient delivery of exam operations by scheduling and allocating tests for Global Hub Examiners, sharing results with test centers, and managing examiner support across multiple time zones. It serves as the key escalation and coordination point between examiners, test centers, and global support teams, ensuring issues are promptly resolved through troubleshooting and “super user” tasks. The role also supports new process implementations, organizes training and assessments, and ensures all service delivery meets quality, compliance, and KPI standards. Additionally, it involves building effective working relationships across teams, providing timely and professional responses to internal stakeholders, and continuously seeking process improvements to enhance service quality and operational efficiency.

Role specific knowledge and experience:

The ideal candidate should have experience working in a busy operational environment, delivering high-quality customer service while ensuring compliance, risk, and security standards are upheld. Candidates with 1 to 3 years of experience, excellent communication and analytical skills, attention to detail, and proficiency in MS Office are preferred. The role also requires strong planning, prioritization, and decision-making abilities, as well as a proactive and problem-solving mindset with the ability to inspire and support others.

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