Operations |amp| Customer Service Executive

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language.

We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK.

These connections lead to an understanding of each other's strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2024-20 we connected with 80 million people directly and with 7+1 million overall, including online and through our broadcasts and publications.

Job Title: Executive - Operations & Customer Service – IELTS Online

Purpose Of Job

To deliver optimum customer service and Operational activities for IELTS Online exams using various tools and applications. The job includes 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.

Main Opportunities/challenges For This Role
• Operations and Customer Services will operate in 3 shifts and in 24*7 operations, with any 2 week offs in a calendar week (doesn’t necessarily mean a Saturday or Sunday).
• The role is required to work in team and reporting to a Team Leader.
• The overall process size will range between 80- 100 resources.
• The individual is required to operate in a secured environment i.e. access to personal belongings and mobile phones or any other electronic devices is not allowed on productive floor.
• The placement for this role is based on a comprehensive certification process and clearance of Background checks.
• The role will demand cross working between various customer services and operational processes for effective delivery.
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