Associate - English Services

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: 3
Country/Location: (Advant IT Park) Noida, India
Department: GSS English & Exams (English Operations)
Contract Type: Fixed term contract
Closing Date: 23 September :59 Singapore Time (GMT +8) - Early applications are encouraged, as this role may close sooner if an ideal candidate is identified.
Please note: Interviews will be conducted primarily in English. The successful candidate must be able to speak and write well in English, as this is essential for the role.

Role Purpose & Accountabilities:
We are seeking a dedicated Associate to play a vital role in delivering a positive experience for our customers while maximizing our business potential. In this position, you will be responsible for providing first-time resolutions to customer inquiries via phone, email, and chat, ensuring that service level agreements are met. You will work in shifts from our office and may occasionally travel or work extended hours during training drives.

Your main responsibilities will include promoting and recommending British Council products and services tailored to individual customer needs, solving queries through email, and maintaining high-quality standards in all customer interactions. You will accurately log calls and update necessary data while ensuring compliance with corporate policies in payment postings, account updates, and student registrations. Collaboration with colleagues is essential as you will share insights and feedback to enhance service delivery.

Candidates should be flexible and willing to cross-skill into other business areas as required. If you are passionate about customer service and eager to contribute to a dynamic team, we invite you to apply and help us uphold the British Council's commitment to excellence.

Role specific skills, knowledge and experience:

• Proficient in English & Hindi Communication Skills.
• Education: Bachelor's degree
• Experience in a call centre environment
• At least 6 months of experience in a Voice bases/Blended process which includes Inbound / Outbound / Email / Chat/ Backend processing.
• Basic admin skills (Excel/Spread sheet)
• Knowledge of customer service principles and practices(Voice, E Mails & Chats related)
• Good Computer (MS office) and keyboard handling skills
• Understanding of Contact Centre processes, reporting, MIS etc.

Benefits

• 21 days of Annual Leave per calendar year, subject to policy
• 14 days of Public Holidays per calendar year
• Group Mediclaim policy
• Group term life insurance policy
• Group accident insurance policy
• Gratuity, subject to prevailing country laws
• Free library membership
• Professional development - Ongoing learning and career growth opportunities to support your development.

Further Information
Right to work: As we cannot sponsor work passes, applicants must already have the right to live and work in India.

Workplace type: 100% onsite work from Noida office

Work Schedule: The position holder would be required to work in shifts. The role requires working from the office on all five days of the week.

May require travelling occasionally, working extended hours during training/hiring drives.

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 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