Trainee - Operations & Customer Service Executive
3 weeks ago
Trainee - Operations & Customer Service Executive - IELTS Online
**Date**:19-Jan-2023
**Location**: Noida, South Asia, IN
**Company**:British Council
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 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.
**Job Title: Trainee - Operations & Customer Service Executive - IELTS Online**
**Purpose of job**:
**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 trainee is required to learn and work in line with the process requirements.
- 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.
**Accountabilities, responsibilities, and main duties**:
Customer Services:
- Provide customers with information and take the query towards effective resolution.
- Create (Account and Case/Opportunity) on salesforce and update necessary data sheets.
- Maintain the agreed British Council quality standards on each customer interaction.
Operations:
- Manage 3 key steps of customer journey (Pre-test /Test day management and Posttest related activities) as defined in process maps.
- Ensuring various timely reports related to the customer journey are maintained and reconciled on regular basis.
Information Security and other mandatory compliances:
- Read, understand and comply with the information security policies.
- Raise incident / blow whistle when observe any noncompliance to information security or IELTS compliance related policies.
- Ensure compliances to Organisational policies like code of conduct, IT policy etc.
**Qualifications**:
- Graduation or equivalent (Minimum 50%)
**Role specific knowledge 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.
**Role specific skills**:
- Able to simultaneously manage tasks for multiple processes
- Ability to adapt quickly to different IT systems
- Be proficient with Microsoft office, especially excel and outlook
- Have great interpersonal and communication skills
- Be Versatile. A big part of the IELTS function is the willingness to help one another even though it may fall outside of the job description
- Motivated, self-starter who must be eager to learn and develop as the role expands
**Further Information**
**Pay Band - 4**
**Contract Type - FTC - Till 31st Dec 2024**
**Department/Country
- IELTS Online/ India - Noida**
**Closing Date (Time) - 31st Jan 23 (IST -23:59)**
A connected and trusted UK in a more connected and trusted world.
**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 un
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