Investigation Officer

2 weeks ago

Mumbai, Maharashtra, India British Council Full time

We are seeking a highly skilled and experienced Investigation Officer to join our team at the British Council. As an Investigation Officer, you will play a critical role in ensuring the integrity and fairness of IELTS exams.

Key Responsibilities:

Deliver high-quality, fair, and independent IELTS exam investigations and appeals outcomes that meet the needs of internal stakeholders, awarding bodies, and test-takers.

Key Skills and Qualifications:

  • Experience in proctoring, investigations, appeals, or any IELTS process.
  • Understanding of a wide range of distribution, partnership, and British Council exams products, and their delivery and security needs.
  • Ability to meet main accountabilities, good relationship, and stakeholder management skills.
  • Excellent attention to detail and ability to work to tight deadlines.

Desirable Qualifications:

  • Demonstrable experience of working as part of a dispersed team to deliver a service.
  • Demonstrable experience of reacting positively to change.

Accountabilities and Responsibilities:

Processing of allotted cases and recommending to Cambridge. Mailing centres and IDP for required material. Raising feedbacks to centres whenever necessary. Identify and escalate priority issues. Route/transfer issues to appropriate resource/channel if necessary. Follow up on enquiries where necessary. Complete logs, update necessary data sheets. Ensure weekly/monthly targets are met with high-quality standards.

Deliver Timely, Professional, and Objective Appeals and Investigation Outcomes:

Support Appeals and Investigations team in identifying process efficiencies and improvements. Apply professionalism and expertise to the Appeals and Investigations unit within the wider Business Assurance function. Contribute to verifications process as needed. Recording/logging and escalating investigations according to corporate and board requirements. Contributes to the appeals process related to EOR outcomes to centre administration decisions. Applies detailed understanding of methods, systems, and procedures within the field of appeals and investigations to provide practical advice and appropriate services to internal customers.

Relationship and Stakeholder Management:

  • Develops good working relationships with appropriate colleagues throughout the British Council and in the relevant functional disciplines (Business Assurance, Delivery) to facilitate the effective provision of high-quality and customer-focused services and advice.
  • Responds knowledgeably and professionally to enquiries within appeals and investigations area, to ensure internal customers receive high-quality, prompt, and timely service and/or advice. Refers on to others only complex enquiries, or those outside own area of expertise.

Qualifications:

Required:

  • Educated to Degree level or equivalent work experience/Post Graduate

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