Ielts Investigation Officer

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: India

Department: Exams

Contract Type: Fixed Term Contract

Closing Date: Sunday, 8 June 2025- 23:59 (GMT +8)

Location:British Council Office, Noida (100% work from office)

Shift Schedule: Rotational shifts (including weekends and public holidays as per business requirements)

Role Purpose

To deliver high quality, fair and independent IELTS Exams investigations and appeals outcomes that meet the needs of internal stakeholders, awarding bodies and test takers.

Main Accountabilities:
Processing of allotted cases and sharing recommendation.
Mailing for required material to relevant centres
Raising Feedback 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, arising from the moderate/significate risk contexts
Support Appeals and Investigations team in identifying process efficiencies and improvements
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
Uses detailed understanding of specialised processes and systems within the area of appeals and investigation to prepare reports and other materials using standard and non-standard formats and software
Working from the office.

Relationship & 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.

Internal customer focus

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.
Uses a range of enquiry, research and analytical approaches to ensure they have an accurate understanding of the internal customer’s business needs and concerns before providing appropriate services, advice or problem-solving support.

Please note employees are expected to be available & flexible for cross-skilling into other lines of business as per business requirements. Which may require upskilling & working in the required areas as per standards/schedule

About You (essential requirements for the role):
The British Council systems and global processes operate in English. Excellent written and verbal proficiency in English is must (Minimum B2 level)
Educated to degree level or equivalent work experience
Experience of working in Exams IELTS process (any stream).
Excellent communication skills.
Analytical with excellent attention to detail.
Ability to inspire and support people
Ability to plan well and prioritize work.
Good decision-making
Proactive approach with focus on problem analysis & resolution
Minimum of 1 year of experience is required in backend operations or managing investigations, or working in an IELTS-related role.
Applicant should be six-sigma white belt trained.
Work from the office.
Experience in investigations/appeals/ any IELTS Process.
Understanding of a wide range of distribution, partnership and British Council Exams products, and their delivery and security needs.
Experience of contributing to a geographically dispersed team (e.g. across a region or large country)
Ability to meet main accountabilities detailed above, good relationship and stakeholder management skills.
Excellent attention to detail and ability to work to tight deadlines

Desirables

Post Graduate degree
Demonstrable experience of working as part of a dispersed team to deliver a service
Demonstrable experience of reacting positively to change

Locally Recruited

A connected and trusted UK in a more connected and trusted world.

**Equality, Diversity and Inclusion Statement**

**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 i