Ielts Investigation Officer

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.

We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021-22 we reached 650 million people.

Pay Band: 4/H

Country/Location: India

Department: Exams

Contract Type: Fixed Term Contract - ending March 31, 2026

Closing Date: Sunday, 2 March 2025- 23:59 (GMT +8)

**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 serviceDemonstrable experience of reacting positively to change

**Locally Recruited**

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

**Equality, Diversity, and Inclusion (EDI) Statement**

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