Operations & Customer Service Executive

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: Grade 4 / H

Country/Location: India, Noida

Department: Exams

Contract Type: Fixed Term

Role Purpose, Main Challenges & Accountabilities
We're looking for a dynamic and service-oriented individual to support our IELTS Online exam operations. If you're someone who thrives in a fast-paced environment and enjoys helping customers, this role could be for you.

You'll be responsible for providing responsive customer service and handling operational tasks across the exam journey — from pre-test to post-test. This includes resolving candidate queries, managing exam-related data in our systems, and supporting test day operations to ensure everything runs smoothly and efficiently.

You'll work closely with internal teams and follow set processes to maintain high standards and compliance. Success in this role means being detail-oriented, adaptable, and committed to delivering a great candidate experience every time..

Skills
Role specific skills, knowledge and experience:
We're seeking someone with a strong foundation in customer service and a clear understanding of operational workflows. You should be confident in managing customer queries while keeping backend processes running efficiently.

You'll need to handle multiple tasks across different stages of the exam journey — from registration to results — with accuracy and professionalism. Proficiency in tools like Microsoft Excel and Outlook is essential, as is the ability to quickly learn and adapt to internal systems.

Being responsive, calm under pressure, and solution-focused is key. If you're someone who takes ownership, communicates clearly, and can balance front-end service with behind-the-scenes operations, you'll be a great fit for this role.

Desirable
It would be an advantage if you've worked in a voice-based process or handled customer service in a high-volume environment. Experience supporting remote or dispersed teams is also a plus.

We value adaptability, so if you've shown the ability to respond well to change and stay productive under pressure, we want to hear from you. A faster typing speed (40–50 WPM) and advanced Excel skills will help you perform even better in this role.

Requirements

• Must operate in a secure environment (no personal belongings/electronic devices).
• Must pass background checks.
• Flexible to work in 24/7 shifts with any two days off per week. Weekends schedule on a rotation basis.

Locally Recruited

Applications are welcomed from candidates currently in this location with a natural right to work.

Applications are also welcomed from candidates currently based in other British Council country offices. However, please note candidates must have a natural right to work in the country, on a permanent basis, as immigration clearance and/or on-going visa support is not provided by the British Council for this role. Relocation support is also not provided

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