Executive - Operations

British Council; Dadri; On-site; INR 400,000 - 600,000; Full time

Job summary

The British Council in Noida is looking for a dedicated customer service representative to join their GSS English & Exams team, specifically in IELTS operations.

This on-site role requires excellent English proficiency and offers a chance to enhance customer experiences through effective handling of enquiries. With a fixed-term contract of one year, this position demands flexibility due to the 24/7 shift schedule, ensuring coverage at all times.

To be suitable for this role, candidates must have a bachelor's degree and relevant experience in a customer service environment.

Qualifications

• 6 months to 2 years of experience in customer service or backend operations.
• Fluency in written and spoken English is essential.

Responsibilities

• Deliver excellent customer service with a positive and professional attitude.
• Handle enquiries promptly and accurately to ensure customer satisfaction.
• Work closely with team members to address customer needs.
• Adhere to information security policies and manage user access.
• Maintain proper records and ensure timely resolution of incidents.

Skills

Customer service skills

Strong English proficiency

Flexibility

Attention to detail

Education

Bachelor's degree in any discipline

Job description

Pay Band

4 / H

Country/Location

Noida, India

Department

GSS English & Exams (IELTS Operations)

Contract Type

Fixed Term Contract, 1 year

Role Purpose

The role is to provide a positive experience for all British Council customers by handling their enquiries effectively and aiming to resolve them on the first contact, helping to support and grow the business.

Role Accountabilities

• Deliver excellent customer service by maintaining a positive and professional attitude.
• Promptly and accurately handle enquiries, ensuring customer satisfaction through strong product knowledge.
• Work closely with team members to share information and address customer needs.
• Adhere to information security policies, including compliance with ISO 27001 and IGA standards; manage user access and provide security awareness.
• Maintain proper records and ensure timely resolution of incidents within agreed SLAs.

Role-specific skills, knowledge and experience

• 6 months to 2 years of experience in customer service or backend operations, preferably in a blended process environment.

Work Schedule

This is a 24/7 on‑site role with rotating shifts, including night shifts. The position offers two days off per week, which may not always fall on weekends. Flexibility and adaptability to a continuous shift‑based environment are essential. No hybrid work arrangement is available; the role requires onsite work five days a week.

Language

Strong English proficiency is essential, requiring fluency in both written and spoken communication to effectively navigate British Council systems and international operations.

Education

A bachelor’s degree in any discipline is required.

Local Recruitment

Applications are welcomed from candidates currently in this location with a natural right to work. Relocation support is not provided.

Overseas Citizen of India (OCI) Card Holders

OCI card holders must have, or be able to obtain, a valid special work permit issued by the Government of India (GOI) to work in the British High Commission (BHC). BHC will not sponsor work visas or assist with the special work permit. Offers of employment to OCI card holders are conditional upon obtaining the permit.

Equality, Diversity and Inclusion Statement

We are committed to equality, diversity and inclusion and welcome applications from all sections of the community. The British Council is a Disability Confident Employer, guaranteeing an interview for disabled applicants who meet the minimum role requirements.

Safeguarding Statement

The British Council is committed to safeguarding children, young people and adults in all our work. Appointment to positions with direct involvement with vulnerable groups will be dependent on thorough checks completed in line with legal requirements and the British Council’s Safeguarding policies for Adults and Children.