Associate Operations

Pay Band: 3

Country/Location: Noida, India

Department: GSS English & Exams (IELTS Operations)

Contract Type: Fixed Term Contract, 1 year

Role Purpose

To deliver a positive experience for all potential and existing British Council customers with an aim to maximise our business. The aim is to provide first time resolution to all customer enquiries via the available modes of communication.

Role Accountabilities

In this role, you will deliver exceptional customer service while ensuring operational efficiency and compliance with information security standards. You will handle customer enquiries with professionalism and empathy, meet agreed service levels, and provide accurate, timely resolutions by developing a strong understanding of our products and processes.

Collaboration will be central to your success as you work closely with colleagues to share insights, improve processes, and address customer needs effectively. You will also play an important role in maintaining information security by supporting ISO 27001 and IGA requirements, managing account access requests, monitoring access controls, and ensuring timely closure of incidents within SLAs. Additionally, you will promote security awareness, maintain accurate records in line with regulatory requirements, and support audit readiness.

The ideal candidate is customer-focused, organized, and able to manage multiple priorities in a fast-paced environment. If you are passionate about delivering quality service and operational excellence, we invite you to apply and grow with our team in Noida.

Role specific skills, knowledge and experience

The ideal candidate should have 0-6 months of experience in customer services/backend operations. Candidate should also have sound knowledge of customer service principles and practices (Voice, E Mails & Chats related) and good computer (MS office) and keyboard handling skills.

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. There is no hybrid work arrangement for this position and it requires working onsite five days a week.

Further Information

Language: Strong English proficiency is crucial for this role, requiring fluency in both written and spoken communication to effectively navigate British Council systems and international operations.

Please note: Interviews will be conducted primarily in English. The successful candidate must be able to speak and write well in English, as this is essential for the role.

Education: A bachelor's degree in any discipline is required.

Locally recruited: 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 will need have, or be able to obtain, a valid special work permit issued from Government of India (GOI) to work in the British High Commission (BHC). BHC will not be able to sponsor work visas or obtain/ assist with the special work permit from GOI. Offers of employment made to OCI card holders will be conditional upon candidates obtaining a special work permit.

Note: For requisite special permission to take up employment in any foreign Diplomatic Missions in India, OCI Cardholder must visit https://ociservices.gov.in