Job Description

Customer Services Associate



Date: 19 Jul 2024


Location: Noida, South Asia, IN


Company: British Council


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.
Job Title: Customer Service Associate Purpose of job: To deliver high quality and fair ACCA EAH operations that meet the needs of internal stakeholders, awarding bodies and test takers.


Main opportunities/challenges for this role


Accountabilities, responsibilities, and main duties:

The job is accountable for day-to-day service delivery which requires the below skill set.
• Download Events force report, I-Assess report & ProctorU report daily.
• Filter out the eligible registrations and prepare data in a format for sending reminders.
• Manage and maintain email templates on tools/applications.
• Send email reminders (1,2,3,4) as per the process requirement through mail merge.
• Respond to level 2 enquiries on Sales Force CRM.
• Check ProctorU daily & unblock the no show students as per the process requirement.
• Analysis of the data and define required action based on it. Maintain daily dashboards.
• Complete logs and update necessary data sheets for reporting.
• Maintain data in a systematic manner in the team's channel for the process.
• Identify and escalate priority issue & follow up on tasks where necessary.
• Route/Transfer issues to appropriate resource/channel if necessary.
• Attend periodic catch up with ACCA/Stakeholders on administrative matters.
• Ensure weekly/Monthly targets are met with high quality standards & compliances.
• Support the team in identifying process efficiencies and improvements.
• Assist the Delivery Manager with additional tasks for managing ACCA related activities.


Qualifications - Graduate


Role specific knowledge and experience
• Must be a quick learner with proven record of having excellent communication skills.
• Must demonstrate ability to work with minimum supervision.
• Must maintain the productivity as per the time & motion study as well as quality as per defined KPIs.
• Excellent attention to detail & demonstrable experience of working to tight, and immovable deadlines.
• 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.
• Understanding of ACCA exam operations
• Proficient in relevant computer applications (MS Office)
• Have great interpersonal skills to conduct effective working relationships with the key stakeholders.
• Proactive approach with focus on problem analysis and resolution. Ability to plan well and prioritise work.




Desirable
• Demonstrable experience working as part of a dispersed team to deliver a service.
• Demonstrable experience in reacting positively to change.




Further Information
Pay Band - 4
Contract Type - FTC (till 31 Mar 25)
Department/Country- GSS English & Exams (ACCA)/ India - Noida
Closing Date (Time) - 5 Aug 24 (IST -23:59)


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


Equality , Diversity, and Inclusion (EDI) Statement


The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.


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) 1989.


Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council's Safeguarding policies for Adults and Children.


If you have any problems with your application please email askhr@britishcouncil.org


Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our 'ASK HR' email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.