Job Description

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.

Role Purpose:

To facilitate essential coordination and logistical support, ensuring the seamless functioning of the teaching operation.

Main Accountabilities:

Service and Product Delivery Support

Execute various administrative and customer service tasks within established corporate procedures, with a focus on optimizing quality, consistency, and efficiency.

Ensure compliance of student registration, customer care, and re-registration processes with corporate policies to bolster effective teaching, learning, and service standards.

Maintain accurate records, including customer and financial data, in accordance with corporate requirements. Prepare routine and some non-standard documentation, reports, and financial analyses/reconciliations.

Conduct basic analysis and review of data, tasks, and information to enhance process efficiency.

Provide logistical support within the Teaching Center, facilitating the smooth execution of internal and external activities.

Customer Support

Receive and respond to customer inquiries, serving as a primary point of contact for queries. Identify complex issues requiring resolution by others and direct them accordingly.

Recognize and comprehend the implications of incidents such as complaints, resource constraints, logistical or technical difficulties, and proactively alert the relevant team to any concerns that may impact teaching delivery or customer experience.

Proactively communicate and collaborate with others to ensure the effective coordination and delivery of events, services, and activities.

Foster an understanding of relevant contacts and teams to facilitate the effective resolution of issues as they arise.

Risk and Compliance

Understand and adhere to risk management procedures pertinent to teaching delivery (e.g., child protection, security policies, financial protocols, anti-fraud measures) to safeguard the interests of the British Council and its customers, reporting instances of non-compliance to senior management.

Ensure compliance with corporate requirements when handling financial or customer data to support effective reporting and decision-making.

Commercial & Resource Management

Oversee and take ownership of small-scale resources, following established procedures to ensure that equipment and materials are readily available when needed.

Managing Self and Others

Plan and prioritize personal work activities, adapting to changing requirements to ensure the effective completion of responsibilities on a daily/weekly basis.

Task and coordinate with others, both internal colleagues and external suppliers, to complete assignments within established procedures, ensuring efficient service delivery. Monitor task completion to meet agreed-upon quality and time standards.

Role-Specific Knowledge and Skills:

Essential

Minimum Graduation

Operational Management

Risk Management

Effective Communication and Influence

Data Analysis and Problem Solving

People Management

Experience in a customer-focused environment

Experience coordinating resources.

Proficiency in Microsoft Office programs

C1 level proficiency in English

Desirable

Experience working in a teaching centre.

Desirable experience in managing backend operations.

Further Information:

Pay Band - Grade H / Pay band 4
Contract Type - Fixed Term Contract - Local (2 years)
Location - Kolkata, India
Requirements - Candidates must have the pre-existing right to live and work in the specified location.
Closing Date - 02 October 2023, 23:59 PKT

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

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.

British Council