VCS Supervisor - Lead

Date: 29 Jan 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\xe2\x80\x9322 we reached 650 million people.


Job Title: VCS Supervisor - Lead


Purpose of job:


To provide support to the Head of Video Call Speaking (VCS) Operations in the delivery of the VCS tests, providing excellent levels of customer service to test centres globally.
The post holder will be responsible for being the point of escalations for the VCS Supervisors for any test day related queries.


Experience areas:

• Highly organised with strong time management and prioritisation skills
• Ability to remain calm, friendly and work well under pressure with little supervision
• Ability to pay close attention to detail
• Excellent IT skills (Microsoft word, Excel, and Outlook)
• Ability to flexibly manage change
• Able to build string relationships with colleagues and stakeholders

Knowledge of:


Essential

• Minimum 2 years of Team leading experience.
• Should have managed a team of up to 5 people
• Meet English proficiency at a minimum level of IELTS band 7 or equivalent internationally recognised qualification.
• Demonstrable experience of excellent written and verbal communication skills for a wide variety of audiences
• Demonstrable experience of delivering training using a range of methods
• Demonstrable experience of working to tight, and immovable deadline
• Demonstrable experience of working as part of a dispersed team to successfully deliver business outcome

Desirable

• Demonstrable Experience of IELTs processes or administration

Accountabilities, responsibilities and main duties:
(including people management and finance)


Accountabilities:


Service delivery

• Ensures the results are released to test centres on test day
• Manages the various applications-related VCS team inboxes/CRM, dealing with enquiries.
• Improves VCS service quality by assisting in evaluating and updating current VCS procedures
• Receives instructions and requests from VCS Delivery Managers, and plans and organises given resources accordingly (often at short notice) to ensure that work is carried out efficiently and effectively
• Provides proactive and timely support to the Head of VCS Ops and team members if and when required.

Customer service

• Takes end-to-end accountability for researching and obtaining satisfactory and timely resolution of complex/escalated queries from Examiners and Centres. Coordinating input from other colleagues/departments/managers as required, to do so. Ensures the Examiner/Centre is kept informed throughout the process.

Relationship & stakeholder management

• Develops good working relationships with appropriate colleagues throughout the BC to facilitate effective and efficient end to end VCS process

Risk & compliance

• Follows agreed corporate risk management processes and procedures when delivering services (e.g. child protection, security policies, financial protocols, anti-fraud measures) to protect the interests of the BC and its customers at all times.

Qualifications:


Required:

• Graduation

Further Information
Pay Band \xe2\x80\x93 5
Contract Type \xe2\x80\x93 FTC


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\xe2\x80\x99s 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 \xe2\x80\x98ASK HR\xe2\x80\x99 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.