Associate - Operations

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, and creativity. Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. **We connect. We inspire.** **Pay Band: 3** **Country/Location:**Noida, India **Department:**GSS English & Exams (IELTS Operations) **Contract Type:**Fixed Term Contract, 1 year **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.** **Training & Assessment Requirement** Successful candidates will be required to complete mandatory process training and achieve the required pass mark in a competency assessment before undertaking independent production responsibilities. Support, coaching, and reassessment opportunities will be provided where applicable. **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. **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/) A connected and trusted UK in a more connected and trusted world. **Equality, Diversity and Inclusion Statement** We are committed to equality, diversity and inclusion and welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work. The British Council is a Disability Confident Employer. The Disability Confident scheme helps challenge attitudes, increase understanding of disability and ensure staff are drawn from the widest possible pool of talent. We guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities. **Safeguarding Statement** 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 in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children. If you experience any difficulties with submitting your application, please email