British CouncilHiring for IELTS Investigation Officer at Noida, Uttar Pradesh Full Time

Location: Noida, South Asia, IN

Company: British Council

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language.

We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK.

These connections lead to an understanding of each other’s strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

Job Title: IELTS Investigation Officer

Purpose of job:
To deliver high quality, fair and independent IELTS Indicator Invigilation (Proctoring) and Exams investigations and appeals outcomes that meet the needs of internal stakeholders, awarding bodies and test takers. IELTs Investigation role is 50% and Indicator proctoring role is 50%.

Experience areas:
Experience in proctoring/ investigations/appeals/ any IELTS Process.

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.

Excellent attention to detail and ability to work to tight deadlines

Knowledge of:
Essential

Experience of working in Exams IELTS process (any stream).

Excellent communication skills.

Analytical with excellent attention to detail.

Proficient in MS office applications

Ability to inspire and support people

Ability to plan well and prioritize work.

Good decision-making

Proactive approach with focus on problem analysis & resolution

Desirable

Demonstrable experience of working as part of a dispersed team to deliver a service

Demonstrable experience of reacting positively to change

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

Accountabilities:
Processing of allotted cases and recommend to Cambridge.

• Mailing centres and IDP for required material
• Raising Feedbacks to centres whenever necessary.
• Identify and escalate priority issues
• Route/Transfer issues to appropriate resource/channel if necessary
• Follow up on enquiries where necessary.
• Complete logs, update necessary data sheets
• Ensure weekly/Monthly targets are met with high quality standards.

§ Deliver timely, professional and objective appeals and investigation outcomes, arising from the

moderate/significate risk contexts

• Support Appeals and Investigations team in identifying process efficiencies and improvements
• Apply professionalism and expertise to the Appeals and Investigations unit within the wider Business Assurance function
• Contribute to verifications process as needed
• Recording/logging and escalating investigations according to corporate and board requirements
• Contributes to the appeals process related to EOR outcomes to centre administration decisions
• Applies detailed understanding of methods, systems and procedures within the field of appeals and investigations to provide practical advice and appropriate services to internal customers
• Uses detailed understanding of specialised processes and systems within the area of appeals and investigation to prepare reports and other materials using standard and non-standard formats and software
• Deliver the role of IELTS Indicator proctor to perform ID/Video check to identifying any malpractices made by the Test Takers exams across globe.

Relationship & stakeholder management

Develops good working relationships with appropriate colleagues throughout the British Council and in the relevant functional disciplines (Business Assurance, Delivery) to facilitate the effective provision of high quality and customer-focused services and advice.

Internal customer focus

Responds knowledgeably and professionally to enquiries within appeals and investigations area, to ensure internal customers receive high quality, prompt and timely service and/or advice. Refers on to others only complex enquiries, or those outside own area of expertise

Uses a range of enquiry, research and analytical approaches to ensure they have an accurate understanding of the internal customer’s business needs and concerns before providing appropriate services, advice or problem-solving support

Qualifications:
Required:
Educated to Degree level or equivalent work experience/ Post Graduate

Further Information

Pay Band – 4

Contract Type – FTC

Department/Country-GM/India – Noida

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.