Operations & Customer Service Executive

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About the Organization

The British Council is a unique place to build your career. We have a presence in many countries around the world, and there is a range of career opportunities available, either in the UK or in one of our offices or locations abroad.

We are looking for people who believe in the integrity and value of what we do. In return, we will support you to try new ideas, develop your skills, and think independently. You will be part of a rapidly changing organisation with global influence and impact.

Job Description

We’re looking for a dynamic and service-oriented individual to support our IELTS Online exam operations. If you're someone who thrives in a fast-paced environment and enjoys helping customers, this role could be for you.

You’ll be responsible for providing responsive customer service and handling operational tasks across the exam journey — from pre-test to post-test. This includes resolving candidate queries, managing exam-related data in our systems, and supporting test day operations to ensure everything runs smoothly and efficiently.

You’ll work closely with internal teams and follow set processes to maintain high standards and compliance. Success in this role means being detail-oriented, adaptable, and committed to delivering a great candidate experience every time..

Education Qualification/Required Skills & Experience

• We're seeking someone with a strong foundation in customer service and a clear understanding of operational workflows. You should be confident in managing customer queries while keeping backend processes running efficiently.
• You’ll need to handle multiple tasks across different stages of the exam journey — from registration to results — with accuracy and professionalism. Proficiency in tools like Microsoft Excel and Outlook is essential, as is the ability to quickly learn and adapt to internal systems.
• Being responsive, calm under pressure, and solution-focused is key. If you're someone who takes ownership, communicates clearly, and can balance front-end service with behind-the-scenes operations, you’ll be a great fit for this role.

Desirable

• It would be an advantage if you’ve worked in a voice-based process or handled customer service in a high-volume environment. Experience supporting remote or dispersed teams is also a plus.
• We value adaptability, so if you've shown the ability to respond well to change and stay productive under pressure, we want to hear from you. A faster typing speed (40–50 WPM) and advanced Excel skills will help you perform even better in this role.

Requirements:

• Must operate in a secure environment (no personal belongings/electronic devices).
• Must pass background checks.
• Flexible to work in 24/7 shifts with any two days off per week. Weekends schedule on a rotation basis.

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