IELTS Investigation Officer

Working from the office.

• 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.
• Please note employees are expected to be available & flexible for cross-skilling into other lines of business as per business requirements. Which may require upskilling & working in the required areas as per standards/schedule
• About You (essential requirements for the role):
• The British Council systems and global processes operate in English. Excellent written and verbal proficiency in English is must (Minimum B2 level)
• Educated to degree level or equivalent work experience
• 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
• Minimum of 1 year of experience is required in backend operations or managing investigations, or working in an IELTS-related role.
• Applicant should be six-sigma white belt trained.
• Work from the office.
• Experience in 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

Skills Required
Ms Office, Excellent Communication Skills, Stakeholder Management