* This vacancy is with BC Examinations and English Services India Pvt Ltd (BCEESIPL), a wholly owned subsidiary company of the British Council. The post holder will support the delivery of UK examinations in India centres and enable the British Council to achieve its objectives by managing and regularly monitoring the quality of services. 


Location Gurgaon
Duration 6 Months
Closing date Sunday, 27 January 2019

Role overview

Accountabilities, responsibilities and main duties:

•Ensure Customer Service standards are adhered to; Enquiries and Complaints are handled as per corporate policies and standards, including Examinations Quality Standards (EQS), Corporate Customer Service Standards, British Council Equality, Diversity and Inclusion (EDI) policies & practice, Child Protection & Data Protection requirements and in line with the standards set by the relevant Boards and Professional Bodies.

•Responsible for ensuring that the customer experience delivered by the Exams team across all channels – phone, email, web and face to face are above the minimum set global standards.

•Responsible for ensuring that all records of customer discussions and correspondence are accurately maintained, updated and reviewed.

•Ensure smooth coordination between exams customer services and the India contact centre, monitor the effectiveness of the contact centre and exams customer services team and share regular feedback on this with relevant stakeholders.

•Manage Information provision to the India Contact Centre, ensuring proactive information to candidates through SMS / Candidate portal.

•Ensure all customer services procedures are documented and fully compliant with exams quality and security procedures and policies and corporate standards.

•Lead on coordination with the wider Exams teams on an ongoing basis to ensure a seamless customer journey.

•Manage all resources efficiently, taking into account times of peak activity and factors which could influence operations, for example festivals and exam delivery peaks and lows.

•Line management of Exams Customer Service team members. Ensuring HR procedures and standards are adhered to and applied consistently.

•British Council performance procedures and standards are used to induct, manage and develop staff members

How to apply

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