IELTS Investigation Officer - Mumbai, India - British Council

    British Council
    British Council Mumbai, India

    2 weeks ago

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    Description

    We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.

    We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.

    Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021–22 we reached 650 million people.

    Job Title: IELTS Investigation Officer

    Purpose of job:

    To deliver high quality, fair and independent IELTS Exams investigations and appeals outcomes that meet the needs of internal stakeholders, awarding bodies and test takers.

    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

    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