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Exams IT Call Center Manager

Date: 08-May-2021

Location: Beijing, East Asia, CN

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.


Location: Beijing, China


Pay band: Pay band 6/G


Department: English and Exams


Contract type: Two-year fixed term contract


Role Purpose

Call center manager plays a role in creating IT helpdesk and managing IT Call Center, lead and train a team of helpdesk engineers through clear standards, policies and process to ensure the incident, issues being managed with high efficiency and quality.


Main opportunities/challenges


  • Training opportunity for new technical solutions
  • Promotion opportunity for new role in Exams IT
  • Cooperate with global teams
  • Cooperate with external consulting vendors



  • Cross team communication and relationship building
  • People management


Main Accountabilities

  • Build up the process and standards of Call Center
  • Provide L1 technical support based on the FAQ.  
  • Liaise with other IT Help Desks, IT staffs and other third-party service providers in troubleshooting and resolving problems.
  • Train, coach and mentor internal and external Helpdesk engineers.
  • Build and train helpdesk managed service to handle all basic level issues.
  • Manage process for communicating outages/activities to the relevant organizations.
  • Take charge of the quality control of Call Center daily work.
  • Review user feedback to improve services, tools and support experience.
  • Manage information created and received in compliance with the British Council’s information management standards, policies, the UK data protection principles and local legislation.

Other Important Features OR Requirements Of The Job

Job involves occasional unsocial hours or weekend work. Such requirements will be managed within HR guidelines, including work-life balance policies.



  • You must have the right to live and work in China.
  • Qualifications: A+, CCNA or equivalent
  • At least two years of work experience in an IT team
  • IT support/Helpdesk experience: Demonstrated experience in IT Technician or Help Desk analyst role.
  • Experience in the following areas: Hardware and Software technical troubleshooting
  • Demonstrable experience of:
    • Managing IT Call Center systems
    • Managing teams
    • Understanding for quality control
    • Ability to Multitask 


Role Specific Skills

IT Skills

  • Support Windows Operation Systems
  • Trouble shooting for applications.
  • Manage network and PC hardware.  



• 22 days of Annual Leaves (on a pro-rata basis if the service period is less than one full year); public holidays - 14 days/year

• Statutory benefits: national social insurance benefits and housing fund • Other benefits: commercial insurance package including accidental insurance, life insurance, and supplementary medical insurance

• 13th month salary: staff who pass the probation and work for minimum of 6 months in a year will be entitled to annual bonus in December

• Performance-related pay: paid annually according to relevant performance review scheme

• Professional development opportunities


Closing Date:  Sunday, 16 May 2021- 23:59 Singapore Time (GMT +8)




A connected and trusted UK in a more connected and trusted world.


Equality Statement


The British Council is committed to a policy of equality and to valuing diversity and is keen to reflect the diversity of the societies in which we work at every level within the organisation. We welcome applications from all sections of the community. We aim to abide by and promote equality legislation by following both the letter and the spirit of it to avoid unjustified discrimination, recognising discrimination as a barrier to equality of opportunity, inclusion and human rights. All staff worldwide are required to ensure their behaviour is consistent with our policies. 
The British Council has Disability Confident Employer Status. We offer a guaranteed interview scheme for disabled applicants who meet the essential criteria for the role. Applicants are encouraged to highlight any specific requirements or adjustments needed to enable participation in the recruitment process.

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