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Team Leader - Operations & Customer Service (IELTS/Digital Exams)

Date: 13-Oct-2021

Location: Noida, South Asia, IN

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.



Job Title: Team Leader - Operations & Customer Services - IELTS Online


Purpose of job:

To deliver optimum floor support by mentoring/ coaching & guiding team members & take ownership in delivering excellent Customer experience. This role will be responsible for supervising, planning, and managing functions concerned to greeting and proctoring operations. An important part of the role is to support the operations leadership team in delivering the effective and efficient services.


Experience areas:


  • Mid to Expert level of experience in Front /Back office processes. And should have managed a mid to large team for a good tenure.
  • Meet English language proficiency at a minimum level of IELTS band 7 or equivalent internationally recognised qualification.
  • Intermediate in Microsoft excel application (BCMS will test the excel skills to evaluate)
  • Knowledge of managing back end operations/Customer Service teams
  • Shall be independently handling floor Ability to plan well and prioritize work
  • Proactive approach with focus on problem analysis & resolution
  • Green belt or should possess any quality improvement related certification



  • A person who has independently managed shifts in previous organisations.
  • A person who has worked in secured process/ environment in previous work profiles.
  • ISO 9001 trained/ certified.
  • Black Belt trained/ certified


Knowledge of:


  • Able to simultaneously manage tasks for multiple processes
  • Ability to adapt quickly to different IT systems
  • Be proficient with Microsoft office, especially excel and outlook
  • Have good interpersonal and communication skills
  • Be Versatile. A big part of the IELTS function is the willingness to help one another even though it may fall outside of the job description
  • Motivated, self-starter who must be eager to learn and develop as the role expands


Core Skills

  • Communicating and Influencing Level 2
  • Planning and Organizing Level 2
  • Using Technology Level 2
  • Analysing Data and Problems Level 2
  • Managing People Level 2


Accountabilities, responsibilities and main duties:

(including people management and finance)



  • Should be able pre-empt problems and identify solutions with logical analysis.
  • Should have a flair for achieving organisation goals and driving Continual Improvement projects

Service Delivery

  • Maintain Schedule Adherence, Work Force Management (Break management), Shift Management and Rotation as per the inputs provided by WFM/MIS supervisor
  • Take pre/post shifts with the team to ensure that process updates are shared successfully.
  • Acting as an information source and answering team questions, assigning E Mail Enquiries, following up and giving instructions as needed.
  • Working as a first level escalation point for the floor
  • Create SOP’s/Maintain Knowledge articles/updates and share with team on a regular basis.
  • Get first hand training on the process or and other new updates and share the same with the team via channelized Knowledge Transfer Process.
  • Support team on all queries (e.g. Process/Transport/Admin/Payroll/Team Related) independently and occasionally with support of relevant stakeholders.

Stakeholder Management/People-Resource Management

  • Carrying out performance measurement, quality monitoring, and evaluation of entire team to monitor service quality & improve efficiency.
  • Preparing and directing schedules, monitoring attendance of the team, scheduling breaks and shifts as necessary.
  • Compiling and maintaining lists of on-call and key schedules and personnel.
  • Conduct regular team meetings and one on one sessions with the teams
  • Ensuring team members acquire the appropriate support and training to apply the best skills and knowledge on the job.
  • Creating a growth plan for top performers and a plan for bottom performers. Should be able to showcase team’s performance on a day to day basis to identify bottom and a good performer.

Governance and Reporting

  • Share the agreed reports/Dashboard on regular frequencies
  • Practicing and ensuring compliance with all the BCMS’ policies and procedures.

Information Security and other mandatory compliances:

  • Read, understand and comply with the information security policies.
  • Raise incident / blow whistle when observe any noncompliance to information security or IELTS compliance related policies.
  • Ensure compliances to Organisational policies like code of conduct, IT policy etc.





  • Graduation or equivalent (Minimum 50%)


  • Masters in Operations
  • Distinction in English (in Graduation)
  • Microsoft Excel Certification
  • IELTS Band Score =>7



Further Information

Pay Band – 5

Contract Type – FTC Till 31/03/2023

Department/Country – IELTS/India - Noida

Closing Date – 9/Nov/2021

Other Requirements - Must have rights to work in India





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

Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.