Video Call Speaking Associate

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. Pay Band: 3/I Country/Location: India Department: Exams Contract Type: Fixed Term – Ends March 31, 2026 Closing Date: Monday, 24 March 2025 - 23:59 (GMT +8) Role Purpose: Providing support (remotely) to Examiners and Test Centers during live Video Call Speaking testing. They will be ensuring that system and processes are adhered, to enable an efficient, compliant, and high-quality marking operation and ensure that Test Takers' speaking scores are delivered within the agreed time frame. 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. Challenges and Accountabilities Operations management: • Service Delivery • Stakeholder Management • Quality Management • Internal Customer Focus Service Delivery • Share relevant results with Test Centers. • Act as point of escalation for Test Centre queries relating to Local Examiners. • Send Apportionment timetables to Examiners. • Supporting Examiners during live tests across multiple time zones. • Approving center requests for Examiner support. • Assists managers with implementations of new processes. • Scheduling training events, practice sessions and assessments for VCS Examiners • This will include following a troubleshooting guide that will be provided to them to help fix and triage issues. • Carry out "super user" tasks to help resolve test day issues. • Act as the interface between GIS/China support teams and examiners. • Act as the interface between examiners and Global Examiner hub team. • Delivering efficiency by meeting & exceeding listed KPI's. • Process transactions as per process guidelines. • Other responsibilities as identified during the development of the role. Stakeholder Management • Develops good working relationships with appropriate colleagues throughout the British Council and in the relevant functional disciplines (VCS, Delivery) to facilitate the effective provision of high quality and customer-focused services and advice. Quality Management • Achieving quality related KPIs of the process. • Ensuring that Process Compliances are followed. • Taking continual improvement initiatives in the process. Internal Customer Focus • Responds knowledgeably and professionally to enquiries within VCS, 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.

The British Council is the United Kingdom's international organisation for cultural relations and educational opportunities. We work with over 100 countries across the world in the fields of arts and culture, English language, education and civil society. Founded in 1934, we are a UK charity governed by Royal Charter and a UK public body. We receive a core UK government grant, and generate additional revenue from a range of contract and fee-earning services as well as voluntary income and philanthropic support.