British Council
Website:
britishcouncil.org
Job details:
We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, and creativity.
Working with people in over 200 countries and territories, we are on the ground in more than 100 countries.
We connect. We inspire.
Pay Band: 5
Country/Location: Noida, India
Department: GSS English & Exams (IELTS Online)
Contract Type: Fixed term contract
Contract Duration: 1 year
Role Description/Purpose
The responsibilities of this role include assessing process knowledge and skills during interviews, conducting training needs analyses for existing staff (including new hires), developing process training materials, facilitating on-the-job language coaching, and assessing the outcomes of coaching sessions.
Role Accountabilities
We are seeking a skilled and passionate
Communications Trainer to join our Business Process Services (BPS) team in Noida (NCR). Supporting a 24/7 operation across multiple business processes, this role is critical in developing the communication and language capabilities of employees working in both back-office and customer-facing environments across voice, chat, and email channels. With a workforce of approximately 300–400 employees, you will play a key role in enhancing communication effectiveness, improving customer interactions, and supporting overall business performance. Employment is subject to successful background verification, and the role operates within a secure environment where personal belongings, mobile phones, and other electronic devices are not permitted in operational areas.
As a Communications Trainer, you will partner with hiring managers to assess candidates’ communication and language proficiency during the recruitment process, developing assessment materials and providing recommendations to support hiring decisions. You will identify training needs across the business, design and deliver engaging communication and soft-skills training programmes, and create relevant learning content and training frameworks. The role also involves conducting coaching sessions, evaluating communication quality, and measuring training effectiveness through performance indicators such as quality scores, customer satisfaction results, and sales conversion outcomes. Working closely with process trainers, quality analysts, and team leaders, you will provide constructive feedback and targeted coaching to accelerate employee development and performance improvement.
The ideal candidate will be an excellent communicator with a strong passion for learning and development, capable of building meaningful relationships across teams and influencing positive behavioural change. You will be responsible for managing training logistics, maintaining training records, and ensuring all activities align with organisational compliance and information security requirements. A commitment to upholding company policies, promoting a culture of continuous learning, and ensuring adherence to information security standards will be essential for success in this role.
Qualifications & Experience
- Education: Bachelor’s degree
- Excellent English communication skills.
- 3–5 years of overall experience, including a minimum of 2 years' experience as a Voice and Accent Trainer, preferably in a call centre environment.
- Experience in delivering training improvement initiatives related to NPS, CSAT, upselling, and similar performance metrics.
- Knowledge of and experience with Training MIS and reporting.
- IELTS certification at an advanced level or an equivalent industry-recognized certification.
- Knowledge and understanding of customer service principles and practices across voice, email, and chat channels.
- Proficient in Microsoft Office applications, including Word, Excel, and PowerPoint.
- Proactive approach with strong problem-solving, analytical, and resolution skills.
Further Information
Right to Work: Locally recruited
Applications are welcomed from candidates currently in this location with a natural right to work.
Applications are also welcomed from candidates currently based in other British Council country offices. However, please note candidates must have a natural right to work in the country, on a permanent basis, as immigration clearance and/or on-going visa support is not provided by the British Council for this role. Relocation support is also not provided.
India (OCI)
Overseas Citizen of India (OCI) card holders will need have, or be able to obtain, a valid special work permit issued from Government of India (GOI) to work in the British High Commission (BHC). BHC will not be able to sponsor work visas or obtain/ assist with the special work permit from GOI. Offers of employment made to OCI card holders will be conditional upon candidates obtaining a special work permit.
Note: For requisite special permission to take up employment in any foreign Diplomatic Missions in India, OCI Cardholder must visit https://ociservices.gov.in
Work Schedule: This is a 24/7 on-site role with rotating shifts, including night shifts. The position offers two days off per week, which may not always fall on weekends. Flexibility and adaptability to a continuous shift-based environment are essential. There is no hybrid work arrangement for this position and it requires working onsite five days a week.
A connected and trusted UK in a more connected and trusted world.
Equality, Diversity and Inclusion Statement
We are committed to equality, diversity and inclusion and welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work. The British Council is a Disability Confident Employer. The Disability Confident scheme helps challenge attitudes, increase understanding of disability and ensure staff are drawn from the widest possible pool of talent. We guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.
Safeguarding Statement
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 in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.
If you experience any difficulties with submitting your application, please email askhr@britishcouncil.org
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