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.
Location: United Arab Emirates
Contract: Hourly Paid (Non-Permanent Worker)
Start Date: as soon as possible
Company: British Council
Role Purpose
This role will support the IELTS Relationship Management team in a range of administrative duties (primarily result verifications), and stakeholder engagement initiatives designed to develop, maintain, and increase stakeholder satisfaction and recognition.
Main opportunities/challenges
- To administer the reception and processing of result verification enquiries from IELTS Recognising Organisations (ROs), making appropriate determinations, liaising with other teams as appropriate, and responding to the RO within the SLA timeframe.
- Work with key stakeholders such as educational organisations, corporate clients etc., with the aim of reinforcing positive perceptions and recognition of the IELTS brand.
- To contribute to improving the quality of our relationships and engagement activity with stakeholders and IELTS ROs, sharing best practice as appropriate.
Main accountabilities
Account and stakeholder management
- Ensure maintenance of positive relationships with existing IELTS ROs
- Manage IELTS results verification enquiries, logging in required systems and reporting where required.
- Support maintenance of the Salesforce entries for both existing ROs and new leads
- Support data reporting processes and stakeholder information compilation
- Respond to incoming RO queries promptly, efficiently, and accurately.
- Deals with enquiries forwarded by British Council Customer Services, escalating as appropriate.
- Monitors the specific team inboxes responding to day-to-day communications.
Brand/Product knowledge and promotion
- Respond to queries from present and potential recognising organisations; resolve issues where possible.
- Ensure enquiries are responded to using appropriate tone of voice.
- Create appropriate reports and presentations for the IELTS product, and especially to demonstrate the volumes of enquiries received from customers.
Person Specification
Language requirements
- English at CEFR Proficiency Level C1 (Minimum/essential)
Qualifications
- University Degree (Minimum/essential)
- Business or Education qualification (Desirable)
Key relationships
Internal
- Partnerships manager, Higher Education, IELTS
- IELTS Account managers
- Global Relationship Management team
- Global IELTS team
- Global Business Assurance Team
- Marketing team
External
- Representatives from institutions, organisations, immigration, and professional bodies
- Representatives from UK Higher Education sector
Role Specific Knowledge & Experience
- Demonstrable experience of successful engagement with clients/ stakeholders (Minimum/essential)
- Demonstrable experience of successfully and positively representing a global organisation /product (Minimum/essential)
- Demonstrable experience of working accurately with data, recording, assessing, and drawing conclusions (Minimum/essential)
- IELTS product knowledge (Desirable)
- Experience working with Exams stakeholders (Desirable)
Role specific skills
- Competent with Microsoft Office Suite
- Salesforce CRM
- Working with bespoke data and reporting systems
British Council Core Skills
Communicating and influencing (Level 2)
- Displays good listening, writing, and speaking skills, setting our logical arguments clearly and adapting language and form of communication to meet the needs of different people/audiences.
Managing projects (Level 3)
- Analyses requirements with the sponsor/stakeholders, defining the specification with awareness of equality and diversity impact, planning, revising, implementing, and evaluating on small-to-medium scale and/or low risk projects.
Analysing Data and Problems (Level 2)
- Reviews available data and identifies cause and effect, and then chooses the best solution from a range of known alternatives.
Using Technology (Level 2)
- Works as an advanced practitioner in the use of MS Office software
British Council Behaviours
- Connecting with others (Essential)
- Actively appreciating the needs and concerns of myself and others (More demanding)
Further Information
- Number of positions :01
- Pay Band: G/6-ARE
- Payment terms - Hourly paid rate
- Contract type- Hourly paid Contract
- Contract duration- 3 Months
- Other requirements: Selected candidate will undergo appropriate police checks and must obtain three satisfactory references.
- Application Closing date: 22 April 2024.
Note:-
- This role is open only to candidates who have the right to work in UAE.
- There is no relocation or sponsorship support.
A connected and trusted UK in a more connected and trusted world.
Equality , Diversity, and Inclusion (EDI) Statement
The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.
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.
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