Support Service Hub Agent at British Council in London, England, GB

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: 4 / H

Country/Location: Noida, India

Department: GSS English & Exams (English Operations)

Contract Type: Fixed Term Contract, 1 year

Closing Date: Monday, 31st August 2026 - 23:59 Malaysia Time (GMT +8)

Role Purpose

The role is responsible for providing timely and high-quality customer support for the British Council's digital products and services, ensuring a positive customer experience through effective issue resolution and collaboration with relevant stakeholders.

Role Accountabilities

The role is responsible for providing high-quality customer and technical support across the British Council's digital products and services by managing customer enquiries, resolving technical issues, maintaining digital platforms, and ensuring service delivery meets agreed standards and service levels. The role also supports continuous improvement, maintains accurate operational records, collaborates with internal and external stakeholders, and contributes to delivering an excellent customer experience.

Role specific skills, knowledge and experience

Demonstrable experience in customer service, service desk, technical support, or online customer support within a fast-paced environment, with the ability to manage customer enquiries using CRM and case management systems. Experience supporting digital platforms or Learning Management Systems (LMS), troubleshooting customer issues, meeting service level targets, and working with global stakeholders. Strong understanding of customer service best practices, data management, and process compliance, with the ability to contribute to continuous service improvement. Experience with reporting tools, Power BI, workflow automation, or service management methodologies is an advantage.

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Further Information

Language: Strong English proficiency is crucial for this role, requiring fluency in both written and spoken communication to effectively navigate British Council systems and international operations.

Education: Any graduate, preferably with a Diploma or equivalent qualification in Information Technology (IT), Communications, or a related field, or equivalent relevant professional experience.

Locally recruited: Applications are welcomed from candidates currently in this location with a natural right to work. Relocation support is not provided.

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