Openings at British Council

Role Purpose

The purpose of this role is to ensure effective and efficient delivery of Exams within a busy exams environment. To handle confidential materials during the multiple exchanges in country/location in accordance with compliance standards. To manage Venue Supervisor engagement, relationship and performance.  To co-ordinate and manage any risk or issue resolution, including co-ordination of customer communication directly or through customer services.  To be point of contact for Venues/Venue Supervisors on the day. This role will be required to work test days which will involve weekend work as part of the contracted hours 

Main accountabilities but not limited to the following:

Product Service Support

• Undertakes the related planning and delivery functions in preparation for Test Days in line with British Council processes
• Deploys engagement plan for Venue Staff. Supports decisions of Operations Manager South Africa with the selection of venue staff, sets performance expectations and maintains positive relations.
• Supports the functions of confidential materials handling and the Confidential Materials Room (CMR) to ensure British Council standards are met in set up and day to day operations.
• Undertakes sorting and packing of exam materials to for designated test venues. Ensures exam materials are received at Test Centre and stored securely
• Supports the selection of suitable venues, planning for Test Day resources ordering, quality, distribution and management (e.g. process guides, stationery, branding/signage/ technical equipment – speaking test/hand scanners)

Customer support

• Receives and responds to enquiries from/to customers, and may be a specific point of reference on queries relating to an area of nominated expertise or responsibility.  Identifies where more complex issues require resolution by others and refers them on accordingly
• Recognises and understands the impact of incidents arising (e.g. complaints, resourcing problems, logistical or technical difficulties) and proactively alerts the team leader to any issues of concern that are likely to impact test delivery or customer experience.

Relationship & stakeholder management

• Supports continuous improvement in the efficiency/cost effectiveness/quality of service delivery/systems in the unit or department
• Proactively works with Operations Manager South Africa to deliver satisfactory and timely resolution of customer (internal or external) complaints, coordinating input from
• Develops good working relationships and engagement with Venue Staff and appropriate colleagues throughout the BC to facilitate effective and efficient service delivery.

Risk and Compliance

• Undertakes contingency and risk management on the ground, liaises with Customer Service, Examiner or Venue Staff to ensure alignment on communications.  
• Follows agreed corporate risk management processes and procedures when delivering services (e.g. child protection, security policies, financial protocols, anti-fraud measures) to protect the interests of the BC and its customers at all times.

Analysis & Reporting

• Uses standard procedures and templates, regularly records, analyses and reports on operational activity such as venue staff performance to support senior managers in making timely and effective business decisions that respond to operational needs.

Finance & Resource Management

• Monitors and takes responsibility for small-scale resources/cash/stock, following established procedures and ensures that equipment and materials are available and ready to use when needed 

Person specification

Minimum requirements:

• Minimum of university degree or equivalent with relevant work experience.
• Experience working in a busy operational environment delivering high levels of customer service.
• Ability to ensure compliance, risk and security standards are monitored and maintained.

Desirable:

• Experience working in Exams
• Experience of supporting on delivery of computer based exams
• Track record of working in a tightly controlled process driven environment

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Role Purpose

The purpose of this role is to ensure effective and efficient delivery of Exams. To manage Venue Supervisor engagement, relationship, and performance. To co-ordinate and manage any risk or issue resolution, including co-ordination of customer communication directly or through customer services. To be point of contact for Venues/Venue Supervisors on the day. This role will be required to work test days which will involve weekend work as part of the contracted hours.

Main accountabilities but not limited to the following:

• Undertakes the related planning and delivery functions in preparation for Test Days in line with BC processes.
• Receives and responds to enquiries from/to customers and may be a specific point of reference on queries relating to an area of nominated expertise or responsibility.  Identifies where more complex issues require resolution by others and refers them on accordingly.
• Supports continuous improvement in the efficiency/cost effectiveness/quality of service delivery/systems in the unit or department.
• Undertakes contingency and risk management on the ground, liaises with Customer Service, Examiner or Venue Staff to ensure alignment on communications.
• Proactively work with Operations Managers to deliver satisfactory and timely resolution of customer (internal or external) complaints, coordinating input from other team members as required. Ensures the customer is kept informed throughout the process. (Complaints focused on test day incidents).  
• Recognises and understands the impact of incidents arising (e.g. complaints, resourcing problems, logistical or technical difficulties) and proactively alerts the team leader to any issues of concern that are likely to impact service/project/task delivery or customer experience.
• Uses standard procedures and templates, regularly records, analyses, and reports on operational activity such as venue staff performance to support senior managers in making timely and effective business decisions that respond to operational needs.
• Monitors and takes responsibility for small-scale resources/cash/stock, following established procedures and ensures that equipment and materials are available and ready to use when needed.
• Plans and prioritises own work activities, which span across a range of different work streams, responding to changing and at times competing requirements to ensure effective delivery of responsibilities over a weekly or monthly time horizon.

Role specific knowledge and experience:

• Experience working in a busy operational environment delivering high levels of customer service.
• Ability to ensure compliance, risk, and security standards are monitored and maintained.

Minimum requirements:

• University degree in any subject or relevant qualification

Desirable:

• Experience of supporting delivery of computer-based exams
• Post-graduate qualification