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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