Role Purpose
The purpose of this role is to support exams operations and help ensure exams integrity on the ground. This role will need to ensure resources meet pre-agreed customer requirements. This role is responsible for efficient, effective and compliant Test Day delivery, supporting operations on the ground, setting standards and guiding venue staff.
The role will need to be on standby during exam sessions and troubleshoot or escalate issues for prompt resolution.
Main opportunities/challenges:
• Upholding compliance standards and efforts to standardize
• Motivating and driving team performance of venue staff
• Improving the customer / candidate experience
• Ensuring compliance to QCA and Exams board standards
• Support Test Day Operations for the Dubai & NE
Main accountabilities:
Service Delivery
• Receives instructions and requests from Test Day Officer and organises given resources accordingly (often at short notice) to ensure that work is carried out efficiently and effectively
• Adapts work plans based on the Test Day Officer s recommendations and where necessary meet customer expectations.
• Supervises and monitors administration of tests by proctors and supervisors; ensures that test instructions are accurate and that appropriate testing environments are maintained.
• Uses a range of standardised systems and processes to support the delivery of high quality services to a range of customers (internal and/or external)
• Keeps informed of advancing technology in standardized test administration, computer-based testing, machine scoring, and associated software
Customers/ Relationship and stakeholders
• Assisting in researching and obtaining satisfactory and timely resolution of complex/escalated customer (internal or external) operational complaints and issues, coordinating input from other colleagues/departments/managers as required, to do so.
• Provides routine direction, information, and advisement to students and prospective students in regards to testing policies, procedures, and outcomes
• Develops good working relationships with appropriate colleagues throughout the British council to facilitate effective and efficient service delivery
• Develops strong relationships with British Council owned and managed venues and provides feedback for improvements as per audit standards
Risk and compliance
• Uses standardised processes to monitor venue staff compliance with agreed corporate risk management procedures relevant to service delivery (e.g. child protection, security policies, financial protocols, anti-fraud measures) to protect the interests of the British Council and its customers at all times.
• Supervises venue staff which typically includes recommendations for performance evaluation, work allocation, and problem resolution
• Ensures that all test administration is carried out in compliance with relevant university and higher education policies, regulations, guidelines, and standards.
Risk and compliance
• Uses standardised processes to monitor team/unit compliance with agreed corporate risk management procedures relevant to service delivery (e.g. child protection, security policies, financial protocols, anti-fraud measures) to protect the interests of the BC and its customers at all times.
• Supervises venue staff which typically includes recommendations for hiring, firing, performance evaluation, training, work allocation, and problem resolution
• Ensures that all test administration is carried out in compliance with relevant university and higher education policies, regulations, guidelines, and standards.
• Carry out health and safety inspections of British Council exam venues to meet with corporate and awarding body guidelines.
Person Specification:
Language requirements
• B2 written and spoken English (Minimum/essential)
• Arabic (Desirable)
Qualifications
• University Degree
Role Specific Knowledge & Experience
• Experience working in Exams environment (Minimum/essential)
• Experience managing operations in Exams environment (Minimum/essential)
• Knowledge of British Council Quality and Compliance policy (Desirable)
Role specific skills
• Team player
• Ability to work efficiently, productively and manage time well
• Excellent Microsoft Applications skills
British Council Core Skills
• Planning and organizing Level 2 - Organises own work over weeks and months, or plans ahead for others, taking account of priorities and the impact on other people.
• Analysing data and problems Level 1- Breaks down problems into a list of tasks to be done and decides on appropriate action.
• Using technology Level 1 - Able, with adjustments, if necessary, to use office software and British Council systems to do the job and manage documents or processes.
• Managing risk Level 2 - Has track record of identifying and highlighting risks and suggesting mitigating actions.
British Council Behaviours
• British council values and behaviours are applicable across our organisation, in all roles and at all levels. They are important because they say what we stand for at the British Council and help us to deliver our strategy. We use them to guide our decision making, as well as guiding how we treat one another and the people we work with. These will be assessed in the selection process. Our values are: Open and Committed; Expert and Inclusive; Optimistic and Bold.