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.
Role Purpose
The purpose of this role is to ensure exams operations and supporting resource meet customer experience requirements and ensure exams integrity on the ground. This role is ultimately responsible for efficient, effective, and compliance of exams delivery, managing cost, risk and contingency on the ground and setting standards, developing, and managing the performance of their team.
The post holder will be required to support other locations in the country and may be required to extensively travel in such circumstances. Post may also be required to work in flexible shift patterns depending on business needs.
Role context
The purpose of this role is to ensure the efficient, effective operational co-ordination and delivery of all Exams and projects at the right cost and customer experience. The role supports clients & customers on operational, system and technical issues and report issues and resolutions to the Operations Manager.
You will also provide technical support for all digital devices during exams sessions. This includes ensuring that the necessary devices are in good working order, properly set up and ready for exam use. Further to this, you will need to be on standby during exam sessions and troubleshoot or escalate issues for prompt resolution.
Key relationships
Internal
- Operations Manager Bahrain & Cluster, Regional Operations Manager, Business Assurance, Country/Geography BD, Planning Manager, Operations Resource Manager, Customer Services, Finance, Resource, HR, GIS, Procurements, Country Director
External
- Venue Staff, Examiners, Venues, Exam partners and agents; Exam Boards; Receiving Organisations; Exam candidates, B2B Customers, Technical support providers.
Main accountabilities:
Service Delivery:
- Receives instructions and requests from operations manager and organises given resources accordingly (often at short notice) to ensure that work is carried out efficiently and effectively
- Adapts work plans where necessary to 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 plan and coordinate effective, timely and cost effective logistical support to enable 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
- Oversee all operations at test venues for all exam products. This includes the management of all staff, the oversight of all procedures and the troubleshooting of any problems
- Procures new venues as per operational capacity requirements
Customers/ Relationship and stakeholders:
- Takes end-to-end accountability for 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 regard to testing policies, procedures, and outcomes.
- Develops good working relationships with appropriate colleagues throughout the BC 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 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 (Essential)
- Arabic (Desirable)
Education
- University Degree or relevant working experience for 2 years in a similar environment (Essential)
Role Specific Skills
- Ability to adapt to fast-changing business requirements.
- Flexibility to work across locations.
Role Specific Knowledge & Experience
- Experience working in exams environment (Essential)
- Experience managing operations (Desirable)
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.
Able, with adjustments, if necessary, to use office software and British Council systems to do the job and manage documents or processes.
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.
- The behaviours for each values pair can be found on our Intranet SharePoint site for internal staff and at our Careers portal for external applicants.
Further Information
- Number of positions :01
- Pay Band: H/4-BHR
- Working days and hours: Sunday to Thursday. Evening and weekend working might be required depending on the business need.
- Payment terms -Hourly paid rate
- Contract type- Hourly paid Contract
- Contract duration- 01 August to 30 November 2024
- Other requirements: Selected candidate will undergo appropriate police checks and must obtain three satisfactory references.
- Application Closing date: 14 July 2024
Note:-
- This role is open only to Bahrain nationals.
- 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
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.
