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.
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
About You (essential requirements for the role):
Applicants must have the legal right to work in the country where the Post will be based.
Experience working in exams environment
B2 written and spoken English
University Degree or relevant working experience for 2 years in a similar environment