British Council
Job title:
Test Delivery Officer
Company
British Council
Job description
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.
Pay Band – 6 £25,520-£26,995 plus london weighting £3,300
Contract Type – one year fixed term contract
Location – London – mainly office based
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Requirements -Candidates must have the pre-existing (permanent) right to work in location. Mobility / relocation / visa sponsoring support will not be provided. If you are currently sponsored by the British Council, in a country or regional role, please check with your local/regional HR colleagues if you are able to remain in your current location for this global role.
Closing Date -22nd February 2024 at 23.59 uk time
Role Purpose
The English and Examinations Strategic Business Unit (E&E) is one of three strategic business units in the British Council (the others being Arts and Education & Society) all of which have the remit to build trust for the people of the UK by building relationships through aspects of our language and culture. E&E achieves this by enabling people across the world to access the life-changing education and work opportunities that are created by learning English or gaining valuable UK qualifications. Promoting the English language also provides a medium for communication, helping break down barriers of misunderstanding or mistrust between cultures.
The British Council’s 2020 vision for English & Examinations is to be the world authority in high quality English language teaching, learning and assessment, as well as the International distributor of choice for UK professional and school qualifications.
Examinations business makes a significant contribution to British Council financial sustainability, and as such, it is essential that the business evolves in order to maintain its position in a fast-changing operating context. There is a need to standardise and automate activities across the globe to deliver efficiencies, and there is also a requirement to develop new digital products and services to meet changing customer demands and competitive pressures. In a cost and resource-constrained environment, balancing the on-going requirements and allocation of funds will be critical, as will the integration and planning of the implementation of the different changes across a global network of 110+ countries charged with the on-going delivery of impact and income whilst changing key elements of the supporting operational platform.
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.
There is a new Global Operating Model for Exams being implemented across the business and this role will be key to ensuring delivery of our exams operations at test centre level, working with new systems and processes and ensuring that new ways of working are taken up and adhered to.
Acting in unforeseen situations to solve problems to ensure Test Day is successfully executed
Main opportunities and challenges for this role:
Product/Programme/Service delivery
▪ Undertake the related planning and delivery functions in preparation for Test Days in line with BC process
▪ Receives instructions and requests from country operations, 5 days before Test Day itself and plans and organises given resources accordingly (often at short notice) to ensure that work is carried out efficiently and effectively
▪ Scan dashboards to monitor performance and identify issues
▪ Plan and deploy of engagement plan for Venue Staff
▪ Ensures exam materials are received at Test Centre and stored securely
▪ Works with Business Improvement colleagues with the continuous improvement in operational capability, efficiency and cost effectiveness
▪ Uses a range of standardised systems and processes to plan and coordinate timely and cost-effective logistical support to enable the delivery of services to a range of customers (internal and/or external)
Customers & stakeholders
▪ 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 service/project/task delivery or customer experience.
▪ Supporting continuous improvement in the efficiency/cost effectiveness/quality of service delivery/systems in the unit or department
▪ Proactively work with Operations Manager 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.
▪ Develops good working relationships and engagement with Venue Staff and appropriate colleagues throughout the BC to facilitate effective and efficient service delivery.
▪ Act as point of contact and manage escalated issues in country from Venue Supervisors and Venues, supported by Operations Manager / Cluster team when required.
Risk & compliance
▪ Uses standardised processes to monitor compliance with agreed corporate risk management procedures relevant to service delivery
▪ Undertake contingency and risk management on the ground, liaise with Customer Service, Examiner or Venue Staff to ensure alignment on communications Leads in providing support related to compliance or investigations on Test Day and related issues.
▪ 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.
▪ Conducts analysis of regional operations and delivery information and compiles business reports for business planning and as required for audit, incident & investigation.
▪ Presents information to enable evidence-based operational decision-making and planning.
▪ 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.
Leadership & management
▪ Assists with effective team working across Operations in country and ways of working with Commercial/Business Development
▪ 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/monthly time horizon.
▪ Shares intelligence and ideas to support senior managers in identifying/ developing / implementing new or improved operational plans.
▪ Tasks and coordinates others (e.g. internal colleagues or external contractors/suppliers) to complete time-limited, straightforward activities, within established procedures, in order to ensure efficient delivery of services. Monitors task completion to agreed quality and time standards.
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
Desirable
Experience working in Exams
Experience of supporting on delivery of computer-based exams
What you will receive in return
- 32 days annual leave plus statutory public holidays and half day privilege Christmas leave
- Non-contractual discretionary annual performance bonus
- Extensive and generous family friendly benefits
- Extensive range of voluntary benefit options
- Outstanding defined benefit career average Civil Service Pension Scheme which includes life cover and pensions for eligible dependants, e.g., Spouse, civil partner, partner, dependent children
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.
Expected salary
£25520 – 26995 per year
Location
London
Job date
Sat, 10 Feb 2024 05:33:51 GMT
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