JOB DETAILS:
Role Purpose

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.

Main Accountabilities:

Product Service Support
• Undertakes the related planning and delivery functions in preparation for Test Days in line with BC processes
• Receives instructions and requests from cluster 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

• Plans and deploys engagement plan for Venue Staff
• Ensures exam materials are received at Test Centre and stored securely

• Supports decisions of Operations Manager with the selection of venue staff, sets performance expectations and maintains positive relations
• Supports the selection of suitable venues
• 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 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.

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 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.
• Acts as point of contact and manages escalated issues in country from Venue Supervisors and Venues, supported by Operations Manager / Cluster team when required.

Risk and Compliance
• Undertakes contingency and risk management on the ground, liaises 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
• 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.
• Leads meetings to review Test Day performance delivery, continual improvement and corrective actions

Managing self & others
• 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.
• 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.

About You (essential requirements for the role):
• The British Council systems and global processes operate in English. Excellent written and verbal proficiency in English is must (Minimum of IELTS Band score 7 (in each component)).
• University Degree or equivalent professional experience
• Experience in a customer focused environment
• Operational Management
• Process Improvement
• Communication