Examination Operations Officer

Role Purpose: The purpose of this role is to ensure effective and efficient delivery of Exams within a small or remote exams office location. The role would apply to any designated exam products or services and may be revised as required. Main accountabilities but not limited to the following: Product Service Support Undertake the related planning and delivery functions in preparation for Test Days in line with BC process. Receives instructions and requests from cluster operations, 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. Deploy engagement plan for Venue Staff. Supports decisions of Operations Manager with the selection of venue staff, sets performance expectations and maintains positive relations. Supports the functions of confidential materials handling and the Confidential Materials Room (CMR) to ensure British Council standards are met in set up and day to day operations. Undertakes sorting and packing of exam materials to for designated test venues. Ensures exam materials are received at Test Centre and stored securely. Supports tasks to reconcile exam materials and papers received are as per plan, report and escalate any discrepancies. Undertake handling of suitcases and storage of materials. Ensures the proper procedures and documentation is adhered to when handing over to courier or test day staff. Ensures proper script receipt tracking, packing and return OR scanning, store and shredding. Supports the selection of suitable venues, planning for Test Day resources ordering, quality, distribution and management (e.g. process guides, stationery, branding/signage/ technical equipment – speaking test/hand scanners). Provides timely escalation of issues, enabling the adaptation of work plans where necessary. Test Delivery Support Manage or support the Test Day Supervisor to manage tests delivery. Maintain the integrity and reputation of the British Council and the various examination boards by ensuring that tests are delivered to prescribed customer service, security and administration standards. Inspect the venue to ensure that arrangements meet agreed requirements and standards. Be familiar with the emergency procedures for the test day venue and ensure all venue staff are briefed accordingly. Ensure that all test day records are completed and maintained accurately as required by British Council Examinations Services. Whenever possible, resolve issues that arise on the day according to procedures. Report any incidents, emergencies or breaches of security to the appropriate British Council Examinations Services staff. Promote and ensure the wellbeing of candidates at all times. In case of emergencies, ensure that correct procedures are followed and involve appropriate authorities as required. 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 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. Relationship & stakeholder management 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 and Compliance 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. Ensure adherence to CMR standards and management as set forth and carry out frequent random checks to proactively prevent issues from arising. Provide support and reporting for audits and performance reviews. 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 wash-up meetings to review Test Day performance delivery, continual improvement and corrective actions Finance & Resource Management Monitors and takes responsibility for small-scale resources/cash/stock, following established procedures and ensures that equipment and materials are available and ready to use when needed 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. Role specific knowledge and experience: Essential 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. Requirements Diploma / Degree in any field. This role will be required to work on test days which will involve weekend work as part of the contracted hours. Additional Information Conditions of Employment: Local Direct Hire Applications are welcomed from candidates currently in the location with a natural right to work. Applications are also welcomed from candidates currently based in other British Council country offices. However, please note candidates must have a natural right to work in the country, on a permanent basis, as immigration clearance and/or on-going visa support is not provided by the British Council for this role. Relocation support is also not provided.