The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language. We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK. These connections lead to an understanding of each other’s strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

Role Purpose

The post holder is ensure effective and efficient delivery of Exams in Addis Ababa Ethiopia. To handle confidential materials during the multiple exchanges in country/location in accordance to compliance standards. To manage Venue Supervisor engagement, relationship and performance.

Main Accountabilities But Not Limited To The Following

The appointed candidate will have the following accountabilities, responsibilities and main duties:

• Undertakes the related planning and delivery functions in preparation for Test Days in line with British Council processes
• Receives instructions and requests from cluster operations, 5 days before Test Day and plans and organises given resources accordingly (often at short notice) to ensure that work is carried out efficiently and effectively.
• Supports tasks to reconcile exam materials and papers received are as per plan, report and escalate any discrepancies.
• 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
• 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)
• 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.
• Supports continuous improvement in the efficiency/cost effectiveness/quality of service delivery/systems in the unit or department
• Proactively works with Operations Manager Malawi 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.
• 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.
• 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.
• 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.

As with any business that experiences peaks and troughs of activity, there is likely to be a need to work outside office hours from time to time.

Role Specific Knowledge And Experience

The successful candidate will need to possess the following requirements:

• University degree in any subject or relevant qualification
• 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.
• Track record of working in a tightly controlled process driven environment

Desirable

• Experience working in Exams environment
• Experience of leading on delivery of computer-based exams

Further Information

Pay band: 4

Salary: ETB 22,550.00

Contract type: Fixed Term 12 Months

Alternative locations the role could be based: Zimbabwe

Department: English and Exams

Essential Requirements– Role holder must have existing rights to live and work in the country the role is based.