Computer Delivered Exams Coordinator

Job Description

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 others 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 PurposeThe purpose of this role is to ensure exams operations and supporting resources meet customer experience requirements in the delivery of Computer-delivered IELTS, ACCA, APTIS and other UK Qualification exams.The role is to support the operational, system and technical issues as well as ensure efficient, effective and compliant Test Day delivery.Post may also be required to work in flexible shift patterns depending on business needs.Main Accountabilities:Service delivery

• Undertake the related planning and delivery functions in preparation for Test Days
• 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
• Provides technical assistance leading up to and on the test day
• Plan and deploy of engagement plan for Venue Staff
• Supervises and monitors administration of tests by proctors and supervisors; ensures that test instructions are accurate and that appropriate testing environment are maintained
• Ensures technical compliance of equipment and connectivity at test venues
• Keeps informed of advancing technology in standardized test administration, computer-based testing and associated software
• Supports decisions of CBE manager with the selection of venue staff, sets performance expectations and maintains positive relations
• Supports the selection of suitable venues

Customers Relationship

• Supporting continuous improvement in the efficiency/cost-effectiveness/quality of service delivery/systems in the unit or department
• Proactively work with CBE 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 British Council to facilitate effective and efficient service delivery
• Act as point of contact and manage escalated issues in the country from Venue Supervisors and Venues, supported by Operations Manager / Cluster team when required.
• Provides routine direction, information and advisement to students and prospective students in regard to testing policies, procedures and outcomes

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 on 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
• Ensures that all test administration is carried out in compliance with examination board policies, regulations, guidelines and standards.
• Carry out health and safety inspection of British Council exam venues to meet with corporate and awarding body guidelines

Analysis and 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
• Supports wash-up meetings to review Test Day performance delivery, continual improvement and corrective actions
• Monitors dashboard on B2B and B2C service level for Computer-based exam registration systems

About You (essential requirements for the role)? University Degree or relevant working experience for 2 years in a similar environment? Language requirements: B2 written and spoken English? Experience in exams operations? Experience with risk and compliance? Experience in working with tight deadlinesDesirable requirements for the role? Language requirements: ArabicFurther Information? Role: Computer Delivered Exams Coordinator - Kuwait? Number of positions:1? Pay Band: H/4? Location: Kuwait? Contract type: Indefinite contract? Closing date: 31 July 2022 (23:59 Gulf Standard Time)? Salary: The salary for this position is KD420 along with Housing allowance of KD80.? Other: This role is open to candidates who have the right to work in Kuwait.A connected and trusted UK in a more connected and trusted world.Equality , Diversity, and Inclusion(EDI) StatementThe 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 iscommitted 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 askhr@britishcouncil.orgPlease 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.

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