Вакансії: british council

Role purpose
The purpose of this role is to restart exam operations in Ukraine and ensure the effective and efficient delivery of exams within a location. To manage Venue, Venue Staff engagement, relationship, and performance. To coordinate and manage any risk or issue resolution, including coordinating customer communication directly or through customer services. To be the point of contact for global, cluster, and local exams’ managing teams and boards. This role will be required to work test days which might involve weekend work as part of the contracted hours. The initial aim for the role is to set up ACCA exam session delivery with the potential to extend to other exam sessions and products.

• Receive instructions and requests from cluster operations, and plans and organises resources accordingly (often at short notice) to ensure that work is carried out efficiently and effectively

• Scan dashboards to monitor performance and identify issues

• Resource, plan, and deploy the engagement plan for Venue Staff

• Ensure exam materials are received at Test Centre and stored securely

• Leads the selection of venue staff, sets performance expectations and maintains positive relations

• Leads the selection of suitable venues

Customer support

• Receives and responds to inquiries 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

• Supporting continuous improvement in the efficiency/cost effectiveness/quality of service delivery/systems in the unit or department

• Proactively work with Regional Exams Team 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.

• Develop 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 country from Venue Supervisors and Venues, supported by 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 British Council 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 wash-up 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.

Threshold requirements: Right to reside and work in Ukraine

Role Specific Knowledge & Experience
Minimum / essential

• Experience working in a busy operational environment/event management 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

Further Information
Requirements – Candidates must have the right to work in Ukraine
Pay Band – Local Pay Band 6/G
Gross Monthly Salary – from 48 000 UAH depending on experience and qualifications
Contract Type – 3-months fixed term, non-permanent contract
Job type – Full-time
Location – Kyiv/Ukraine
Closing Date – Monday the 27th of January 2025, applications will close 23:59 CET