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Test Day Delivery Assistant

3 meses atrás

Lisboa, Lisboa, Portugal British Council Tempo inteiro
Test Day Delivery Assistant

Date:26 Jun 2023

Location:
Lisbon, European Union, PT

Company:
British Council

Transformation has resulted in changes in skills requirements, roles, and numbers of roles required in the new operating model.

The roles in the new operating model will be restricted to employees in the selection pool in the first instance.

Selection for any jobs that remain unfilled following the agreed selection process will be conducted in line with the Global Recruitment policy.


Test Day Delivery Assistant - Lisbon

Role Purpose
The purpose of this role is to ensure effective and efficient delivery of Exams within a location. To support the management of Venue Staff and Examiner engagement, relationship and performance.

To co-ordinate and manage, and escalate where required, risks or issue resolution, including co-ordination of customer communication directly or through customer services.

This role will be the point of contact for Venues/Venue Supervisors on the day.

Main opportunities and challenges for this role:

  • There is a new Global Operating Model for Exams being implemented across the business and this role will be key to ensuring delivery of our exams operations at test centre level, working with new systems and processes, and, ensuring that new ways of working are taken up and adhered to.
  • Acting in unforeseen situations to solve problems to ensure Test Day is successfully executed

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 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.
  • Plan and deploy of engagement plan for Venue Staff.
  • Arranges transport of confidential materials and resources required on test day to the exam venue.
  • 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.
  • Supports planning for Test Day resources ordering, quality, distribution and management (e.g. process guides, stationery, branding/signage/ technical equipment speaking test/hand scanners/CICO devices).
  • Provides timely escalation of issues, enabling the adaptation of work plans where necessary.
  • Supports continuous improvement in efficiency/cost effectiveness/quality of service delivery in the team.
  • Conducts checks on processes, customer journey and test delivery quality, including Venue Audits and Venue staff Monitoring.

Test Day Support

  • Where appropriate this role will be part of a team carrying out Duty Officer duties on a rotational basis supporting test day delivery. The test day roster will include some early morning and weekend cover.

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, logístical 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 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.
  • 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.
  • Provides 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, antifraud 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 report