- 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.
- 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 test delivery or customer experience.
- Supports continuous improvement in the efficiency/cost effectiveness/quality of service delivery/systems in the unit or department.
- Proactively works 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.
- Undertakes contingency and risk management on the ground, liaises with Customer Service, Examiners and 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.
- 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.
- 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.
- University Degree or relevant qualification
- Experience of leading on delivery of computer-based exams.
- Experience working in an Exams environment.
Exam Test Day Delivery and Logistics Coordinator - Sint-Joost-ten-Node, België - British Council
Beschrijving
We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.
We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.
Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021–22 we reached 650 million people.
Exams Test Day Delivery and Logistics Coordinator
Role Purpose
To ensure effective and efficient delivery of Exams in Cameroon. To handle confidential materials during the multiple exchanges in accordance with compliance standards. To manage Venue Supervisor engagement, relationship, and performance. To co-ordinate and manage any risk or issue resolution, including co-ordination of customer communication directly or through customer services. To be point of contact for Venues/Venue Supervisors on the day.
Main accountabilities but not limited to the following:
Product Service Support
Customer support
Relationship & stakeholder management
Risk and Compliance
Analysis & Reporting
Finance & Resource Management
Role specific knowledge and experience:
Minimum requirements:
Desirable: