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Test Day Coordinator, Kenya

 Role Purpose

To ensure effective and efficient delivery of Exams.  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.   This role will be required to work test days which will involve weekend work as part of the contracted hours.

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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.

Main accountabilities but not limited to the following:

  • The post-holder will undertake the related planning and delivery functions in preparation for Test Days in line with British Council process
  • 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
  • Scan dashboards to monitor performance and identify issues
  • Plans and deploys engagement plan for Venue Staff
  • 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 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.
  • 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, 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.
  • 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.
  • 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.

Essential Requirements

Role specific knowledge and experience:

  • 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
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Desirable requirements

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

Further Information

Pay band: 4

Salary: KES 153, 983.00

Contract type: Fixed Term- Indefinite

Alternative locations the role could be based: Nairobi

Department: Exams

Closing Date – 31 October 2021 applications will close 23:59 Nigeria Time

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