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Kampala, Uganda
Full-time
The British Council is a renowned international organization dedicated to fostering cultural exchange, education, and opportunities that strengthen relationships and build trust between the UK and other nations. With a solid reputation as a global leader in education and cultural engagement, the British Council is recognized for its positive impact on society, driving change through learning and cultural collaboration.
The organization fosters a supportive work culture that values creativity, innovation, and the personal growth of its employees, offering diverse career opportunities across the world with flexible working arrangements. Established in 1934, the British Council has evolved into a global entity with a presence in over 100 countries, working to promote English language learning, arts, education, and development through innovative initiatives.
The organization’s business model focuses on leveraging its cultural and educational expertise to provide services that contribute to societal development. With a large international workforce and a wide-reaching network, the British Council’s core values of integrity, professionalism, and collaboration guide its operations. Through its corporate social responsibility efforts, it works to improve lives and communities by providing educational resources, advocating for inclusion, and supporting global development initiatives. To learn more about the British Council, visit their website at www.britishcouncil.org.
Exams Operations Support Assistant job at The British Council
The British Council
The purpose of this role is to ensure effective and efficient delivery of Exams. To manage Venue Supervisor engagement, relationship, and performance. Coordinate and manage any risk or issue resolution, including coordination of customer communication directly or through customer services. To be the 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.
Main accountabilities but not limited to the following:
Product Service Support
Undertakes the related planning and delivery functions in preparation for Test Days in line with BC processes
Receives instructions and requests from cluster operations, 5 days before Test Day itself and plans and organizes 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
Customer support
Receives and responds to inquiries from/to customers and maybe 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
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
Supports continuous improvement in the efficiency/cost-effectiveness/quality of service delivery/systems in the unit or department
Proactively works with the 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.
Risk and Compliance
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 BC 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 meetings to review Test Day performance delivery, continual improvement, and corrective actions.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
SERVICES
COMMERCIAL
SERVICES
COMMERCIAL
SERVICES
COMMERCIAL
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Role-specific knowledge and experience:
Essential requirements:
Diploma from any field
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.
Desirable:
Bachelor’s degree from any field
Experience working on Exams.
Experience in supporting the delivery of computer-based exams.
Further Information
Pay Band – 4
Remuneration: UGX 3,398,336 Gross Per Month
Contract Type – 6 Months Fixed Term Contract
Location – Kampala, Uganda
Department/Function - English and Exams
Additional information
Language requirements: Strong written and oral English communication skills.
The Role holder must have existing rights to live and work in the country the role is based.
Closing Date – 18 January 2024. Applications will close at 23:59 East Africa Time
APPLICATION FOR THIS POSITION MUST BE DONE ONLINE:
Are you interested? Click the "APPLY" button below to submit your application.
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