Test Day Delivery Coordinator Job Careers – British Council
Job Title: Test Day Delivery Coordinator
Organisation: British Council
Duty Station: Kampala, Uganda
Reports to: Country Operations Manager
About US:
The British Council is the UK’s international organisation for educational opportunities and cultural relations. We create international opportunities for the people of the UK and other countries and build trust between them worldwide. British Council Uganda is based in Kampala and offers a full range of programmes including examinations, project management on behalf of other donors, and its own grant funded projects. British Council has operated in Uganda since 1952 and its aim is to build cultural and educational relations between Uganda and the UK.
Job Summary: The Test Day Delivery Coordinator will 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.
Key Duties and Responsibilities:
Product Service Support
- 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 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
- 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
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 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 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 BRITISH COUNCIL to facilitate effective and efficient service delivery.
- Acts as point of contact and manages escalated issues in country from Venue Supervisors and Venues, supported by Operations Manager / Cluster team when required.
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 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 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.
Qualifications, Skills and Experience:
- The applicants for the British Council Test Day Delivery Coordinator should hold a University degree in any subject or relevant qualification
- 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
- Experience working in Exams advantageous
- Experience of supporting delivery of computer based exams advantageous
How to Apply:
All suitably qualified and interested candidates who so desire to join the British Council in the aforementioned capacity should endeavor to Apply Online by Clicking on the link below. Please further review job requirements and if competent, proceed with the online application.
Deadline: 12th January 2020
: List of Current Job Vacancies / Opportunities in Uganda