Confidential Materials Room (CMR) and Logistics Officer at British High Commission

Locations: Kano and Port Harcourt
Pay Band: 4
Role Type: Administrative
Job Category: Exams
Department: English & Exams
Duration: Indefinite
Reports to: CMR & Logistics Manager

Role Purpose

• The purpose of this role is to support the safe handling in accordance to compliance standards, of confidential materials by during the multiple exchanges in country/location. This includes movement and activities related to the primary storage area known as the Confidential Materials Room (CMR).

Geopolitical/SBU/Function Overview

• The English and Examinations Strategic Business Unit (E&E) is one of three strategic business units in the British Council (the others being Arts and Education & Society) all of which have the remit to build trust for the people of the UK by building relationships through aspects of our language and culture. 
• E&E achieves this by enabling people across the world to access the life-changing education and work opportunities that are created by learning English or gaining valuable UK qualifications. 
• Promoting the English language also provides a medium for communication, helping break down barriers of misunderstanding or mistrust between cultures. The British Council’s 2020 vision for English & Examinations is to be the world authority in high quality English language teaching, learning and assessment, as well as the International distributor of choice for UK professional and school qualifications.
• The Examinations business makes a significant contribution to British Council financial sustainability, and as such, it is essential that the business evolves in order to maintain its position in a fast-changing operating context. There is a need to standardise and automate activities across the globe to deliver efficiencies, and there is also a requirement to develop new digital products and services to meet changing customer demands and competitive pressures.
• In a cost and resource-constrained environment, balancing the on-going requirements and allocation of funds will be critical, as will the integration and planning of the implementation of the different changes across a global network of 110+ countries charged with the on-going delivery of impact and income whilst changing key elements of the supporting operational platform.

Main Opportunities/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.
• Driving right behavior’s in the team towards greater awareness related to maintaining confidentiality of sensitive exam related materials.
• Implementing improvement actions in the distribution and logistics of handling confidential materials.

Main Accountabilities
Product Service Support:

• Supports the functions of confidential materials handling and the Confidential Materials Room (CMR) to ensure British Council standards are met in set up and day to day operations. 
• Undertakes sorting and packing of exam materials to for designated test venues.
• Supports tasks to reconcile exam materials and papers received are as per plan, report and escalate any discrepancies. 
• Undertake handling of suitcases and storage materials for distribution ordering and budget management.
• Supports planning for Test Day resources ordering, quality, distribution and management (e.g. process guides, stationery, branding/signage/ technical equipment – speaking test/hand scanners)
• Ensures the proper procedures and documentation is adhered to when handing over to courier.
• Ensures proper script receipt tracking, packing and return OR scanning, store and shredding
• 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.

Customer support:

• Receives and responds to enquiries from/to customers (candidates, Exam Bodies, exam colleagues, etc)., 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 service/project/task delivery or customer experience.

Relationship & stakeholder management:

• Carries out instructions and requests from Operations Manager and/or CMR & Logistics Manager efficiently and effectively.
• Builds an understanding of who’s who within the country and wider region to enable effective resolution of issues when they arise

Risk & Compliance:

• Ensure adherence to CMR standards and management as set forth and carry out frequent random checks to proactively prevent issues from arising. 
• Provide support and reporting for audits and performance reviews.
• 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.
• Create awareness within the country team on the importance of maintaining the standards around CMR and distribution of exam related materials, provide feedback if behavioural gaps are observed.
• Provides monthly CMR checks, as required by QCA (or supports CMR & Logistics Manager to achieve).

Finance & resource management:

• Manage courier SLA/performance standards and builds relationship with courier service provider in country, proactively seeking out and updating courier panel so that quality of services and cost elements are in accordance standards.
• 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.
• Coordinates transportation and security requirements for the test day.  Raises POs for care hire needed on test day.
• Manages stock-for-re-sale.  Works closely with Customer Service Team on stock management.
• Manage exam equipment inventory (i.e. CICO tablets)                                                          

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

Key Relationships
Internal:

• Operations Manager, Operations Planning Manager and Operations Pool Manager and respective operational teams
• CMR and Logistics Team and Technical Support
• Exams colleagues in business development and account management
• Business Assurance
• Customer Service
• Finance and Resources Team
• Facilities team

External:

• Courier Companies and Logistics Partners
• Examiners; Venue Staff Role

Role Requirements
Threshold requirements:

• Passport requirements/ Right to work in country - All applicants should have a pre-existing legal status to live and work in Nigeria. British Council will not facilitate/sponsor visa applications and work permits.

Assessment stage: Shortlisting

• Direct contact or managing staff working with children? - NO
• Notes - Police check required due to confidential materials

Person Specification

Qualifications
Minimum / essential:

• University degree in any subject or relevant qualification

Assessment stage: Shortlisting

Role Specific Knowledge & Experience
Minimum / Essential:

• Experience in a relevant role
• Experience in identifying and minimising risk
• Experience in compliance environment
• Experience of working in a high volume, busy operational environment, delivering to standard

Desirable:

• Experience of supporting on delivery of computer based exams

Assessment Stage: Shortlisting

Role Specific Skills (if any)

• Track record of working in a tightly controlled process driven environment

Assessment Stage: Shortlisting AND Interview

British Council Core Skills

• Communicating and influencing (level 1) 
• Communicates clearly and effectively - Listens to others and expresses self clearly, with grammatical accuracy and awareness of a diverse audience in speaking and writing.
• Managing projects (level 1)
• Follows project management disciplines - Works with project management systems and procedures, and has a track record of compliance with them as a project team member.
• Planning and organising (level 1) Is methodical - Able to plan own work over short timescales for routine or familiar tasks and processes.

Assessment Stage: Shortlisting AND Interview

British Council Behaviours

• Connecting with others (Essential):  Making regular opportunities to understand others better Making it happen (Essential): Delivering clear results for the British Council Being Accountable (Essential): Delivering my best work in order to meet my commitments Shaping the future (Essential): Looking for ways in which we can do things better 

Assessment Stage: Interview