Customer Service/Examinations Assistant at British Council

Pay Band: Locally appointed Grade J
Region: Sub Saharan Africa
Department: English & Exams

Purpose of Job

• To support the achievement of country plan objectives in Nigeria by delivering customer services and examinations administration support.
• To maintain them at the highest professional standards as set out in the British Council's EQS (Examination Quality Standards) and by the Examination Board Partners.

Accountabilities, Responsibilities and Main Duties (including people management and finance)

• Quality: to deliver a high standard of customer service to our customers, schools and exams candidates. Performance is measured by our own Exams Quality Standards and the inspection visits from Cambridge International Exams and other examination boards.
• Finance: all British Council standards for managing finances are met with relation to managing Purchase Orders, reconciling income, managing contracts and procurement.
• Reliability: to ensure examinations are delivered securely according to board requirements

Main Duties
Customer services:

• To provide services that support British Council examination candidates.
• Front desk is always manned during operational hours
• Visitors are attended to immediately and appropriately
• Phone enquiries answered within 45 seconds of first ring
• Email enquiries are attended to promptly and escalated from regional email centre as per agreed service level agreement
• Payments are collected, receipts issued and accurately posted on the system
• Daily / weekly balanced reconciliations are completed and “parked” on the financial system and spreadsheet.
• Complaints, comments and feedback are dealt with in accordance with corporate policy and the Exams Quality Standards.
• Provide support/assistance to the Exams Team on all aspects of Customer Service and Exams administration
• Use the E-Africa website as the single authoritative source of information for all enquiry handling
• To provide administrative support in the delivery of exams, workshops, seminars and any other project related services in line with Exams Quality Standards (EQS)
• All service registration procedures (e.g. Exams, Certification and other programme registration) are fully understood and implemented to agreed standards.
• Information about the full range of British Council products and services is clearly and confidently articulated to customers, encouraging customer engagement and cross-selling
• To regularly attend staff meetings to both gain and impart knowledge about our customers, products and services
• Regular communication and working is maintained with back-of-house teams

Examinations Administration:

• Providing administrative support in the delivery of examinations. This involves supporting colleagues in pre and post-test/examination administration duties. This includes exams data entry, post-despatch, assisting with session planning/implementation and examination invigilation.
• Supporting Exams Officers in venue staff monitoring and training.
• Conducting venue and school inspections.
• Supporting the wider British Council activities such as workshops, seminars and any other project related services in line with Exams Quality Standards (EQS)

Information Knowledge Management:

• Manage information created and received in compliance with the Council’s information management standards, policies, the UK Data Protection Principles and local legislation.

Other Duties:

• To assist with market testing of venues and other suppliers.
• Assisting with data collection for marketing purposes.
• To regularly attend staff meetings to both gain and impart knowledge about our customers, products and services
• To assist with any other duty examinations management deem necessary.

Key Relationships

• Internal: Customer Services team, Abuja Exams Team, Country Exams Manager, Assistant Country Exams Manager
• External: Venue Staff, IELTS Examiners, Enquirers, Examinations candidates, Venue suppliers.

Other Important Features or Requirements of the Job

• IELTS tests are usually held on Saturdays and Sundays and some early evenings. Professional and vocational examinations are also occasionally held on Saturdays. Roastered working on Sundays and some evenings is required.
• Travel to administer/monitor IELTS tests in centres outside of Abuja may be required.
• Test deadlines are absolute; therefore, out of office hours working may be required to meet these deadlines.
• Overnight stays and weekend working may be required. Flexible working hours during peak periods (May/June & November/December) for CIE, ACCA, University of London etc. is required

Person Specification

• Working together (essential):
• Making it happen (essential):
• Being Accountable (essential)

Assessment Stage:
Interview only

• Creating shared purpose (essential)
• Connecting with others (essential)
• Shaping the future (essential)

Assessment Stage:
These behaviours will be needed to successfully carry out the role, but will not be assessed for recruitment purposes

Skills and Knowledge

Essential:
Customer Service Level 1:

• Ability to use Microsoft Office Word and Excel.
• Ability to read and write in English at C1/IELTS 7.0/CAE level.

Desirable:

• Knowledge of the education and qualification systems in the UK and Nigeria.

Assessment Stage:
Short listing

Experience
Essential:

• Dealing with customers and enquiries in a service environment and providing service within quality standards.
• Working quickly and accurately to tight deadlines.

Desirable:

• Experience in administering examinations.
• Experience in managing/supervising a group of people to achieve a specific purpose.

Assessment Stage:
Short listing and Interview

Qualifications
Essential:

• Completed secondary education to ‘A’ level standard or equivalent.

Desirable:

• University degree in any subject.
• BTEC Examinations Administration Level

Assessment Stage:
Short listing

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