Customer Service/Examinations Assistant at British Council

Reports To: Exams Services Manager, Abuja

Purpose of job:

• To support the achievement of country plan objectives in Nigeria by delivering examinations administration support and customer services. 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.

Context and environment:

• Customers and enquirers engage with the British Council Nigeria for a number of purposes with the majority being for examinations.
• The post holder will be part of a team of 6 in Abuja who administer the growing exams business ensuring quality and compliance as well as control of income and expenditure to deliver on target. This role will support the delivery of exams in Abuja in addition to assisting with customer services.

Main Duties and Responsibilities

• 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.
• Customer Service: Complaints, comments and feedback are dealt with in accordance with corporate policy and the Exams Quality Standards. All service registration procedures (e.g. Exams, Certification and other programme registration) are fully understood and implemented to agreed standards.
• 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: Assist with market testing of venues and other suppliers. Assist with data collection for marketing purposes. Regularly attend staff meetings to both gain and impart knowledge about our customers, products and services. Assist with any other duty examinations management deem necessary.

Skills and Knowledge

•     Ability to use Microsoft Office Word and Excel.
•     Ability to read and write in English at C1/IELTS 7.0/CAE level. Knowledge of the education and qualification systems in the UK and Nigeria.

Experience

•     Dealing with customers and enquiries in a service environment and providing service within quality standards.
•     Working quickly and accurately to tight deadlines.
•     Experience of administering examinations.
•     Experience of managing/supervising a group of people to achieve a specific purpose.

Qualifications

•     Completed secondary education to ‘A’ level standard or equivalent.
•     University degree in any subject.
•     BTEC Examinations Administration Level 1.