Test Day Coordinator at British Council

Contract type: Indefinite
Department: Exams
Pay band: 4

Role Context

• 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.
• Nigeria exam business is the British Council’s largest operation in Sub-Saharan Africa with offices in 4 cities - Port Harcourt in the south, Kano in the north, Abuja the Federal capital, and Lagos the commercial centre. We also have a number of project offices across the country.
• Our 200 staff work across a range of states delivering large scale contracts, partnership programmes, examinations, projects as well as services in Arts, Education & Society and English & Exams.
• We are already delivering exams in about 23 states and have plans to grow and expand our impact even further across Nigeria.  While we partner mostly with UK examination board and institutions to delivers exams, we also have a network of about 400 partner schools locally that sit Cambridge exams through the British Council.

 Role Purpose

• To ensure effective and efficient delivery of Exams in Nigeria. 
• 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.

Main Accountabilities
Main accountabilities but not limited to the following:

• The post-holder will undertake the related planning and delivery functions in preparation for Test Days in line with British Council process
• 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.
• 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.
• 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.
• 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.
• 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 always protect the interests of the BRITISH COUNCIL and its customers.
• 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.
• 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.

Essential Requirements
Role specific knowledge and experience:

• First Degree in any subject.
• 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.
• Track record of working in a tightly controlled process driven environment
• Providing instructions to others and monitoring service within quality standards.
• Working quickly and accurately to tight schedules and deadlines.
• Training and managing others to deliver to quality standards.

Desirable Requirements:

• Experience working in Exams.
• Experience of supporting on delivery of computer-based exams.

Salary
N6,154,368 Per Annum