Fresh Jobs at IDP Education Ltd

JOB DESCRIPTION

• The IELTS Test Centre Administrator is responsible for managing the IELTS examinations within the designated region.
• The Administrator will be responsible for compliance with the established guidelines of test operation and management as prescribed by the IELTS test partners in their manuals.

Key Responsibilities.

Customer Service

• Ensure all test candidates receive exemplary customer experience at every contact point before, during and after sitting the IELTS test.
• Ensure all staff involved in testing are culturally sensitive.
• Provide clear, comprehensive advice to general enquirers and ensure that more complex enquiries are forwarded to the correct person for a response.
• Develop Cooperative relationships with IELTS Test Administrators in the designated region.

Business Administration

• Plan all aspects of IELTS testing in the designated region.
• Manage budget for IELTS testing in designated region, including test revenue and all associated costs – staff, venue, storage, premises etc.
• Provide regular management and financial reports on testing as required. Statistical analysis of centre data to monitor and identify candidate trends including centre candidate targets.
• Continually monitor test day availability and capacity to ensure centres meet current demand.

Test Administration Quality and Integrity

• Independently perform audits on IELTS test centres as scheduled and provide documented feedback and reports.
• Ensure both test centres and offsite testing operations are managed within the IELTS operating procedures.
• Ensure adherence to all IELTS manuals.
• Ensure adherence to PSN policy and procedure of all Examiner Trainers and Examiners.
• Assist with the implementation of IELTS policies.
• Ability to work in a professional manner with stakeholders and in accordance with organisational values.
• Draft contracts for various IELTS business aspects as required. Monitor all current contracts to ensure terms are adhered to.
• All invoices are processed in a timely manner.

Operations Management

• Oversee management of the tests conducted in the applicable test centre.
• Oversee distribution of test materials, marking of test papers, recording results and distribution of TRFs.
• Manage test centre Examiners, including recruitment, training and certification within the PSN guidelines.
• Financial reporting and invoicing is conducted accurately and on time.
• Manage the regular Clerical Marker monitoring program and the production of reports as required.
• Supervise the Enquiry on Results appeals system.
• Supervise the Verification Service for stakeholders.
• Manage the delivery of projects on time, within budget and in accordance with annual plans and targets.
• Assist with the coordination of the annual Administrators’ regional meetings and the development and delivery of requisite presentations as required.
• Represent IELTS at various conferences and stakeholder events and deliver IELTS presentations as required.
• Where appropriate / relevant work effectively with IELTS Service Providers (ISPs) to drive high levels of performance and ensure that all IELTS testing activity is conducted to expected standards. (This point can be removed in locations where it is not relevant).
• Identify and leverage opportunities to increase cooperation, efficiency, and operational effectiveness between IDP’s student placement and IELTS operations.

Client Management

• Assist in the stakeholder management to maintain stakeholder satisfaction and integrity of the test.
• Build and maintain a good working relationship with stakeholders both internal and external ensuring that all business outcomes are satisfactorily met.

Project Service Enhancement

• Assist the IELTS Operations Manager on projects identified as a result of IELTS Partner Working Groups.
• Participate in reviews of IELTS manuals and procedures for test enhancement.
• Participate in reviews of IELTS promotional material.

Exam Preparation

• Organization of each test.
• Management of following test day tasks

Preparing the Exam venue

• Ensuring all test materials, Registration folders, desk labels and all other materials required for the test per the test checklist, are organized and ready to be taken to the test venue.
• Ensuring adequate invigilators for the test by contacting invigilators and planning staff levels for test in advance.
• Ensuring all invigilators have signed appropriate documents and passed all required training.

Starting the Exam

• Conduct pre-test briefing and job allocation for invigilators.
• Supervising the invigilation team to ensure:
• Efficient movement of candidates to registration and into the exam room
• Precise inventory control of test materials at all times
• Invigilator collection of test materials in a prescribed manner
• Candidates given correct test materials
• Registration, impostor detection and checking of belongings managed in accordance with highest test standards

During the Exam

Supervise:

• Reading of invigilation script
• Distribution test materials
• Counting and inventory control of all test materials
• Timing of the test
• Dealing with queries, test day incidents and any misconduct occurrences and ensuring that IELTS policies and procedures are adhered to.
• Recording all absentees on the seating plan.

Finishing an Exam

• Supervising orderly and efficient collection of test materials.
• Conducting and signing off, final inventory control count of all test materials.
• Supervising orderly exit of candidates and collection of belongings.
• Supervising packing and dispatching of all test materials as required.
• Collection and sign-off of all staff timesheets.

Post Exam

• Organize all aspects of post-test materials handling to appropriate location.
• Organize secure destruction of test materials.
• Organize and supervise marking of test materials, including staffing with appropriately qualified examiners and clerical markers.

Essential requirements:

• Previous IELTS experience highly desirable.
• Client management experience.
• Strong administrative and sound financial skills.
• Strong written and verbal communication skills.
• Strong analytical, research and problem-solving skills
• Fluent in English.
• Competent user of Microsoft Office suite.
• Ability to plan, organise, prioritise, and execute multiple tasks within set objectives in a timely and professional manner.
• Interest in / experience of international education and / or testing services.
• Tertiary qualifications or equivalent industry experience.
• Ability to communicate effectively across various cultures and levels.

go to method of application »

POSITION PURPOSE

• The Education Counsellor is responsible for providing information, advice, support, and processing of applications for international students seeking placement in educational institutions in Nigeria by promoting IDP products and services directly to students.
• The Education Counsellor is also responsible for supporting the achievement of office/country sales performance targets.
• The counselor will also provide support and referral for students with issues other than placement, ultimately ensuring the delivery of outstanding customer service.

Key Responsibilities

• Student counselling
• Delivering results
• Business development
• Customer service
• Client relationships
• Teamwork
• Communication

Student Counselling

• Counsel prospective students to identify appropriate study options including suitable courses and institutions.
• Schedule and conduct phone discussions and office meetings to accurately convey course/program information whilst ensuring that each student’s needs are being met. This includes advising students with respect to admission requirements, processes and qualification options.
• Assist students in determining an appropriate shortlist of applications to submit, thereby ensuring effective use of counselling time.
• Support the student through the admissions, visa, and pre-departure processes.
• Develop and maintain strong relationships with students and their families to ensure that IDP is regarded as a highly professional and trusted service provider.
• Maintain the highest level of integrity and ethics in every interaction with students and their families, clients and colleagues.

Delivering Results

• Deliver consistently outstanding service to ensure a high number of students are converted to the next stage of the student pipeline, ultimately submitting applications to education institutions and accepting the resulting offers.
• Identify opportunities to generate leads and effectively leverage these opportunities. e.g., determine the prospective schools, universities, companies, and scholarship bodies where new leads can be derived and established effective relationships with them.
• CRM system is used to support the end-to-end counselling process including the capture and follow-up of all leads and opportunities to close sales.

Business Development

• Identify new business opportunities in consultation with the Office Manager.
• Maintain regular contact and activities with key accounts (schools, scholarship bodies).

Customer Service

• Act with the highest level of accountability with students, clients, and colleagues.
• Respond to face-to-face enquiries, and enquiries via phone and email in a timely manner, with accurate and relevant information.
• Process and submit applications to institution, obtain offers and facilitate enrolments in a timely manner.
• Build effective relationships with education institution staff to support timely application processing.
• Assist students with on-arrival issues or and refer to appropriate agencies where necessary.
• Build strong relationships with network counsellors to enable ongoing support of students onshore.

Client Relationships

• Attend client briefings, workshops and visit to institutions to support the development of knowledge of institutions and establish relationships with key contacts.
• Work with Office Manager and institution representatives in order to develop strategies and effectively promote institutions.
• Act with integrity and professionalism in all interactions with client representatives.

Teamwork

• Support Office Manager / Marketing Team in the organization of major promotional events such as interview programs, in-house interview sessions and exhibitions, and other activities as required.
• Provide input on marketing or promotional activities to encourage student numbers.
• Promote IDP through activities such as institution visits, seminars, exhibitions, student associations, etc.
• Assist in the identification of opportunities and threats within the local market.
• Attend, lead and participate in office level meetings and activities to support sharing of information, knowledge, and expertise for the benefit of the team as a whole.
• Identify and leverage opportunities to increase cooperation, efficiency, and operational effectiveness between IDP’s student placement and IELTS operations.

Communication

• Follow up effectively with students and institutions to ensure enrolment activities are completed effectively.
• Use full range of available communication channels including email, telephone, and CRM communication features such as SMS and tasks.
• Effectively present relevant information to students, clients and other key stakeholders as required.
• Provide regular updates to line manager to inform them the progress, challenges and / or support that may be required.

REQUIREMENTS TO SUCCEED IN THIS ROLE

• BSc/M.Sc. Degree from a reputable university.
• 2-4 years' experience working in educational consultancy or counselling.
• Strong IT skills – Microsoft Office suite, CRM systems
• Experience of working in a sales driven environment with a strong focus on achieving individual and team-based targets
• Knowledge of education institutions, admission processes, immigration requirements and their international operations
• Outstanding communication skills and able to communicate effectively with different stakeholders with varying needs (students, parents, institution representatives, colleagues, etc.)
• Excellent planning and organising skills with the ability to manage multiple competing priorities.
• Customer focused, with a passion for providing outstanding service.
• Highly effective relationship building and relationship management skills.
• Effective team worker, supporting colleagues and contributing positively to overall team’s success.
• Ability to proactively identify, analyse and solve problems effectively.
• Sound judgement, ability to make decisions, and act with integrity in the best interests of IDP.