• Career Opportunities at British Council

  • Posted on: 24 December, 2015 Deadline: 6 January, 2016
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  • The British Council is the world's leading cultural relations organization and creates opportunities for people in the UK and worldwide to understand each other, to work together and learn from one another. We see this as crucial to building secure, more prosperous and sustainable futures for us all. We build trust and understanding between different countries and cultures and develop strong international links that are of benefit to people in Britain and the rest of the world.

    Exams Officer

     

    Reports to: Centre Manager Manager, Nigeria
    Directorate or Region: SSA
    Department: Exams
    Pay Band: Country Appointed PB4
    Start Date: as soon as possible

    Purpose of job

    • To support Examination Services in Nigeria in delivering Schools exams and to maintain them at the highest professional standards as set out in the British Council's EQS (Examination Quality Standards), examinations boards and partners standard.

    Context and Environment
    (e.g. dept description, region description, organogram)

    • Nigeria, a tier 1 country, has the largest project, programme and exams operations in Sub-Saharan Africa (SSA). We operate from 4 main office locations. Individually, the Lagos, Abuja and Port Harcourt Exams offices alone are the 1st, 2nd and 3rd largest exams businesses by income in SSA respectively. There are currently 36 members in the exams team, 3 of whom are in the Port Harcourt office. We operate a hub-and-spoke system in Nigeria with the main support functions (Business Support Services (BSS) and customer services) located in Lagos.
    • The Exams business in Nigeria has grown significantly in recent years. In 2013/14 we delivered 65,000 examinations, this financial year the target is 78,000 exams on a turnover of £7.5m, and by 2016 we expect to double on 2013 figures to 120,000 exams. We have shown initial successes with a cross-SBU project on school quality in Nigeria, and we are developing a second cross-SBU project on skills and employability.
    • We have a number of challenges namely: team capacity, security risks and infrastructure restraints which we are addressing through organizational change, capacity increases and technological solutions. The Global New Operating Model for Exams and Global Financial Change projects are critical to our business plans.

    Accountabilities and Responsibilities
    (including people management and finance)

    • As Exams Officer the post holder will be line managed by the Centre Manager of Lagos.
    • This role will support delivery of all examinations administered from the Lagos office.
    • All administrative procedures are in full compliance with examination board regulations and EQS standards.
    • Reliability: to ensure examinations are delivered securely according to board requirements
    • Quality: to deliver a high standard of customer service to our schools and their candidates. As measured by our own Exams Quality Standards and the inspection visits from Examination Boards.
    • Finance: all British Council standards for managing finances are met with relation to income reconciliations, cash handling, managing POs, managing contracts and procurement.

    Main Duties
    Administration of examinations (pre-test):

    • Overseeing the taking delivery of examinations materials and checking them prior to exams commencing, packing and returning scripts, maintaining logs appropriately.
    • Answering enquiries about exams.
    • Exam registration procedures including receiving and collating registration forms, entering and retrieving data on exam board registration portals, payments and exams correspondence including dispatch of results.
    • Assist with recruitment and management of venue staff (invigilators, examiners and inspectors).
    • Assist with evaluation of new associate schools, agents and other educational institutions.
    • Assist with searching for and evaluation new venues.

    Exam Delivery
    Delivering examinations on test days as part of the exams team which includes:

    • Supervision of venue staff
    • Ensuring adherence test day procedures.
    • Delivering speaking tests.
    • Overseeing practical examinations.

    Post-Examinations administration

    • Shredding/disposal/despatch of examination materials while recording this in accordance with board standards and keeping accurate records of the movement of live materials
    • Effective delegation of duties when absent on leave or through illness etc.

    Venue Staff:

    • Venue staff creation, scheduling and payment.
    • Assist with monitoring and training of invigilators.
    • To be part of the recruitment, training and monitoring team for venue staff.
    • To act as liaison between examiners and the relevant operations managers and trainers.

    Client Support:

    • To assist in planning agent briefing events, and to support agents in the registration and training of candidates.
    • To assist schools with becoming associate centres.
    • To assist Exam/Grant Funded Services (GFS) project managers in delivery of Education/Skills-specific events, including assisting with managing relationships with stakeholders.

    Marketing & Customer Service:

    • To assist Regional Sales Managers in collecting qualitative and quantitative marketing data in order to contribute to the marketing action plan and support business development.
    • Seeking and using customer feedback to improve service delivery.
    • To assist the Regional Sales Manager in appropriate marketing of examinations in Nigeria.
    • To follow a programme of visits to schools/educational institutions/training providers to build relationships with existing and potential clients to expand the business.
    • To assist in customer service, delivery of other examinations and other duties as required in this small office, especially in times of staff absences.

    Finance:

    • To assist with preparation and submission of income reconciliations to agreed timescales.
    • To record income correctly on the FABS system and in a timely manner.
    • To comply with Contract and Procurement standards.

    Continuing Professional Development:

    • To ensure that elective and mandatory training is completed. To contribute to centre and national meetings and working groups.

    Key Relationships:

    • Internal: Country Exams Manager, Deputy Country Exams Manager, Head of Operations, IELTS Administrator, Regional Sales Manager, Examination Officers elsewhere in Nigeria and globally, Customer Service Staff Nigeria, Finance Manager Nigeria. Education and ELT Project Managers.
    • External: Vocational and higher education training providers in Nigeria and the UK. IELTS Regional Team. School Principals, Educational Agents, AISEN, APEN, ELTAN and other professional teaching associations; venue staff, enquirers, candidates, Regional Exams Director.

    Other important features or requirements of the Job:
    (e.g. travel, unsocial/evening hours, restrictions on employment etc)

    • Travel to administer/monitor examinations in centres outside of Lagos may be required. Early morning starts, overnight stays and weekend working is required. Flexible working hours during peak periods is required. Examination delivery deadlines are absolute; therefore, out of hours working may be required in order to meet these deadlines.
    • Please specify any passport/visa and/or nationality requirement. Right of abode and right to work in Nigeria
    • Please indicate if any security or legal checks are required for this role. Successful candidate will have to satisfy British Council Child Protection check requirements.

    Person Specification
    Behaviours:

    • Working together (essential): Establishing a genuinely common goal with others.
    • Being Accountable (more demanding)
    • Connecting with others (essential): Making regular opportunities to understand others better.
    • Creating Shared Purpose (essential)
    • Shaping the future (essential): Look for ways in which we can do things better.

    Skills and Knowledge

    • Applies a range of standard analytical techniques to support business development - e.g. pricing tools, revenue tracking, monitoring sales prospects, audience figures or profit margin.

    Using technology Level 1:

    • Able, with adjustments if necessary, to use office software and British Council systems to do the job and manage documents or processes.
    • English Language proficiency to IELTS band 8.0, CEF C2 in all areas (or equivalent). Knowledge of the education and qualification systems in the UK and Nigeria.

    Experience

    • Providing and monitoring service within quality standards.
    • Working quickly and accurately to tight deadlines.
    • Experience of handling and reporting on payments from customers.
    • Training and managing a team to deliver to quality standards.
    • Convening meetings with stakeholders. Experience of delivering examinations in a timely and secure manner.

    Qualification

    • A first Degree or equivalent (including via work experience). A qualification in examinations management.

    go to method of application »

    Assistant IELTS Administrators

     

    Region: Sub Saharan Africa
    Department: English & Exams
    Job Category: Exams
    Pay Band: Pay Band 6
    Reports to: IELTS Administrator

    Purpose of Job

    • This post is responsible for the operational management of IELTS tests in Lagos and Port Harcourt.
    • The post holder will manage 1.) the expansion the IELTS business in Southern Nigeria and. 2.) manage the IELTS team and venue staff based in Lagos. 3.) monitor and improve the security of delivery of the tests. 4.) manage the delivery of IELTS preparation courses in Lagos and associate centres, and. 5.) monitor and improve the customer experience of the test process

    Context and Environment
    (e.g. dept description, region description, organogram)

    • Nigeria, a tier 1 country, has the largest project, programme and exams operations in Sub-Saharan Africa (SSA). We operate from 4 main office locations. Individually, the Lagos, Abuja and Port Harcourt Exams offices alone are the 1st, 2nd and 3rd largest exams businesses by income in SSA respectively. There are currently 36 members in the exams team, 22 of whom are in the Lagos office. We operate a hub-and-spoke system in Nigeria with the main support functions, Business Support Services (BSS) and customer services, located in Lagos.
    • The Exams business in Nigeria has grown significantly in recent years. We doubled our income and volumes between 2011 and 2013. In 2014/15 we delivered 90,000 examinations, this financial year the target is 100,000 exams on a turnover of £8.5m, and by 2016 we expect to double on 2013 figures to 120,000 exams.
    • An investment in over 15 new posts in the exams team in Nigeria, of which this is one, will support our doubling ambition and address the issues highlighted below.
    • We have a number of challenges namely: team capacity, quality of delivery, security risks and infrastructure restraints which we are addressing through organisational change, capacity increases and technological solutions. The Global New Operating Model for Exams (GNOME) and Global Financial Change projects are critical to our business plans.
    • We are a global leader in a cross-SBU project on school quality and engagement in Nigeria, and we are developing a second cross-SBU project on skills and employability - again, a first for the British Council global network.

    Accountabilities and Responsibilities
    (including people management and finance)

    • Business development: responsible for assisting with increasing capacity to accommodate planned growth in the Nigeria IELTS business
    • Financial control, monitoring and reporting: to assist the IELTS Administrator with managing the Nigeria IELTS businesses to target by monitoring and reporting income and costs on a monthly basis.
    • Responsible for ensuring IELTS income reconciliations, refunds, over the counter payments and transfers are completed to standard.
    • Reliability: to ensure examinations are delivered securely according to board requirements.
    • Quality: to deliver a high standard of customer service to our IELTS test takers as measured by our own Compliance and Quality Standards, IELTS partner standards and customer service standards.
    • Impact: to achieve impact for the UK and the BC through providing access to quality UK qualifications
    • Leadership: to assist with managing the IELTS delivery teams, including venue staff and examiners to achieve challenging objectives.

    Main Duties
    IELTS Test Delivery:

    • To ensure that IELTS tests are delivered to examination board, partners’ and QCA standards. To assist in delivery at peak times. To ensure that delivery plans are agreed in advance of activity.
    • Compliance: Assist with carrying out regular inspections to examination venues across Nigeria, monitoring security processes against standards set by the examination board and QCA. Good record-keeping is essential of all visits made. To conduct spot checks where necessary.
    • To assist the IELTS Administrator with response to and implementation of recommendations from exam boards, partners and QCA reviewers.

    IELTS Business Development:

    • Marketing: To ensure that quantitative and qualitative information about IELTS in Nigeria is regularly collected.
    • Planning for IELTS Growth in Nigeria: Assisting the IELTS Administrator on the IELTS section of the MAP and planning targets (and capacity) for future years.

    Finance:

    • To prepare IELTS income reconciliations to agreed timescales.
    • To ensure income is recorded correctly on the FABS system and in a timely manner.
    • To ensure that FABS processes are followed by the Lagos IELTS team.
    • Manage the inventory held for IELTS.

    General Management:

    • To contribute to Nigeria Exams team objectives by attending and contributing to staff meetings.
    • To deputise for the IELTS Administrator.

    Line Management:

    • To Line manage up to 6 members of exams staff in Lagos.

    Venue Staff:

    • To assist with recruitment, training and monitoring for venue staff.
    • To ensure training of venue staff is appropriate and takes into account feedback from partners and quality checks.
    • To carry out periodic performance monitoring of venue staff and retain documentation for these.
    • To assist with managing examiners and clerical markers attached to the Abuja office to PSN and IELTS standards.

    Continuing Professional Development:

    • To ensure that elective and mandatory training is undertaken.
    • To identify training needs for team, and assist in delivering this training.

    Key Relationships:

    • Internal: Country Exams Manager, Deputy Country Exams Manager, Regional Exams Managers, Head of Operations (Exams), BSS team, teachers of English.
    • External: IELTS partners, IELTS Examiner Trainer, IELTS Examiners, school principals and exam coordinators, school associations. BCSN, regional IELTS team.

    Other important features or requirements of the Job:
    (e.g. travel, unsocial/evening hours, restrictions on employment etc)

    • Local travel to visit universities and schools occasionally in remote areas.
    • Occasional travel to Port Harcourt/Kano/Abuja to conduct self-audits and training; therefore, overnight stays and weekend working may be required. IELTS tests usually take place on Saturdays.
    • Examination deadlines are absolute so early morning starts and evening work may be required.

    Skills and Knowledge
    Developing Business Level 2

    • Researches markets and conducts cost/benefit analyses to identify new opportunities or recommend improvements to current initiatives

    Using Technology Level 1

    • Able, with adjustments if necessary, to use office software and British Council systems to do the job and manage documents or processes.
    • English Language proficiency to IELTS band 8.0 in all areas (or equivalent).
    • Good presentation skills.
    • Knowledge of the education and qualification systems in the UK and Nigeria

    Experience

    • Managing People Level 2
    • Supervises a small team of people doing similar jobs to deliver short term tasks to agreed quality and time standards.
    • Monitoring service to quality standards and implementing improvements.
    • Dealing with customers and enquiries in a service environment.
    • Three year's work experience as an operations manager.

    Qualifications

    • A first Degree or equivalent.
    • A 1st Degree in an education-related field or NCE.
    • A qualification in examinations management.

    Application Closing Date
    23:59 UK time 13th January, 2016.

    go to method of application »

    Examinations Operations Manager

     

    Region: Sub Saharan Africa
    Location: Port Harcourt
    Department: Exams, Nigeria
    Pay Band: Country Appointed PB6
    Reports to: Head of Operations

    Purpose of Job

    • To work with the Director Society, Society Programme Manager and other members of the Programmes team to support project delivery for the Northern Nigeria Girls School Enrolment Programme, Premier Skills, Active Citizens and NSRP/Arts project

    Context and Environment

    • Nigeria, a tier 1 country, has the largest project, programme and exams operations in Sub-Saharan Africa (SSA). We operate from 4 main office locations. Individually, the Lagos, Abuja and Port Harcourt Exams offices alone are the 1st, 2nd and 3rd largest exams businesses by income in SSA respectively. There are currently 36 members in the exams team, 5 of whom are in the Port Harcourt office. We operate a hub-and-spoke system in Nigeria with the main support functions, Business Support Services (BSS) and customer services, located in Lagos.
    • The Exams business in Nigeria has grown significantly in recent years. We doubled our income and volumes between 2011 and 2013. In 2014/15 we delivered 90,000 examinations, this financial year the target is 100,000 exams on a turnover of £8.5m, and by 2016 we expect to double on 2013 figures to 120,000 exams.
    • An investment in over 15 new posts in the exams team in Nigeria, of which this is one, will support our doubling ambition and address the issues highlighted below.
    • We have a number of challenges namely: team capacity, quality of delivery, security risks and infrastructure restraints which we are addressing through organisational change, capacity increases and technological solutions. The Global New Operating Model for Exams (GNOME) and Global Financial Change projects are critical to our business plans.
    • We are a global leader in a cross-SBU project on school quality and engagement in Nigeria, and we are developing a second cross-SBU project on skills and employability - again, a first for the British Council global network.

    Accountabilities, Responsibilities
    (including people management and finance)

    • Reliability: to ensure examinations are delivered securely according to board requirements
    • Quality: to deliver a high standard of customer service to our schools and their candidates. As measured by our own QCA, examination board, IELTS partner and Customer Management Framework standards.
    • Business growth: to assist with providing capacity for growth in volumes managed by the Port Harcourt office.
    • Financial control, monitoring and reporting: to manage the Port Harcourt exams businesses to target by monitoring and reporting income and costs on a monthly basis
    • Impact: to achieve impact for the UK and the BC through providing access to quality UK qualifications
    • Leadership: to manage and motivate the Port Harcourt exams team to achieve challenging objectives.

    Main Duties

    Examination Delivery:

    • Responsibility for the full cycle of examination delivery in Port Harcourt. To ensure that these examinations are delivered to examination board, partners' and EQS standards. Occasionally to assist in delivery at peak times.
    • Compliance: To manage inspection visits from examination boards as well as for carrying out regular inspections of examination venues themselves, monitoring security processes against standards set by the examination board and QCA. To conduct spot checks of venues and venue staff where necessary.
    • To respond to and implement appropriately recommendations from exam boards, partners and QCA reviewers.
    • To identify areas for increased efficiency and security in examination delivery and prepare plans to implement these. Oversee implementation of these plans across Nigeria.

    Centre Management:

    • To ensure value for money in purchases and adherence to procurement regulations.
    • To be the process owner for the Customer Management Framework implementation for Port Harcourt.
    • To seek and use customer feedback to improve service delivery.
    • To carry out management spot checks as required.
    • To lead staff in an effective and pro-active manner and to ensure accountability and delivery of services. To manage the development and professional training of staff.

    Cross-SBU working:

    • To work with CEM/GFS project managers in the planning and delivery of schools-specific and skills events.

    Finance:

    • To oversee the preparation of Port Harcourt income reconciliations to agreed timescales.
    • To ensure income is recorded correctly on the FABS system and in a timely manner.
    • To ensure that FABS processes are followed by the team.

    Budget Management:

    • To assist CEM and Head of Operations in planning activity and then to assist on monitoring and managing income and expenditure to agreed targets. To report on these targets monthly.
    • To identify areas for improving value for money through better administrative processes and vendor market testing.

    General Management:

    • To contribute to Nigeria Exams team objectives by attending and contributing to staff meetings.
    • To substitute for management team members.
    • To lead on the recruitment, training and monitoring team for venue staff for Port Harcourt.
    • To ensure training of venue staff is appropriate and takes into account feedback from partners and quality checks.
    • To carry out periodic performance monitoring of venue staff and retain documentation for these.
    • Assist with general staff recruitment and training.

    Line Management:

    • To Line manage up to 6 members of exams staff in Port Harcourt.

    Continuing Professional Development

    • To ensure that elective and mandatory training is undertaken.
    • To identify training needs for team, and assist in delivering this training.

    Key Relationships

    • Internal: Country Exams Manager, Head of Operations, ACEM, Regional Exams Manager, Deputy Country Director, Country Director, Regional Sales Managers, Schools Manager, IELTS Administrators Lagos and Abuja, GFS Schools and ELT project managers, Exams Finance Officer, Finance Manager Lagos.
    • External: IELTS partners, IELTS Examiner Trainer, IELTS Examiners, CIE (UK and SSA), CIE inspectors from the UK, other examination boards, school principals and exam coordinators, school associations. BCSN members.

    Person Specification

    Behaviours

    Essential:

    • Connecting with others (more demanding): Making regular opportunities to understand others better.
    • Working together (more demanding): Establishing a genuinely common goal with others.
    • Making it happen (more demanding):
    • Shaping the future (essential):
    • Look for ways in which we can do things better.
    • Being Accountable (more demanding)
    • Creating Shared Purpose (essential)

    Skills and Knowledge
    Essential:

    • Developing Business Level 2
      • Researches markets and conducts cost/benefit analyses to identify new opportunities or recommend improvements to current initiatives
    • Using Technology - Level 2
      • Works as an advanced practitioner in the use of office software and/or British Council standard and social media platforms and trains or coaches others in their use.
    • Financial Management - Level 1
      • Uses corporate financial systems and processes appropriately as part of the job and on behalf of a team.
    • Managing Accounts & Partnerships - Level 1
      • Able to research business issues and contacts in stakeholder and potential partner organisations to support account management and business development.
    • English Language proficiency to IELTS band 8.0 in all areas (or equivalent).
    • Analysing data and formulating marketing plans from these data.
    • Presentation skills.

    Desirable:

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

    Experience
    Essential:

    • Managing a Team Level 3
    • Provides full line management to a team where all members are working in a similar area of expertise or business. Scope includes planning, setting objectives, role modelling an inclusive culture, recruitment, and development and performance management.
    • Monitoring service to quality standards and implementing improvements.
    • Dealing with customers and enquiries in a service environment.

    Desirable:

    • Three year's work experience as an operations manager.

    Qualifications
    Essential:

    • Education to 1st degree level or equivalent.

    Desirable:

    • A 1st degree in an education-related field or NCE

    go to method of application »

    Schools Examinations Operations Manager

     

    Department: Exams, Nigeria
    Pay Band: Country Appointed PB6
    Reports to: Deputy Country Exams Manager

    Purpose of Job

    • To support Examination Services in Nigeria in delivering school examinations on behalf of UK examination boards.
    • To provide a great branded customer experience for our clients and to maintain them at the highest professional standards as set out in the British Council's QCA (Quality and Compliance Standards), project outcomes, examinations boards and partner requirements.

    Accountabilities, Responsibilities
    (including people management and finance)

    • The Schools Exams Manager is responsible for developing relations with current and future clients in order to meet business targets.
    • Business growth: to grow the business and set country business strategy with CEM.
    • Leadership: to manage and motivate the School Exams team to achieve challenging objectives
    • Quality: to deliver a high standard of customer service to our schools and their candidates. As measured by our own Exams Quality Standards and the inspection visits from Cambridge International Exams.
    • Financial control, monitoring and reporting: to manage the School exams business to target by monitoring and reporting income and costs on a monthly basis
    • Reliability: to ensure Schools examinations in Nigeria are delivered securely according to board requirements
    • Impact: to achieve impact for the UK and the BC through providing access to quality UK qualifications
    • To develop and manage the British Council Schools Network project so it remains a leader in the British Council global network

    Main Duties

    Examination Delivery:

    • Responsibility for the full cycle of operations of school examinations in Nigeria. To ensure that Schools Examinations in Nigeria are delivered to examination board, partners’ and QCA standards. To assist in delivery at peak times.
    • Compliance: To manage regular inspection visits from examination boards as well as carrying out regular inspections to schools, monitoring security processes against standards set by the examination board and QCA. Good record keeping is essential of all visits made. To conduct spot checks where necessary.
    • To respond to and implement appropriately recommendations from exam boards, partners and QCA reviewers.
    • To identify areas for increased efficiency in examination delivery and prepare plans to implement these.
    • To keep a database of malpractice cases, to monitor these nationally and investigate cases further where necessary. To work towards minimising cases of suspected malpractice.
    • To substitute for schools exams colleagues in Lagos.
    • To identify processes for rationalisation, standardisation and automation as part of the GNOME project.
    • To monitor and improve service delivery, and ensure best practice is delivered across Nigeria.

    Venue Staff:

    • To lead on the recruitment, training and monitoring team for schools exams venue staff for Nigeria.
    • To ensure training of venue staff in Nigeria for schools examinations is appropriate and takes into account feedback from partners and quality checks.
    • To carry out periodic performance monitoring of venue staff and retain documentation for these.
    • To manage a national team of school inspectors.

    Training Events & Educational Projects:

    • To develop and manage a Nigeria-wide network of teacher and schools co-ordinator development groups for current and future attached centres. This is the BCSN.
    • To plan teacher training and schools co-ordinator development events for attached and potential attached schools.
    • To work with CEM/DCEM/GFS project managers in the planning and delivery of schools-specific events.

    Business Development, Marketing & Customer Service:

    • Planning for Growth: responsibility for increasing the number of school examinations as outlined in the Marketing Action Plan (MAP); working with CEM/DCEM on the Schools section of the MAP and planning targets for future years. To develop appropriate marketing strategies for Schools examinations.
    • To develop and manage a programme of visits to schools to build relationships with existing and potential clients to meet business targets.
    • To issue a quarterly newsletter to all attached centres.
    • To collect and analyse qualitative and quantitative marketing data in order to contribute to the marketing action plan and support business development.
    • Seek and use customer feedback to improve service delivery

    Budget Management:

    • To assist CEM and Head of Operations in planning activity and then to assist on monitoring and managing income and expenditure to agreed targets. To report on these targets monthly.
    • To identify areas for improving value for money through better administrative processes and vendor market testing.

    Finance:

    • To oversee the preparation of Lagos Schools income reconciliations to agreed timescales.
    • To ensure income is recorded correctly on the FABS system and in a timely manner.

    Line Management:

    • To line manage up to 6 members of staff according to essential HR standards.

    General Management:

    • To contribute to Nigeria Exams team objectives by attending and contributing to staff meetings.
    • To substitute for other management team members in their absence.

    Key Relationships

    • Internal: Outreach Schools Officer (Lagos), Schools Officer (Lagos), Country Exams Manager, Deputy Country Exams Manager, Centre Manager Port Harcourt, Schools Officers in Port Harcourt and Abuja; Regional Nigeria Sales Managers, Head of Operations, Country Director, SBU leads; global schools quality project steering committee.
    • External: CIE UK and SSA representatives, other UK school examination boards, school principals, school examinations co-ordinators, AISEN, ELTAN, APEN, BCSN members and steering committees, and other professional teaching associations, venue staff, enquirers, candidates, customer service staff, Regional Exams Manager; Commissioners of Education, Head NUC.

    Other important Features or Requirements of the Job
    (e.g. travel, unsocial/evening hours, restrictions on employment etc):

    • Travel to administer/monitor examinations in centres outside of Lagos may be required. Overnight stays and weekend working may be required.

    Person Specification

    Behaviours:

    • Making it happen (More demanding)
    • Being Accountable (More demanding)
    • Working together (More demanding) - Establishing a genuinely common goal with others.
    • Shaping the future (Essential)
    • Look for ways in which we can do things better.
    • Connecting with others (More demanding) - Making regular opportunities to understand others better.
    • Creating Shared Purpose (Essential)

    Assessment Stage:

    • Interview only

    Skills and Knowledge

    • Business Management Level 1
    • Using Microsoft Office Word and Excel. Using web browsers.
    • English Language proficiency to IELTS band 7.0 in all areas (or equivalent).
    • Analysing data and formulating marketing plans from these data.
    • Presentation skills.

    Assessment Stage:

    • Short-listing and interview

    Experience
    Essential:

    • Line management and/or leading a team. Training and coaching people.
    • Dealing with customers and enquiries in a service environment.
    • Monitoring service to quality standards and implementing improvements.
    • Knowledge and experience of the education and qualification systems in the UK and Nigeria.

    Desirable:

    • Organising teacher training events.
    • Three (3) year's work experience as an operations manager.

    Assessment Stage:

    • Short listing and Interview

    Qualifications

    Essential:

    • A first Degree of equivalent in any field.

    Desirable:

    • A first Degree in an Education-related field or NCE.

    Assessment Stage:

    • Short listing

    go to method of application »

    Exam Assistant

     

    Directorate or Region: SSA
    Department/Country: Exams, Nigeria
    Pay Band: 2/J
    Reports to: IELTS Administrator, Lagos
    Duration of job: Indefinite

    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

    • Nigeria, a tier 1 country, has the largest project, programme and exams operations in Sub-Saharan Africa (SSA). We operate from 4 main office locations. Individually, the Lagos, Abuja and Port Harcourt Exams offices alone are the 1st, 2nd and 3rd largest exams businesses by income in SSA respectively. There are currently 36 members in the exams team, 3 of whom are in the Port Harcourt office. We operate a hub-and-spoke system in Nigeria with the main support functions (Business Support Services (BSS) and customer services) located in Lagos. Nigeria examinations work encompasses School exams, IELTS, and a wide range of academic and professional qualifications. 
    • The Exams business in Nigeria has grown significantly in recent years. We doubled our income and volumes between 2011 and 2013. In 2014/15 we delivered 90,000 examinations, this financial year the target is 100,000 exams on a turnover of £8.5m.  Nigeria examinations work encompasses School exams, IELTS, and a wide range of academic and professional qualifications.
    • Customer service, operational quality and compliance assurance are critical to the business. Nigeria's operating context means that risk management and contingency planning will be ongoing areas of focus. Developing flexible and appropriate delivery models will be critical in responding to the challenges of working across the country. There are a number of initiatives underway to address these needs. The Global New Operating Model for Exams (GNOME) and Global Financial Change projects are critical to our business plans.

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

    • As Examinations Assistant post holders will be line managed by the IELTS Administrator (or Assistant Administrator) for Lagos.
    • Reliability: to ensure examinations are delivered securely according to board requirements
    • 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.

    Main Duties

    • To provide services that support British Council examination candidates.

    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)

    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

    • 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.
    • To assist with refunds and payments to venue staff and clerical markers.

    Key Relationships

    • Internal: Lagos Exams Team, Country Exams Manager, Deputy Country Exams Manager
    • External: Venue Staff, IELTS Examiners, enquirers, examinations candidates, IELTS Examiners, venue suppliers.

    Person Specification
    Behaviours

    Essential:

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

    Essential:

    • 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:

    • Ability to use Microsoft Office Word and Excel.
    • Ability to read and write in English at C1/IELTS 7.0/CAE level.
    • Attention to Detail.
    • Teamwork.
    • Customer Service Focus.
    • Organisation Skills

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

    Assessment stage:

    • Short listing
    • Interview

    Qualifications

    Essential:

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

    Desirable:

    • University Degree in any subject.
    • BTEC Examinations Administration Level 1.

    Assessment stage:

    • Short listing

    Method of Application

    To apply for any of these positions, visit British Council's career website

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