Job
Description
We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, and creativity. Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. We connect. We inspire. Job Title : EoR Officer Purpose Of Job To provide support to the Enquiries on Results Support Manager in the delivery of the Enquiry on Results (EoR) service, providing excellent levels of customer service to test centres globally. The post holder will be responsible for logging EoR applications globally in line with agreed service turnaround and provide administrative and process specific support to EoR team. The role is to work from the office and the post holder should be flexible with 24*7 shift environment. Role context The English and Examinations Strategic Business Unit (E&E) is one of three strategic business units in the British Council (the others being Arts and Education & Society) all of which have the remit to build trust for the people of the UK by building relationships through aspects of our language and culture. E&E achieves this by enabling people across the world to access the life-changing education and work opportunities that are created by learning English or gaining valuable UK qualifications. Promoting the English language also provides a medium for communication, helping break down barriers of misunderstanding or mistrust between cultures. The British Council’s 2020 vision for English & Examinations is to be the world authority in high quality English language teaching, learning and assessment, as well as the international distributor of choice for UK professional and school qualifications. Main opportunities/challenges for this role Service delivery Ensures the results are released within 24 hours from receipt of Senior Examiner Manager while monitoring the accuracy of the released results. Manages the various applications related EOR team inboxes, dealing with enquiries. Improves EOR service quality by assisting in evaluating and updating current EOR procedures. Receives instructions and requests from EoR managers and Examiners, and plans and organizes given resources accordingly (often at short notice) to ensure that work is carried out efficiently and effectively Provides timely feedback on EoR marking issues and events to more senior managers, enabling the adaptation of work plans where necessary and supporting continuous improvement in the efficiency/cost effectiveness/quality of service delivery/systems in the team. Provides proactive and timely support to the EoR Support Manager and team members if and when required. Provides administrative support in the recruitment, training, standardization and monitoring of EoR markers. Customer service Takes end-to-end accountability for researching and obtaining satisfactory and timely resolution of complex/escalated queries from Senior Examiners and Centres. Coordinating input from other colleagues/departments/managers as required, to do so. Ensures the Senior Examiner/Centre is kept informed throughout the process. Relationship & stakeholder management Develops good working relationships with appropriate colleagues throughout the BC to facilitate effective and efficient EoR results turnaround. As required, supports senior colleagues in hosting/attending EoR events and wider IELTS events as deemed appropriate by team manager, ensuring these run efficiently and effectively and that a positive, professional image of the BC is projected. Risk & compliance Follows agreed corporate risk management processes and procedures when delivering services (e.g. child protection, security policies, financial protocols, anti-fraud measures) to protect the interests of the BC and its customers at all times. Analysis & reporting Using standard procedures and templates, to produce weekly, monthly, and quarterly reports for the EoR Managers on EoR services. These reports analyze operational activity levels and performance data, to support managers in making timely and effective business decisions that respond to operational needs. Commercial & resource management Operates and runs regular reports on a range of standards, corporate financial processes, and procedures to enable effective budget and resource management for the EoR– e.g. purchase order system, FABS, SAP, procurement processes. Actively seeks to maximize value for money when booking meetings and training venues for Senior Examiner meetings and training sessions. Leadership & management Plans and prioritizes own work activities, which span across a range of different work streams, responding to changing and at times competing requirements to ensure effective delivery of responsibilities over a weekly/monthly time horizon. Likely to manage the day-to-day performance of a more junior team (temporary staff), dealing with sickness, discipline, motivation etc., to ensure high quality service delivery is maintained at all times. Tasks and coordinates offshore centre to complete activities in accordance with agreed marking deadlines. Qualifications Graduation in any field is a must. Role Specific Knowledge And Experience Minimum 1-2 years of exp. in backend operations/IELTS Demonstrable experience of excellent verbal and written communication skills for a wide variety of audiences Demonstrable experience of delivering training using a range of methods Demonstrable experience of working to tight, and immovable deadline Demonstrable experience of working as part of a dispersed team to successfully Further Information Pay Band – 4 Contract Type – FTC Department/Country- GSS English & Exams (IELTS Operations)/India Closing Date (Time) – 12 June 25 (IST) A connected and trusted UK in a more connected and trusted world. Equality, Diversity and Inclusion Statement We are committed to equality, diversity and inclusion and welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work. The British Council is a Disability Confident Employer. The Disability Confident scheme helps challenge attitudes, increase understanding of disability and ensure staff are drawn from the widest possible pool of talent. We guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities. Safeguarding Statement The British Council is committed to safeguarding children, young people and adults who we work with. We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989. Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children. If you experience any difficulties with submitting your application, please email askhr@britishcouncil.org Show more Show less
