Global Marking Support Officer

3 weeks ago

London, United Kingdom British Council Full time

Global marking support officer

**Date**:08-Feb-2023

**Location**: London, UKM, GB

**Company**:British Council

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language. We work in two ways - directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK. These connections lead to an understanding of each other's strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

**Job Title**:Global Marking Support Assistant - GED

**Role Purpose**: Lead on managing utilisation and allocation of Global Hub Examiners for the delivery of online IELTS testing globally. Work closely with Global Marking Support Managers providing support to the Examiner Hubs in ensuring that the Hubs operate effectively and consistently. The post holder will ensure that all processes are carried out to a high standard in accordance with all appropriate internal policies and external regulations and can withstand scrutiny.

**Main Accountabilities**:
**_Service delivery_**
- Implements a range of standardised, operational procedures and systems to plan work or schedule based on management direction to ensure milestones are met
- Receives instructions and requests from Hub Managers, Examiner Standards Managers, Global Marking Support Manager and Examiners, and plans and organises given resources accordingly (often at short notice) to ensure that work is carried out efficiently and effectively
- Provides timely feedback on operational 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 unit or department
- Uses a range of standardised systems and processes to plan and coordinate effective, timely and cost-effective logístical support to enable the delivery of high-quality services to a range of Examiners
- Liaises and works in or with the operational team, where or when the need arises to ensure the effective and smooth delivery of results

**_Customer service_**
- Takes end-to-end accountability for researching and obtaining satisfactory and timely resolution of queries from Examiners, coordinating input from other colleagues in the Global Exams Delivery Operations (GEDO). Ensures the customer is kept informed throughout the process
- Focuses on delivering excellent customer service throughout all tasks, projects and processes

**_Relationship & stakeholder management_**
- Develops good working relationships with appropriate colleagues throughout the BC to facilitate effective and efficient service delivery
- As required, supports senior colleagues in the GEDO ensuring operations run efficiently and effectively and that a positive, professional image of the BC is projected

**_Risk & compliance_**
- Adheres to regulatory and internal procedures and obligations
- Uses standardised processes to monitor teams compliance with agreed quality procedures, ensuring adherence with regulatory and internal compliance requirements. Highlights to senior managers any instances of non-compliance

**_Analysis & reporting_**
- Uses standard procedures and templates, updates and regularly reports on key management information to the Global Marking Support Manager
- Ensures that all data and databases are up-to-date and accurate to support senior managers in making timely and effective business decisions that respond to operational needs

**_Commercial & resource management_**
- Operates and runs regular reports to enable effective resource management for the team
- Actively seeks to maximise value for money when scheduling resources

**_Leadership & management_**
- Plans and prioritises own work activities, which span across the GEDO, responding to changing and at times competing requirements to ensure effective delivery of responsibilities over a weekly/monthly time horizon
- Likely to support the management of day-to-day performance of Examiners escalating incident

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