Global Marking Support Officer

4 weeks ago

London, United Kingdom British Council Full time

Global Marking Support Officer

**Date**:19-Jan-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.

**Role Purpose**

The English and Examinations Strategic Business Unit (E&E) enables people across the world to access the life-changing education and work opportunities that are created by learning English or gaining valuable UK qualifications. The British Council’s vision for English & Examinations is to be the world authority in high quality English language teaching, learning and assessment, as well as the partner of choice for UK professional and school exam providers, enabling international distribution of their qualifications.

The Examinations business makes a significant contribution to British Council financial sustainability, and as such, it is essential that the business continues to grow and evolve in order to maintain its position in a fast-changing operating context. The business has been through extensive change, and has developed many standardised processes and systems across the globe to deliver efficiencies, however there is a need to constantly iterate and develop these in response to changing customer needs, increased levels of competitions and new technologies.
Lead on monitoring and oversight of examiner performance for all Global Hub IELTS examiners across multiple products including Speaking and Writing. 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
- 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
- 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
- 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

Leadership & management
- support the management of day-to-day performance of Examiners escalating incidents as appropriate

Role specific knowledge and experience:

- Demonstrable experience of working as part of a dispersed team to deliver a service
- Demonstrable experience in stake-holder

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