Exams Officer

4 weeks ago

London, United Kingdom British Council Full time

Role Purpose

The purpose of this role is to ensure exams operations and supporting resources meet customer experience requirements and ensure exams integrity on the ground. This role is ultimately responsible for efficient, effective, and compliant Test Day delivery, managing cost, risk and contingency on the ground and setting standards, developing, and managing the performance of their team.

This role will also provide technical support for all digital devices during exams sessions. This includes ensuring that the necessary devices are in good working order, properly set up and ready for exam use. The role will need to be on standby during exam sessions and troubleshoot or escalate issues for prompt resolution.

Main Accountabilities:


Service Delivery

▪ Receives instructions and requests from operations manager and organises given resources accordingly (often at short notice) to ensure that work is carried out efficiently and effectively.

▪ Adapts work plans where necessary to meet customer expectations.

▪ Supervises and monitors administration of tests by proctors and supervisors; ensures that test instructions are accurate and that appropriate testing environments are maintained.

▪ Uses a range of standardised systems and processes to plan and coordinate effective, timely and cost effective logistical support to enable the delivery of high quality services to a range of customers (internal and/or external).

▪ Keeps informed of advancing technology in standardized test administration, computer-based testing, machine scoring, and associated software.

▪ Oversee all operations at test venues for all exam products. This includes the management of all staff, the oversight of all procedures and the troubleshooting of any problems.

▪ Procures new venues as per operational capacity requirements.

Customers/ Relationship and stakeholders

▪ Takes end-to-end accountability for researching and obtaining satisfactory and timely resolution of complex/escalated customer (internal or external) operational complaints and issues, coordinating input from other colleagues/departments/managers as required, to do so.

▪ Provides routine direction, information, and advisement to students and prospective students in regards to testing policies, procedures, and outcomes.

 ▪ Develops and maintains good working relationships within the British Council to enable and facilitate effective and efficient service delivery.

▪ Develops strong relationships with British Council owned and managed venues and provides feedback for improvements as per audit standards.

Risk and compliance

▪ Uses standardised processes to monitor team/unit compliance with agreed corporate risk management procedures relevant to service delivery (e.g. child protection, security policies, financial protocols, anti-fraud measures) to protect the interests of the BC and its customers at all times.

▪ Supervises venue staff which typically includes recommendations for hiring, firing, performance evaluation, training, work allocation, and problem resolution.

▪ Ensures that all test administration is carried out in compliance with relevant university and higher education policies, regulations, guidelines, and standards.

▪ Carry out health and safety inspections of British Council exam venues to meet with corporate and awarding body guidelines.

Minimum/essential Requirements-

University Degree or relevant working experience for 2 years in a similar environment Experience working in Exams environment Experience managing operations in Exams environment

Desirable Requirements-

Knowledge of British Council Quality and Compliance policy Experience administering School Exams

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