Job by British Council Aug 14 2024
Position: Test
Day Delivery and Logistic Coordinator – Ethiopia
Company: British Council
We support peace and
prosperity by building connections, understanding, and trust between people in
the UK and countries worldwide.
We work directly with
individuals to help them gain the skills, confidence, and connections to
transform their lives and shape a better world in partnership with the UK. We
support them in building networks and exploring creative ideas, learning
English, getting a high-quality education, and gaining internationally
recognized qualifications.
Working with people in
over 200 countries and territories, we are on the ground in more than 100
countries. In 2021–22 we reached 650 million people.
Test Day Delivery and
Logistics Coordinator
Role Purpose
The purpose of this
role is to ensure effective and efficient delivery of Exams in Addis Ababa,
Ethiopia. To handle confidential materials during the multiple exchanges in the
country/location by compliance standards. To manage Venue Supervisor
engagement, relationship, and performance. Coordinate and manage any risk or
issue resolution, including coordination of customer communication directly or
through customer services. To be the point of contact for Venues/Venue
Supervisors on the day. This role will be required to work test days which will
involve weekend work as part of the contracted hours.
Main accountabilities
but not limited to the following:
Product Service
Support
- Undertakes the related planning
and delivery functions in preparation for Test Days in line with BRITISH
COUNCIL processes.
- Receives instructions and
requests from cluster operations, 5 days before Test Day and plans and
organizes given resources accordingly (often at short notice) to ensure
that work is carried out efficiently and effectively.
Customer support
- Receives and responds to
inquiries from/to customers and maybe a specific point of reference on
queries relating to an area of nominated expertise or responsibility.
Identifies where more complex issues require resolution by others and
refers them accordingly.
- Recognises and understands the
impact of incidents arising (e.g. complaints, resourcing problems,
logistical or technical difficulties) and proactively alerts the team
leader to any issues of concern that are likely to impact test delivery or
customer experience.
Relationship &
stakeholder management
- Supports continuous improvement
in the efficiency/cost-effectiveness/quality of service delivery/systems
in the unit or department.
- Proactively works with the
Operations Manager to deliver satisfactory and timely resolution of
customer (internal or external) complaints, coordinating input from other
team members as required. Ensures the customer is kept informed throughout
the process.
Risk and Compliance
- Undertakes contingency and risk
management on the ground, and liaises with Customer Service, Examiners,
and Venue Staff to ensure alignment on communications.
- Leads in providing support
related to compliance or investigations on Test Day and related issues.
Analysis &
Reporting
- Uses standard procedures and
templates, regularly records, analyses, and reports on operational
activity such as venue staff performance to support senior managers in
making timely and effective business decisions that respond to operational
needs.
Finance & Resource
Management
- Monitors and takes
responsibility for small-scale resources/cash/stock, following established
procedures and ensuring that equipment and materials are available and
ready to use when needed.
Role-specific
knowledge and experience:
- Experience working in a busy
operational environment delivering high levels of customer service.
- Ability to ensure compliance,
risk, and security standards are monitored and maintained.
- Track record of working in a
tightly controlled process-driven environment
Desirable:
- Experience in leading on
delivery of computer-based exams.
- Experience working in an Exams
environment.
Further Information
- Pay Band – BRC-4-F
- Salary – ETB 38,924.00 plus
benefits
- Contract Type – Indefinite
Contract
- Department: Exams
- Locations: Addis Ababa,
Ethiopia
- Role holders may be required to
work on weekends when required for exam delivery.
- Role holders must have existing
rights to live and work in the country the role is based.
- Closing Date: 25 August 2024
applications will close at 23:59 South Africa Time
- Role Profile – Akhona Tsube
To apply use this link
( https://career2.successfactors.eu/careers?company=britishcou )