Summary
Date Posted: Monday, January 08 2024, Base Salary: Not Disclosed

JOB DETAILS:
Location: Kampala, Sub Saharan Africa, UG

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.

Exams Operations Support Assistant

Role Purpose
The purpose of this role is to ensure effective and efficient delivery of Exams. 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 BC processes
• Receives instructions and requests from cluster operations, 5 days before Test Day itself and plans and organizes given resources accordingly (often at short notice) to ensure that work is carried out efficiently and effectively
• Scan dashboards to monitor performance and identify issues
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 service/project/task 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.
• Develops good working relationships and engagement with Venue Staff and appropriate colleagues throughout the BC to facilitate effective and efficient service delivery.
Risk and Compliance
• Undertakes contingency and risk management on the ground, liaises with Customer Service, Examiner, or Venue Staff to ensure alignment on communications
• Leads in providing support related to compliance or investigations on Test Day and related issues.
• 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
• 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.
• Leads meetings to review Test Day performance delivery, continual improvement, and corrective actions.

Role-specific knowledge and experience:
Essential requirements:
• Diploma from any field
• 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.

Desirable:
• Bachelor’s degree from any field
• Experience working on Exams.
• Experience in supporting the delivery of computer-based exams.
Further Information
• Pay Band – 4
• Remuneration: UGX 3,398,336 Gross Per Month
• Contract Type – 6 Months Fixed Term Contract
• Location – Kampala, Uganda
• Department/Function - English and Exams
• Additional information
• Language requirements: Strong written and oral English communication skills.
• The Role holder must have existing rights to live and work in the country the role is based.
• Closing Date – 18 January 2024. Applications will close at 23:59 East Africa Time



Work Hours: 8

Experience in Months: 24

Level of Education: Associate Degree

Job application procedure
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