Test Day Delivery Officer

Our Examinations work focuses on providing access to high quality UK qualifications. Bangladesh is one of the top 10 exams businesses in the British Council

We deliver 135-140,000 exams a year. 70% of this volume are O and A levels, with most of the rest being IELTS. There is a growing Aptis sector, and a wide range of professional and university exams. We have recently begun delivering computer-based tests for the ACCA and IELTS.

Pay Band: 4
Location: Dhaka, Bangladesh
Contract type: Indefinite contract - Local
Closing date: Sunday, 3rd September 2023
 
Role Purpose:

The purpose of this role is to ensure effective and efficient delivery of Exams within a location. To make sure venues are appropriately stocked with the technical and non-technical materials to run the test day in accordance to compliance standards, and that systems are in place to make sure the correct staff and materials (confidential and non-confidential) reach and return from the venue The role holder will be the point of contact for Venues/Venue Supervisors on the day. This role will be required to work exam days which will involve weekend work as part of the contracted hours. The role holder will also provide support for venue staff management using appropriate internal systems and technology.

Main Accountabilities:

Product Service Support

  • Ensures exam venues across Bangladesh are prepared to meet or exceed British Council QCA standards in line with instructions from Test Day Manager
  • This includes management of all transport and technical and non-technical equipment needed to run test days – signeage / banners / EDM and EVM / microphones and sensors / technology for computer delivered tests; IELTS / ACCA / APTIS
  • Ensures exam materials are despatched to Test Centres and stored securely
  • Supports decisions of Test Day Manager with the selection of venue staff
  • Manages venue staff availability and deploy Venue Staff, using BOSS and other technology to allocate venue staff and examiners to Test
  • Provides support for payment processes for venue staff ( with finance ) using BOSS and AVSP
  • Gathers data for performance monitoring of staff on Test Day and pass to Test Day Manager
  • Gathers data for Investigations emerging from Test Day activities
  • Ensures Transport to and from all venues is planned and managed

Customer support

  • Receives and responds to enquiries from/to customers or via Customer Services
  • May be a specific point of reference on queries relating to an area of nominated expertise or responsibility, particularly CB exams or Aptis, or the management of a specific venue
  • Identifies where more complex issues require resolution by other people and refers them on accordingly
  • Recognises and understands the impact of incidents and alerts the team leader to any issues of concern that are likely to impact service delivery or customer experience.
  • Relationship & stakeholder management
  • Develops good working relationships with Venue Staff, Venue suppliers, and suppliers of Test Day equipment and appropriate colleagues throughout the BC
  • Act as point of contact and manage escalated issues in country from Venue Supervisors and Venues

Relationship & stakeholder management

  • Carries out instructions and requests from Team Lead and Operations Director efficiently and effectively.
  • Builds an understanding of who’s who within the overall team to enable effective resolution of issues
  • May interact with individual Customer queries, B2B customers, or Exam boards

Risk and Compliance

  • Identifies risks in any Test Day activities and pass on any issues that cannot be simply resolved to Test Day Manager of other relevant staff
  • Ensures Child Protection Action Plan and Policy is followed in all venues
  • Follows agreed corporate risk management processes and procedures when delivering services
  • Creates awareness within the country team on the importance of high standards around venues
  • Organises venue staff payments for internal and external suppliers to British Council financial standards; payments to be made less than 2 months following completion of activity

Analysis & Reporting

  • Use of appropriate technology and analysis of data from it – BOSS / CiCo / SAP
  • Development of any supplementary technology (excel etc ) needed to inform Test Day processes

Finance & resource management

  • Manage courier SLA/performance standards and builds relationship with venue and exam day service provider in country
  • Monitors and takes responsibility for resources, following established procedures and ensures that equipment and materials are available and ready to use when needed

Managing self & others

  • Plans and prioritises own work activities, which span across a range of different work streams
  • Tasks and coordinates others (e.g. internal colleagues or external contractors/suppliers) to complete time-limited, straightforward activities, within established procedures, in order to ensure efficient delivery of services
  • Monitors task completion to agreed quality and time standards

Support for wider Exams Operation

  • Provides support for the wider Exams team when capacity is an issue at peak times
  • Activities could include Schools or IELTS verifications and payments
  • These will have a strong interface with Customer Services

Working with Children

  • In supporting the exams operation this role is likely to have occasional contact with children under-18
  • These are a small % of IELTS candidates and 95% of our schools candidates

Role specific knowledge and experience:

Essential

Experience in identifying and minimising risk

  • Experience in compliance environment
  • Experience of working in a high volume, busy operational environment, delivering to standard
  • Some experience of working in an environment which includes Under 18s (eg they are some of the customers even if most are adults)

Desirable

  • Experience of supporting on delivery of computer-based exams.

Qualifications

Minimum/Essential
Graduation in any subject

Only shortlisted applicants will be contacted and called for interview. We will only shortlist applications submitted on a British Council application form submitted electronically through our careers portal. Any hard copies of the application and incomplete application in the portal will not be accepted.

To apply, please click on the following link that will take you to the careers portal of British Council -
Apply here

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Equality Statement

The British Council is committed to a policy of equality and to valuing diversity and is keen to reflect the diversity of the societies in which we work at every level within the organisation. We welcome applications from all sections of the community. We aim to abide by and promote equality legislation by following both the letter and the spirit of it to avoid unjustified discrimination, recognising discrimination as a barrier to equality of opportunity, inclusion and human rights. All staff worldwide are required to ensure their behaviour is consistent with our policies.

The British Council has Disability Confident Employer Status. We offer a guaranteed interview scheme for disabled applicants who meet the essential criteria for the role. Applicants are encouraged to highlight any specific requirements or adjustments needed to enable participation in the recruitment process.

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We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.

Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.