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Regional Operations Support Officer, UK & Ireland Exams (2809703579)

Customer Service 客戶服務

Customer Service/Receptionist


GCSE/Scottish Standard Grades A-Level Postgraduate or above 碩士或以上 Undergraduate or above 學士或以上 Intermediate apprenticeship 學徒

PSW 華語工作 Contract 合同制 Full-Time 全職 Internship 實習 Part-Time 兼職


Charing Cross, London, United Kingdom

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. Regional Operations Support Officer, UK & Ireland Exams Role Purpose To support the Regional Operations Support Manager (ROSM) to deliver the exams operational strategy within the region, prioritising the IELTS product. The role will assist with implementing changes to exams operations and ways of working. There will be close working with the operations and demand-side teams to support and ensure efficient and effective capacity, cost management and test day delivery. Main opportunities and challenges for this role: Assisting with the provision of operations support to ITCs Upholding quality and compliance standards and efforts to standardise in IELTS Supporting the implementation of significant change Assisting with the development of new ways of working across the operations function Main accountabilities but not limited to the following: Product/Programme/Service delivery: In conjunction with the ROSM, ensures ITCs have the capacity to meet market demand. Assists with the establishment of new independent test centres (ITCs) and locations. Works with Business Improvement colleagues with the continuous improvement in operational capability, efficiency and cost effectiveness Uses a range of standardised systems and processes to plan and coordinate timely and cost-effective logistical support to enable the delivery of services to a range of customers (internal and/or external) Customers & stakeholders : Handles a range of centre support enquiries and complaints, through to resolution Develops good working relationships with appropriate colleagues to facilitate effective and efficient service delivery With regional customer services gathers feedback to drive improvement Supports relationships with ITCs through regular contact and support to ensure long term business commitment, ensuring all relevant parties are informed and updated Risk & compliance Assists contingency planning, contingency implementation management and risk management of supply in IELTS Ensures quality of Speaking Examiner marking and compliance with PSN policies Provides support to the operations team on Speaking Examiner trainer recruitment, standardisation, certification and other related administrative PSN tasks Uses standardised processes to monitor compliance with agreed corporate risk management procedures relevant to service delivery Analysis & reporting . Conducts analysis of regional operations and delivery information and compiles business reports for business planning and as required for audit, incident & investigation. Presents information to enable evidence-based operational decision-making and planning Leadership & management Working closely with the global business improvement function, supports and delivers training for centre staff, including preparing training materials and conducting regional training events to improve operational effectiveness of colleagues Assists with effective team working across Operations in region and ways of working with Commercial/Business Development Role specific knowledge and experience: Please note that training will be provided to the successful candidate. Experience of overseeing IELTS operations in a business environment Operational experience in a large- scale commercial business across a number of countries Demonstrates the ability to sustain and support the growth of an exam’s product in line with strategic priorities Experience of delivery change and ensuring that new ways of working are embedded Further Information Pay Band – PB6 Salary (20,254 - 22,000) Contract Type – 2 year fixed term Location – Manchester or London Requirements – Must have the current legal rights to work in the UK . Closing date 20th January (11.59pm UK time) A connected and trusted UK in a more connected and trusted world. Equality , Diversity, and Inclusion (EDI) Statement The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities. The British Council is committed to safeguarding children, young people and adults who we work with. 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. If you have any problems with your application please email Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.