Operations Specialist

tendersglobal.net

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.

Pay band: 4 (H)

Location:stanbul

Department: Exams

Contract type:Standart

Duration:1 year fixed term contract with possibility to extend

Role Purpose

The purpose of this role is to ensure effective and efficient administration of exams by supporting Test Day Delivery Manager maintaining service levels, maximizing agility and ensuring contingency. Active co-ordination of any risk or issue with Venue/Venue Supervisors and with customers (directly and through customer services). This role will be required to work on test days and to coordinate remote relationships with Country/Geography/Regional.

Main Accountabilities

Product Service Support
Accountable for planning and delivery functions in preparation (often at short notice) for Test Days in line with BC processes.
Arrange exam venues and logistics in accordance with British Council Exams standards.
Secure and timely arrival and storage of exam materials to/at the venue/test centre.
Secure and timely dispatch of exams materials to the venues and despatch of completed candidate scripts to corresponding examination boards.
Supports decisions of Test Day Delivery Manager with the selection of venue staff, sets performance expectations, provides trainings and maintains positive relations
Scan dashboards to monitor performance and identify issues
Supports the selection of suitable venues

Customer support
Receives and responds to enquiries from/to customers and may be 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 on 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.
Customer services are fully briefed to answer Level 1 enquiries about the product and handle registration.
All Level 2 Enquiries from Customers (those not handled by Customer Services) are responded to in a timely manner.

Relationship & stakeholder management
Supporting continuous improvement in the efficiency/cost effectiveness/quality of service delivery/systems in the unit or department
Proactively work with Test Day Delivery 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.
Act as point of contact and manage escalated issues in country from Venue Supervisors and Venues, supported by Operations Manager / Cluster team when required.

Risk and Compliance
Undertake contingency and risk management on the ground, liaise 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 wash-up meetings to review Test Day performance delivery, continual improvement and corrective actions

Managing self & others
Plans and prioritises own work activities, which span across a range of different work streams, responding to changing and at times competing requirements to ensure effective delivery of responsibilities over a weekly/monthly time horizon.
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.
Keep updated professionally in order to provide a service that is in line with current legislation and best practice with at least one formal training course each year in accordance with PMPD guidelines.

REQUIREMENTS:

• Right to work in Turkey
• Turkish as native language
• Proficiency in English
• 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.
• Experience managing small teams or demonstrating management potential.
• Experience working in Exams is desirable but not essential.
• Experience of supporting on delivery of computer-based examsdesirable but not essential.

ADDITIONAL INFORMATION:

• British CouncilBehaviours
• British Council Core Skills

Closing date: 23 October 2023 applications will close at 23:59 Central European Time

For more details on the position please refer to theRole Profile

A connected and trusted UK in a more connected and trusted world.

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.

The British Council iscommitted 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 Councils Safeguarding policies for Adults and Children.

If you have any problems with your application please emailaskhr@britishcouncil.org

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.

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