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 country/location in accordance to compliance standards. To manage Venue Supervisor engagement, relationship, and performance. To co-ordinate and manage any risk or issue resolution, including co-ordination of customer communication directly or through customer services. To be 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.

Duties and Responsibilities

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 organises given resources accordingly (often at short notice) to ensure that work is carried out efficiently and effectively.

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 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 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, 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 ensures that equipment and materials are available and ready to use when needed.

Job Requirements

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 of 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 holder may be required to work on weekends when required for exams delivery.

• Role holder must have existing rights to live and work in the country the role is based.

• Closing Date: 25 August 2024 applications will close 23:59 South Africa Time

• Role Profile – Akhona Tsube

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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.

How to Apply

• Register using the following link CLICK HERE

• 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 askhr@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.