Customer Service/ Exam Assistant (Temporary) at British Council

The British Council is currently looking for 2 temporary staff for Customer service/ Exam assistant post. The first position will run from august to the 10^th of February 2014. The second position will run from the December 1, 2013 to May1, 2014

Job Title: Customer Service/ Exam Assistant

Purpose of job:
To support the achievement of country plan objectives in Nigeria by delivering examinations administration support and customer services. To maintain them at the highest professional standards as set out in the British Council's EQS (Examination Quality Standards) and by the Examination Board Partners.

Context and environment:
Customers and enquirers engage with the British Council Nigeria for a number of purposes with the majority being for examinations. Nigeria is the largest British Council exams business in the Sub Saharan Africa region. It administers exams in four subject areas: Schools, Professional/Vocational, Educational on behalf of UK institutions and IELTS. In 2012-13 we will delivered roughly 70,000 exams to 25,000 candidates. The Nigeria team comprises 22 people and are based mainly in Lagos with five in Abuja and four in Lagos.

The SSA region delivers exams in over 20 countries from its offices in 16 of these countries. In 2012, we delivered a quarter of a million exams to over 100k candidates. Growth in the region is robust, but our challenges are many. Nevertheless, Exams teams are making solid gains in our 4 strategic priority areas, namely: improving business performance, improving quality, improving financial compliance and increasing impact.

Accountabilities and responsibilities:
(including people management and finance)

• As Examinations/Customer Service Assistant the post holder will be line managed by the Lagos Centre Manager.
• Reliability: to ensure examinations are delivered securely according to board requirements
• Quality: to deliver a high standard of customer service to our customers, schools and exams candidates. Performance is measured by our own Exams Quality Standards and the inspection visits from Cambridge International Exams and other examination boards.
• Finance: all British Council standards for managing finances are met with relation to managing Purchase Orders, reconciling income, managing contracts and procurement.

Main duties:
To provide services that support British Council examination candidates.

Examinations Administration

• Providing administrative support in the delivery of examinations. This involves supporting colleagues in pre and post-test/examination administration duties. This includes exams data entry, post-despatch, assisting with session planning/implementation and examination invigilation.
• Supporting Exams Officers in venue staff monitoring and training.
• Conducting venue and school inspections.
• Supporting the wider British Council activities such as workshops, seminars and any other project related services in line with Exams Quality Standards (EQS)

Customer Service

• Complaints, comments and feedback are dealt with in accordance with corporate policy and the Exams Quality Standards.
• All service registration procedures (e.g. Exams, Certification and other programme registration) are fully understood and implemented to agreed standards.

Information Knowledge Management

• Manage information created and received in compliance with the Council’s information management standards, policies, the UK Data Protection Principles and local legislation.

Other Duties

• To assist with market testing of venues and other suppliers.
• Assisting with data collection for marketing purposes.
• To regularly attend staff meetings to both gain and impart knowledge about our customers, products and services
• To assist with any other duty examinations management deem necessary.

Key relationships:
Internal: Lagos Exams Team, Country Exams Manager, Deputy Country Exams Manager
External: Venue Staff, IELTS Examiners, enquirers, examinations candidates, IELTS Examiners, venue suppliers.

Other important features or requirements of the job
(e.g. travel, unsocial/evening hours, restrictions on employment etc)

IELTS tests are usually held on Saturdays and Sundays and some early evenings. Professional and vocational examinations are also occasionally held on Saturdays. Rostered working on Saturdays, Sundays and some evenings is required. Travel to administer/monitor IELTS tests in centres outside of Lagos is required. Test deadlines are absolute; therefore, out of office hours working may be required to meet these deadlines.

Qualifications

• Relevant post-secondary school qualification.

Application Closing Date
Friday 16 August, 2013

Method of Application
Please read through and fill the attached Customer service/ Exam assistant profile/form. To help you understand and complete the application form, read through the ‘How to complete the application’ document on the jobs page. Listed within the role profile document, you will find a number of listed ‘behaviours’ and ‘skills and knowledge’. Evidence against those criteria will need to be provided in your role application form. To help you understand those criteria, we have provided a ‘behaviours’ and ‘generic skills’ dictionary at the top of the jobs page.

Completed application forms should be sent to [email protected] no later than Friday 16 August, 2013. Please ensure the subject of your mail is “Customer service/ Exam assistant”.

Only applications received on the British Council application form will be considered and only short-listed candidates will be contacted.