Exams Officer

Service Delivery/Test Administration

• Deliver a range of pre, during and post-test administrative service as per the Examining Boards and British Council standards and regulations. This includes,but not limited to: registration systems, venue staff systems, financial systems, logistical preparation, managing and updating communication channels,confidential material management and certification
• Carry out full examination venue management duties and responsibilities in line with the Examining Boards and British Council standards and regulations.
•  Work in line with the requirements of GNOME i.e. the administration of BOSS,SRS, ORS, Inspira, ICS.
• High degree of flexibility required. Frequent unsocial hours in order to deliver exams services and programme activity in Jerusalem and the West Bank.

 Relationship/Account Management

• Operate as the point of contact for assigned schools/clients.
•  Assist with the implementation of value-added services and supporting activities and events to reinforce close and trustworthy relationships with assigned schools/clients.
• Recognize and understand the impact of incidents arising (e.g. complaints, esourcing problems, logistical or technical difficulties) and proactively alert the team leader to any issues of concern that are likely to impact service/project/task delivery or customer experience
•  Maintain professional relationships with schools/clients to enable and facilitate effective and efficient service delivery
• Maintain strong relationships with British Council owned and managed venues and provide feedback for improvement as per audit standards

 Reporting

•  Maintain accurate records related to the work area and provide routine and nonstandard documentation, reports or financial analysis as requested
• Perform straightforward analysis and interpretation of data, tasks or information and present findings/results accurately and appropriately to support effective maintenance of management information systems
• Perform financial duties, including PO creation and invoicing, in line with corporate standards; conduct daily reconciliation for all CS staff using the Cash Journals and any identified discrepancies are addressed on the spot.

 Risk and Compliance

•  Use standardised processes to monitor team/unit compliance with agreed corporate risk management procedures relevant to service delivery (e.g. child protection, security policies, financial protocols, anti-fraud measures, EDI, safeguarding) to protect the interests of the British Council and its customers
• Supervise venue staff which includes performance management and attendance at the exam venue, resolving related problems and issues, supporting their training and payments processing
• Ensure test administration is carried out in compliance with relevant examining board regulations, guidelines, and standards as well as with British Council’s QCA policy and standards
•  Arrange exams venues in line with QCA policy and standards as well as in line with the branding policy
• Handle confidential materials as per QCA policy and standards and follow needed processes.

 Customers/Stakeholders Service Management

• Ensure efficient customer journey and positive customer experience to stakeholders as per British Council service management standards. This includes not limited to: registration and exams delivery cycle, enquiry-handling, information provision and communication
•  Ensure providing accurate and updated information to enquiries received from stakeholders, or referring them to the correct source
• Take end-to-end accountability for researching and obtaining satisfactory and timely resolution of complex/escalated stakeholders’ (internal or external) operational complaints and issues, coordinating input from other colleagues/departments/managers as required
• Provide direction, information, and advisement to stakeholders regarding testing policies, procedures, and outcomes

 Apply through the Career website here