Teaching Operations Assistant, Hungary

Transformation has resulted in changes in skills requirements, roles, and numbers of roles required in the new operating model. The roles in the new operating model will be restricted to employees in the selection pool in the first instance. Selection for any jobs that remain unfilled following the agreed selection process will be conducted in line with the Global Recruitment policy.

The English and Examinations Strategic Business Unit (E&E) is one of three strategic business units in the British Council (the others being Arts and Education & Society) all of which have the remit to build trust for the people of the UK by building relationships through aspects of our language and culture. E&E achieves this by enabling people across the world to access the life-changing education and work opportunities that are created by learning English or gaining valuable UK qualifications. Promoting the English language also provides a medium for communication, helping break down barriers of misunderstanding or mistrust between cultures.

The British Council’s 2020 vision for English & Examinations is to be the world authority in high quality English language teaching, learning and assessment, as well as the International distributor of choice for UK professional and school qualifications

This role is a new role as part of English Transformation programme. In line with the Global Recruitment policy, standard application and recruitment decisions will apply for this role.

Department: Teaching Centres 

Contract type: Local standard, definite for two years (initially), full time

Payband: local PB J

Starting salary: from 291,667 HUF gross monthly

Starting date: as soon as possible

Benefits: Home Internet reimbursement (up to HUF 5,000); Széchenyi Recreation (SZÉP) Card etc.

Role Purpose: To provide coordination and logistical support to ensure the smooth running of the teaching operation.

Main Accountabilities:

Service and product delivery support

• Delivers a range of administrative and/or customer services within agreed corporate procedures, to maximise quality, continuity and efficiency.
• Ensures student registration, customer care and re-registration processes are compliant with corporate policies and support effective teaching, learning and service standards.
• Maintains accurate customer records that are compliant with corporate requirements.
• Performs basic analysis and review data/tasks/information, to support process improvement.
• Provides logistical support within the Teaching centre and supports delivery of internal and external activities, to ensure they run smoothly and efficiently.

Customer support

• Receives and responds to enquiries from/to customers, and may be a specific point of reference for queries. 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 relevant team to any issues of concern that are likely to impact teaching delivery/customer experience.
• Proactively communicates and liaises with others to ensure effective coordination and delivery of events, services and activities.
• Builds an understanding of relevant contacts and teams to enable effective resolution of issues when they arise.

Risk and compliance

• Understands and adheres to risk management procedures relevant to teaching delivery (e.g. child protection, security policies, financial protocols, anti-fraud measures) to protect the interests of the British Council and its customers at all times. Highlights to senior managers any instances of non-compliance.
• Ensures compliance with corporate requirements when handling customer data to support effective reporting and decision making.

Managing self and others

• Plans and prioritises own work activities, responding to changing requirements to ensure effective delivery of responsibilities over a daily/weekly time horizon.

Requirements:

Minimum/Essential: Experience in a customer focused environment; C1 level proficiency in English; C2 level proficiency in Hungarian. Desirable: Experience working in a teaching centre.

Additional requirements: Pre-existing right to live and work in Hungary; Working days and hours - this role’s general working pattern will be Tuesday to Saturday and will involve regular early evening shifts during the week.

Closing Date: Sunday 18 June 2023 23:59 CEST

We are committed to policies and practices of equality, diversity and inclusion across everything we do. We will support all employees to make sure their behaviour is consistent with this commitment.  We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.