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Exams Coordinator Test Day, CMR & Post Exam Processing

Date: 26-Mar-2021

Location: Prague, European Union, CZ

Company: British Council

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.

 

Department: Examinations Services

Contract type: Local standard, definite

Duration: 24 months

Payband: Local PB H

Starting salary: 28 750,- CZK (gross monthly)

Starting date: 01 June 2021 (or earlier, if possible)

 

Role Purpose: The purpose of this role is to coordinate effective and efficient delivery of Exams within a location as well as post-exams processing. This role will support the engagement, relationship and performance of Venues and Test Day Staff (including acting as main point of contact) prior to and on the Test Day. The role will co-ordinate and escalate where required, risks or issue resolution, including co-ordination of customer communication directly or through customer services.

 

This role will manage the safe handling of confidential materials in accordance with compliance standards during the multiple exchanges in country/location. This includes movement and activities related to the primary storage area known as the Confidential Materials Room (CMR). This role includes managing the CMR, logistics and quality of all materials to run Test Day including stationery, uniforms, banners, IT equipment. The role is also responsible for ensuring timely scanning and submitting of exam papers to meet requirements for marking as well as for processing enquiries on results.

 

Main Challenges:

- Drive right behaviours in the team towards greater awareness related to maintaining confidentiality of sensitive exam related materials.

- Implement improvement actions in the distribution and logistics of handling confidential materials.

 

Main Accountabilities:

Product Service Delivery

- Coordinates the related planning and delivery functions in preparation for Test Day in line with BC processes.

- Supports the selection of suitable venues by viewing venues identified by Cluster Operations Planning function (if required).

- Ensures exam materials are received at Test Centre and stored securely in the Confidential Materials Room (CMR).

- Oversees the handling of confidential materials and the management of the CMR to ensure British Council standards are met.

- Plans and ensures sorting and packing of confidential exam materials for designated test venues including computer - based access keys and codes.

- Leads on the reconciliation of stock both received and retained post Test Day. Escalates any discrepancies.

- Plans and ensures adequate suitcases and CMR storage furnishings in line with BC requirements.

- Plans for the Test Day by ensuring sufficient resources and their distribution to venues as per requirements (e.g. process guides, stationery, branding /signage/ technical equipment – speaking test/hand scanners and CICO devices).

- Acts as main point of contact for Venues and Test Day Staff 48 hours prior to and on the Test Day.

- Ensures appropriate staffing levels are maintained on the Test Day in case of last-minute Venue Staff and Examiner cancellations.

- Ensures the proper procedures and documentation is adhered to when handing over exam materials to courier or Venue Staff (VS).

- Arranges transport of confidential materials and resources required on test day to the exam venue.

- Ensures proper script tracking, packing and return OR scanning, storing and shredding.

- Ensures all exam results are input into the Awarding Bodies platforms as per requirements.

- Ensures all exam scripts are scanned and /or delivered to Awarding Bodies.

- Ensures results, TRFs and certificates are produced and issued.

- Ensures Enquiries into Results are processed with Awarding Bodies.

- Conducts checks on processes, customer journey and test delivery quality, including Venue Audits and Venue staff Monitoring.

- Performs financial duties relevant to the function (e.g. raising POs, processing invoices, etc.).

- Provides timely escalation of issues, enabling the adaptation of work plans where necessary.

- Supports continuous improvement in efficiency, cost effectiveness and quality of service delivery by using standardised systems and processes.

- If relevant, manages Test-Day related contracts with external vendors (e.g. courier, shredding service, taxi service, etc.) ensuring SLA/performance standards are met.

 

Customer support

- Leads on researching and obtaining satisfactory and timely resolution of customer (internal or external) operational complaints and issues, coordinating input from other colleagues/departments/managers as required, to do so.  Ensures the customer is kept informed throughout the process.

- Ensures complex customer operational complaints are escalated to the Exams Operations Manager (Country / sub-Cluster).

- Recognises and understands the impact of incidents arising (e.g. complaints, resourcing problems, logistical or technical difficulties) and proactively alerts relevant teams to any issues of concern that are likely to impact service/project/task delivery or customer experience.

 

Risk and compliance

- Ensures adherence to Business Assurance standards (e.g. management of CMR, incident reporting, raising awareness of security standards in the team).

- Carries out frequent random checks on Test Day to proactively prevent issues from arising.

- Provides support and reporting for audits and performance reviews.

- 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 and reporting

- Using standard procedures and templates, regularly records, analyses and reports on operational activity levels and performance data, to support senior managers in making timely and effective business decisions that respond to operational needs.

 

Leadership and management

- Prioritises own work activities, which span across a range of different work streams.

- Plans and prioritises line managees’ operational activities and supports team knowledge and skills development towards effective delivery of services.

- Tasks and coordinates others (e.g. third-party suppliers, external partners and internal colleagues) to complete activities in accordance with agreed service delivery/ contractual/ project milestones or requirements (e.g. cost schedules, time deadlines etc.).

 

Test Day Support

- Where appropriate this role will be part of a team carrying out Duty Officer duties on a rotational basis supporting test day delivery. The test day roster will include some early morning and weekend cover.

 

Requirements:

Minimum/Essential: Experience working in a relevant field; Experience working in an operations environment managing confidential materials; Experience of leading on delivery of computer-based exams; Working in a challenging environment operating against very tight deadlines; Experience working in a compliant and regulated environment; The ability to build relationships with external stakeholders (i.e. exam boards); Minimum 12 months experience in managing a team; English language skills to the CEF C1 level; Local language skills to C1 level (B2 as a minimum).

 

Desirable: Degree in any subject or relevant qualification.

 

Benefits: Annual leave 25 days plus public holidays (approximately 14); Meal vouchers; Vouchers for free time activities; Sick day (s); Flexible working; Homeworking; Mobile phone; Laptop; Discount on company products.

 

Closing Date for Applications: Sunday 18 April 2021 23:59 UK Time

 

 

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 is committed 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 Council’s Safeguarding policies for Adults and Children.