IELTS Officer, Candidate Services
2 months ago
- Job Title: IELTS Officer, Candidate Services (Contract)
- Requisition #: 24-0552
- Location: Waterloo
- Department: IELTS Operations
- Payband: F
- Starting Rate: $30.00
- Payband Range: $30.00 - $34.77
- Hours/Week: 35
- Posting Date: Wednesday, June 12, 2024
- Closing Date: Wednesday, June 19, 2024 at 11:59 PM EST
- Vacancy Type: Support Staff - Full-time Temporary Appendix D Contract
Support Staff Temporary Full-time Appendix D Contract Replacement Position (3 months)
The International English Language Testing System (IELTS) Officer, Candidate Services, is responsible for the pre- and post-test candidate journey from the receipt of the registration to the distribution of the Test Report Form (TRF) for assigned test venues including both Paper-Based and Computer Delivered (CD) IELTS. The incumbent provides excellent customer service to IELTS candidates throughout this process. The IELTS Officer offers on-site support on testing days to the Marsland Waterloo testing venue, and offsite venues.
Successful candidates will be required to conduct work within Ontario and must be available to work on campus as required. It is anticipated that this position will meet the needs of the department through a hybrid work arrangement with three days on-site, and two days remote. The position is required to work Tuesday to Saturday.
Responsibilities:Pre-Test Duties
- Manage online registrations including document upload and online payment to ensure test venues are booked to capacity but not over booked, including managing constant changes that stem from refunds, transfers and other unforeseen changes to capacity as well as reserved seating for private school partners
- Follow up with candidates whose applications are on hold (due to issues with document upload or validity of identification presented)
- Send final confirmation emails at least two days before scheduled test date
- Update Online Registration System (ORS) to ensure venues are closed when at capacity and open venues as needed based on changes in capacity, new registrations, test day transfers and cancellations
- Ensure candidates’ supporting documents are in compliance with IELTS standards as outlined in the IELTS Administrator’s Manual; inform candidates of discrepancies to resolve any issues
- Export candidate information from Online Registration System (ORS) into IELTS Web Administration System (IWAS) database
- Process Test Day Transfer Requests by updating IELTS Web Administration System /BX database
- Create digital folder with refund requests and candidate payment list with necessary details to Assistant Manager, Operations every week, by agreed upon timeline
- Ensure that all live test materials are kept secure under two tier locking system in accordance with IELTS Administrator’s manual
- Assist and verify packing for testing at assigned Computer Delivered and Paper-Based venue
- Monitor the shared (help@ieltscanada.ca) email account.
Test Day Duties
- Provide on-site support to our Marsland CD IELTS operation as follows: door greeter / candidate screening for both morning and afternoon registrations, help with baggage collection/ retrieval, and other tasks as requested by the Test Day Supervisor
- Responsible for entering/confirming marks in IELTS Web Administration System from the Speaking Examiner Report (SER) or online Voice Call Speaking excel form
Post-Test Duties
- Record absences and make corrections to candidate information in IELTS Web Administration System /BX if necessary
- Create batch headers for scanning answer sheets and OMRs
- Unpack, sort, review and prepare answer sheets and OMRs for scanning by ensuring all candidates details are legible including candidate number, module, and page number
- Run Jagged Profiles Report and enter/confirm Jagged Profiles after marking is completed
- Prepare labels and Purolator batches for each test location to distribute Test Report Forms (TRFs); ensure information matches what’s on the application
- Stuff and seal envelopes, ensuring accuracy of addresses and file numbers, and that TRFs and envelopes are matched correctly, e-transfer TRFs to STED ROs (receiving organizations)
- Process Enquiry on Results requests
Other Duties
- Provide administrative support as required in the absence of other candidate service team members
- Answer candidate enquiries via phone and email for assigned venues, including answering the main phone line, emails and helping walk-ins
- Inform Manager of updates to website information on test date availability at www.ltscanada.ca
- Monitor partner websites for updates and information regarding IELTS and notify Managers
- Two-year Diploma in Office administration, Business Administration, IT Support or related discipline is required
- Minimum of two years practical experience in an office environment with a focus on data management and customer service
- Work experience in a culturally diverse environment is preferred
- Demonstrated experience working with high volumes and tight deadlines is preferred
- Excellent written and oral communication skills, particularly with individuals whose first language is not English; knowledge of a second language would be an asset
- Excellent organizational and time management skills; ability to set priorities, multi-task and work in an environment with frequent deadlines and ongoing interruptions
- Ability to accurately manage large volumes of data with attention to detail
- Excellent interpersonal skills and the ability to work with a diverse team in a demanding high volume environment
- Sound problem solving and judgement skills
- Ability to work in a team environment and effectively communicate with the team
- Highly developed customer service skills and the ability to respond with tact, diplomacy, discretion and professionalism
- Advanced computer literacy; Microsoft Office competency, especially Excel and Word; experience with databases
Conestoga College is a leader in polytechnic education. Our career-focused education, training, and applied research programs prepare students for success, support industry, and workforce needs and promote economic prosperity throughout our region and across Ontario.
We thank all applicants but only those selected for an interview will be contacted. Conestoga College is committed to workplace diversity and provides accommodations to applicants with disabilities throughout the hiring process. If you require accommodation, please contact Human Resources via the Contact page.
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