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Exams Coordinator

2 months ago

Ottawa, Ontario, Canada British Council Full time
Job Description

Role Overview

The British Council is seeking a highly skilled and experienced Exams Coordinator to join our team. As an Exams Coordinator, you will play a critical role in ensuring the smooth delivery of examinations in a designated location. This includes coordinating the planning and delivery functions in preparation for Test Day, ensuring exam materials are received and stored securely, and overseeing the handling of confidential materials.

Main Responsibilities

  • Coordinate the planning and delivery functions in preparation for Test Day, ensuring all necessary materials and resources are in place.
  • Ensure exam materials are received at the Test Centre and stored securely in the Confidential Materials Room (CMR).
  • Oversee the handling of confidential materials and the management of the CMR to ensure British Council standards are met.
  • Plan and ensure preparation, sorting, and packing of confidential exam materials for designated test venues.
  • Lead on the reconciliation of stock both received and retained post Test Day.
  • Plan and ensure adequate suitcases and CMR storage furnishings in line with British Council requirements.
  • Plan for the Test Day by ensuring sufficient resources and their distribution to venues as per requirements.
  • Act as the main point of contact for Venues and Test Day Staff 48 hours prior to and on the Test Day.
  • Ensure appropriate staffing levels are maintained on the Test Day in case of last-minute Venue Staff and Examiner cancellations.
  • Ensure the proper procedures and documentation are adhered to when handing over exam materials to courier or Venue Staff.
  • Arrange transport of confidential materials and resources required on test day to the exam venue.
  • Ensure proper script tracking, packing, and return or scanning, storing, and shredding.
  • Ensure all exam results are input into the Awarding Bodies platforms as per requirements.
  • Ensure all exam scripts are scanned and/or delivered to Awarding Bodies.
  • Ensure results, TRFs, and certificates are produced and issued.
  • Ensure Enquiries on Results are processed with Awarding Bodies.
  • Conduct checks on processes, customer journey, and test delivery quality, including Venue Audits and Venue staff Monitoring.
  • Perform financial duties relevant to the function, including raising POs and processing invoices.
  • Provide timely escalation of issues, enabling the adaptation of work plans where necessary.
  • Support continuous improvement in efficiency, cost-effectiveness, and quality of service delivery by using standardized systems and processes.
  • Manage Test-Day related contracts with external vendors, ensuring SLA/performance standards are met.

Customer Support

  • Lead 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.
  • Ensure complex customer operational complaints are escalated to the Exams Operations Manager.
  • Recognize and understand the impact of incidents arising (e.g., complaints, resourcing problems, logistical or technical difficulties) and proactively alert relevant teams to any issues of concern that are likely to impact service/project/task delivery or customer experience.

Risk and Compliance

  • Ensure adherence to Business Assurance standards, including management of CMR, incident reporting, and raising awareness of security standards in the team.
  • Carry out frequent random checks on Test Day to proactively prevent issues from arising.
  • Provide support and reporting for audits and performance reviews.
  • Follow agreed corporate risk management processes and procedures when delivering services to protect the interests of the British Council and its customers at all times.

Analysis and Reporting

  • Using standard procedures and templates, regularly record, analyze, and report 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

  • Prioritize own work activities, which span across a range of different work streams.
  • Plan and prioritize line manager's operational activities and support team knowledge and skills development towards effective delivery of services.
  • Task and coordinate 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.

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.

Role-Specific Knowledge and Experience

  • Relevant work experience in a business development/sales role.
  • Experience of working in a compliant and regulated environment.
  • Market research.
  • Building and maintaining stakeholder relationships.

Desirable

  • Contract management.
  • Experience of working with regulatory bodies.
  • Understanding of the country educational sector.

Role-Specific Skills

  • Italian language skills to the CEF C1 level.
  • English language skills to the CEF C1 level.

British Council Core Skills

  • Communicating and influencing (level 2) - Relates communications to circumstances.
  • Managing projects (level 2) - Analyzes project data.
  • Finance and resource management (level 2) - Uses corporate financial systems and processes appropriately as part of the job and on behalf of a team.
  • Commercial and business development (level 2) - Analyzes trends.
  • Account and partnership management (level 2) - Works with stakeholders and partners.