Exams Coordinator TDD

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We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.

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Exams Coordinator - Test Day, CMR & Post Exam Processing. Based in Italy – PB 4 (H) - Permanent

Based in Italy - Please note that for this position, no relocation is provided. 

Candidates must have pre-existing permit to work in Italy.

Permanent contract - Full time 35 hours per week - Mon-Fri - annual gross between 29,012.00 € and 39,420.00 € depending on previous relevant experience.

Deadline for applications: Sunday 4th August 2024 at 23:59 CET

Purpose of the role

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

Main opportunities for this role:

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 preparation, 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 (if required).
▪ 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 on 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.
▪ 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 & 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 & 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 & 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.

Role Specific Knowledge and experience

Essential

▪ 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

Desiderable

▪ 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

Commmunicating and influencing (level 2) Relates communications to circumstances

Displays good listening, writing and speaking skills, setting out logical arguments clearly and adapting language and form of communication to meet the needs of different people/audiences

Managing projects (level 2) Analyses project data

Examines project data and performance, reporting on progress and recommending corrective action as needed

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) Analyses trends
Researches markets and conducts cost/benefit analyses to identify new opportunities or recommend improvements to current initiatives

Account and partnership management (level 2) Works with stakeholders and partners
Communicates regularly with diverse stakeholders, customers and/or partners to build mutual understanding and trust

Deadline for applications: Sunday 4th August 2024 at 23:59 CET

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Equality , Diversity, and Inclusion (EDI) Statement

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