Test Day Delivery Officer

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.

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.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021–22 we reached 650 million people.

Test Day Delivery Officer

Role Purpose:

The purpose of this role is to ensure effective and efficient delivery of Exams within a location. To make sure venues are appropriately stocked with the technical and non-technical materials to run the test day in accordance to compliance standards, and that systems are in place to make sure the correct staff and materials (confidential and non-confidential) reach and return from the venue. The role holder will be the point of contact for Venues/Venue Supervisors on the day. This role will be required to work exam days which will involve weekend work as part of the contracted hours. The role holder will also provide support for venue staff management using appropriate internal systems and technology.

Main accountabilities but not limited to the following:
 

Product Service Support

• Ensures exam venues across Bangladesh are prepared to meet or exceed British Council QCA standards in line with instructions from Test Day Manager
• This includes management of all transport and technical and non-technical equipment needed to run test days – signeage / banners / EDM and EVM / microphones and sensors / technology for computer delivered tests; IELTS / ACCA / APTIS.
• Ensures exam materials are despatched to Test Centres and stored securely
• Supports decisions of Test Day Manager with the selection of venue staff
• Manages venue staff availability and deploy Venue Staff, using BOSS and other technology to allocate venue staff and examiners to Test
• Provides support for payment processes for venue staff ( with finance ) using BOSS and AVSP
• Gathers data for performance monitoring of staff on Test Day and pass to Test Day Manager
• Gathers data for Investigations emerging from Test Day activities
• Ensures Transport to and from all venues is planned and managed

Customer support

• Receives and responds to enquiries from/to customers or via Customer Services
• May be a specific point of reference on queries relating to an area of nominated expertise or responsibility, particularly CB exams or Aptis, or the management of a specific venue
• Identifies where more complex issues require resolution by other people and refers them on accordingly
• Recognises and understands the impact of incidents and alerts the team leader to any issues of concern that are likely to impact service delivery or customer experience.
• Relationship & stakeholder management
• Develops good working relationships with Venue Staff, Venue suppliers, and suppliers of Test Day equipment and appropriate colleagues throughout the BC
• Act as point of contact and manage escalated issues in country from Venue Supervisors and Venues

Relationship & stakeholder management

• Carries out instructions and requests from Team Lead and Operations Director efficiently and effectively.
• Builds an understanding of who’s who within the overall team to enable effective resolution of issues
• May interact with individual Customer queries, B2B customers, or Exam boards

Risk and Compliance

• Identifies risks in any Test Day activities and pass on any issues that cannot be simply resolved to Test Day Manager of other relevant staff
• Ensures Child Protection Action Plan and Policy is followed in all venues
• Follows agreed corporate risk management processes and procedures when delivering services
• Creates awareness within the country team on the importance of high standards around venues
• Organises venue staff payments for internal and external suppliers to British Council financial standards; payments to be made less than 2 months following completion of activity

Analysis & Reporting

• Use of appropriate technology and analysis of data from it – BOSS / CiCo / SAP
• Development of any supplementary technology ( excel etc ) needed to inform Test Day processes.  

Finance & resource management

• Manage courier SLA/performance standards and builds relationship with venue and exam day service provider in country
• Monitors and takes responsibility for resources, following established procedures and ensures that equipment and materials are available and ready to use when needed

Managing self & others

• Plans and prioritises own work activities, which span across a range of different work streams
• Tasks and coordinates others (e.g. internal colleagues or external contractors/suppliers) to complete time-limited, straightforward activities, within established procedures, in order to ensure efficient delivery of services
• Monitors task completion to agreed quality and time standards

Support for wider Exams Operation

• Provides support for the wider Exams team when capacity is an issue at peak times
• Activities could include Schools or IELTS verifications and payments
• These will have a strong interface with Customer Services

Working with Children

• In supporting the exams operation this role is likely to have occasional contact with children under 18
• These are a small % of IELTS candidates and 95% of our school’s candidates

Role specific knowledge and experience:

Minimum/essential

• Experience in identifying and minimising risk
• Experience in compliance environment
• Experience of working in a high volume, busy operational environment, delivering to standard
• Some experience of working in an environment which includes Under 18s ( eg they are some of the customers even if most are adults ).​​

Desirable

Experience of supporting on delivery of computer based exams

Further Information:

Vacancy – 1

Pay Band – 4/H
Contract Type – Indefinite Local  
Location – Chattogram, Bangladesh
Requirements - Candidates must have the pre-existing right to live and work in Bangladesh. 
Closing Date – Thursday, 25 July 2024. Closing Time: 23:59 Bangladesh Time
 

A connected and trusted UK in a more connected and trusted world.

Equality , Diversity, and Inclusion (EDI) Statement

The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment.  We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability.  All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

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.

If you have any problems with your application please email askhr@britishcouncil.org

Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.