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    Test Day Delivery Officer - Nairobi, Kenya - British Council

    British Council
    British Council Nairobi, Kenya

    3 days ago

    Default job background
    Full time
    Description

    ABOUT THE COMPANY

    We connect people with learning opportunities and creative ideas from the UK. Whether you want to learn or teach English, take an exam, study in the UK or find out about our forthcoming events, this is the place to start.

    JOB SUMMARY

    The purpose of this role is to ensure effective and efficient delivery of Exams. To manage Venue Supervisor engagement, relationship, and performance. To co-ordinate and manage any risk or issue resolution, including co-ordination of customer communication directly or through customer services. To be point of contact for Venues/Venue Supervisors on the day. This role will be required to work test days which will involve weekend work as part of the contracted hours.Role specific knowledge and experience:Experience working in a busy operational environment delivering high levels of customer service.Ability to ensure compliance, risk, and security standards are monitored and maintained.Minimum requirements:University degree in any subject or relevant qualificationDesirable:Experience of supporting delivery of computer-based examsPost-graduate qualification

    RESPONSIBILITIES

    Undertakes the related planning and delivery functions in preparation for Test Days in line with BC processes.Receives and responds to enquiries from/to customers and may be a specific point of reference on queries relating to an area of nominated expertise or responsibility. Identifies where more complex issues require resolution by others and refers them on accordingly.Supports continuous improvement in the efficiency/cost effectiveness/quality of service delivery/systems in the unit or department.Undertakes contingency and risk management on the ground, liaises with Customer Service, Examiner or Venue Staff to ensure alignment on communications.Proactively work with Operations Managers to deliver satisfactory and timely resolution of customer (internal or external) complaints, coordinating input from other team members as required. Ensures the customer is kept informed throughout the process. (Complaints focused on test day incidents). Recognises and understands the impact of incidents arising (e.g. complaints, resourcing problems, logistical or technical difficulties) and proactively alerts the team leader to any issues of concern that are likely to impact service/project/task delivery or customer experience.Uses standard procedures and templates, regularly records, analyses, and reports on operational activity such as venue staff performance to support senior managers in making timely and effective business decisions that respond to operational needs.Monitors and takes responsibility for small-scale resources/cash/stock, following established procedures and ensures that equipment and materials are available and ready to use when needed.Plans and prioritises own work activities, which span across a range of different work streams, responding to changing and at times competing requirements to ensure effective delivery of responsibilities over a weekly or monthly time horizon.

    REQUIRED SKILLS

    Risk management, Reporting, Ability to coordinate, Office tools: Word, Excel, Outlook, Communication, Customer relations

    REQUIRED EDUCATION

    Bachelor's degree

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