Exam Test Day Assistant

Exams Assistant – Test Day Delivery Assistant (Temp)

Role information

Role type

Pay band

Location

Duration

Reports to

Test Day Delivery Assistant

Payband J

Dubai

1 year – Ad Hoc

ESO- Dubai

Role purpose

The purpose of this role is to support exams operations and help ensure exams integrity on the ground. This role will need to ensure resources meet pre-agreed customer requirements. This role is responsible for efficient, effective and compliant Test Day delivery, supporting operations on the ground, setting standards and guiding venue staff.

The role will need to be on standby during exam sessions and troubleshoot or escalate issues for prompt resolution.

About Us

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education, and the English language.

We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world.

We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise.

We connect the best of the UK with the world and the best of the world with the UK. These connections lead to an understanding of each others strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained.

We work on the ground in more than 100 countries.

In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

Geopolitical/SBU/function Overview

Our Examinations work focuses on providing access to high quality UK qualifications to MENA customers, thereby facilitating the building of relationships with our target audiences. The MENA South Exams portfolio is of vital importance to the British Council in terms of both the impact and the income it generates for the organisation. Oman is among the top 10 exams businesses in the network by surplus. MENA South examinations work encompasses English products such as IELTS, Aptis (the British Council Test), School exams, and a wide range of academic and professional qualifications. Dubai as a single Examinations centre probably engages with largest number of Examination boards in the world.

The British Council’s core offers in MENA South are large teaching and examinations operations, together with a range of interventions in higher education and arts. We have 5 teaching centres in Abu Dhabi, Dubai Sharjah, Doha and Muscat, with differing and diverse demographics and consequently separate markets and challenges. We administered over 160,000 exams to over 110,000 candidates in 2017-18. The UAE, Qatar and Oman examinations operation will have one integrated operations team across four centres and an increased focus on business development and account management, which is key to the GNOME approach (Global New Operating Model for Exams).

The Test Day Delivery Assistant role supports the delivery of all Exams in the geography. The role is expected to engage on test day and manage venue staff teams. Its key function is the meet the expectations of the candidates through a compliant, customer focused delivery of all examinations.

Main opportunities/challenges for this role

• Upholding compliance standards and efforts to standardize
• Motivating and driving team performance of venue staff
• Improving the customer / candidate experience
• Ensuring compliance to QCA and Exams board standards
• Support Test Day Operations for the Dubai & NE
  
  

Main Accountabilities

Service Delivery



▪ Receives instructions and requests from Test Day Officer and organises given resources accordingly (often at short notice) to ensure that work is carried out efficiently and effectively

▪ Adapts work plans based on the Test Day Officer’s recommendations and where necessary meet customer expectations.

▪ Supervises and monitors administration of tests by proctors and supervisors; ensures that test instructions are accurate and that appropriate testing environments are maintained.

▪ Uses a range of standardised systems and processes to support the delivery of high quality services to a range of customers (internal and/or external)

▪ Keeps informed of advancing technology in standardized test administration, computer-based testing, machine scoring, and associated software

Customers/ Relationship and stakeholders

▪ Assisting in researching and obtaining satisfactory and timely resolution of complex/escalated customer (internal or external) operational complaints and issues, coordinating input from other colleagues/departments/managers as required, to do so.

▪ Provides routine direction, information, and advisement to students and prospective students in regards to testing policies, procedures, and outcomes

▪ Develops good working relationships with appropriate colleagues throughout the British council to facilitate effective and efficient service delivery

▪ Develops strong relationships with British Council owned and managed venues and provides feedback for improvements as per audit standards

Risk and compliance

▪ Uses standardised processes to monitor venue staff compliance with agreed corporate risk management procedures relevant to service delivery (e.g. child protection, security policies, financial protocols, anti-fraud measures) to protect the interests of the British Council and its customers at all times.

▪ Supervises venue staff which typically includes recommendations for performance evaluation, work allocation, and problem resolution

▪ Ensures that all test administration is carried out in compliance with relevant university and higher education policies, regulations, guidelines, and standards.

Key relationships

Internal

▪ Operations Manager, Business Assurance, Post Test Manager, Operations Resource Manager, Customer Services, Finance, Resource, HR, GIS, Procurements, Venue Staff, Examiners

External

Venue providers, Exam partners and agents; Exam Boards; Receiving Organisations; Exam candidates, B2B Customers, Technical support providers

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