Duration of job. To support the delivery of examinations to the required operational and security standards in France.

Transcription

1 Role Profile Job Description Ref no: Job Title IELTS Assistant Directorate or Region EU Department/Country Exams Location of post Paris Pay Band J Reports to Exams Project and Planning Manager Duration of job CDI Purpose of job: To support the delivery of examinations to the required operational and security standards in France. Context and environment: The British Council (BC) France has one of the largest exams businesses for BC in the EU region; This is a mature exams market, but presents opportunity for growth and substantial increase in volume has been achieved in the last 5 years. Operationally, the exams team is divided into two main business streams of IELTS and Cambridge English exams and BULATS. These delivery streams are supported by Exams Coordinators and several exams assistants who assure administrative and financial functions, as well as venue support staff and examiners making a total staff of 22 full time and over 100 part time staff. The post will be managed by Exams Project and Planning Manager. Accountabilities, responsibilities and main duties: Operational tasks IELTS candidate application process and IELTS marking planning Process applications received (by post, and the Customer Service team) on a daily basis. Open postal correspondence and categorise according to the dates, city etc. when necessary Check (validate) and input to internal administration system (ORS) If there are any problems (e.g. missing photos, IDs, applications) contact individual candidates and follow up Export database from ORS to IWAS (internal administration systems) when necessary Assist IELTS coordinators to complete the applications process Unpack and check exams papers upon return from test venues after exam sessions Sign out/in exam paper to clerical and writing papers markers Upload candidate speaking sores test to IWAS Enter first/second level results Run/print jagged profile File and archive test papers 1 of 5

2 IAM systems and processes Prepare and maintain IAM kits for all sessions (IAM: Identification Authentication Management System) complete checklists and regular checks of equipment Check and complete a quarterly IAM inventory and report faults, updates and purchasing to Operations Manager and Finance Coordinator. Prepare, Pack and Unpack IAM materials and suitcases for sessions Export photos and databases to USB keys Check/upload photos to IWAS Maintain compliancy for photography, reports, databases and user accounts Create and maintain user accounts, venues and updates to system Provide onsite and hands-on training to new and current venue staff as needed. Store data according to IELTS standard policy Escalate/report any potential issues to IELTS Operations Manager Test session Preparation: When we receive test materials, to check, count, record and securely store materials Update stock control documents Follow a schedule for packing for all sessions Maintain checklists Check all materials before they are sent to venues and keep records Complete seals checks on materials before sending to venues Inform IELTS coordinator(s) of any issues IELTS TRF preparation Co-ordinate and assist with the printing, checking, signing and dispatch of TRFs Co-ordinate and assist with the printing and dispatch of additional TRFs Upload candidate results to IELTS ORS to required deadlines Data input Prepare and update all post-test standard s on a regular basis Prepare and book travel and accommodation for exams staff Complete results input/confirmation, as and when needed, with the Post-Test Coordinator Joint tasks (in rotation with other IELTS administrative assistants): Monitor IELTS test sessions France-wide from the Paris office on test day Saturdays Arrange courier pick-up of exams papers for delivery back to Paris Re dispatch test materials when required Count exams papers and maintain stock control Shredding test material after every session and maintain archive records and checks Collect and process additional TRFs within 72 hours Check and confirm ORS applications Compliance with operational standards: Familiarity with, and strict adherence to, IELTS operational standards as outlined in the Administrator s Manual and other relevant IELTS reference documentation IELTS activities are delivered to agreed deadlines and to quality and clients / customer satisfaction standards Awareness of and adherence to customer service excellence is demonstrated at all times Awareness of and adherence to QCA requirements and standards is demonstrated at all times 2 of 5

3 Customer Service Support Answer IELTS level 2 customer phone enquiries as per British Council Service Level Agreement Deal with level 2 enquiries according to British Council Service Level Agreement Liaise with customer services department to assist response to customer enquiries and improve customer satisfaction. HR tasks Attendance of regular exams meetings Demonstrate on-going commitment to Exams training sessions to help increase personal skills HR standards: Demonstrate active commitment to maintaining one's own performance portfolio - including meeting with line manager on a regular basis to ensure that deliverables, development plans and other standards outlined in the Role Profile are achieved to deadlines over the performance year as detailed in the requirements of the Performance Management system Effective relationship maintenance Build and maintain effective relationships with Exams colleagues, Exams candidates, Exams test venue staff, Institutions and (or) university contacts, venue providers and key Exams suppliers where relevant. Relationship maintenance standards: Up-to-date knowledge of the context in which the Exams team operates across France Systematic approach is taken to engage with Exams colleagues and relevant contacts Ability to represent BC Exams, our objectives and standards to key contacts as required Key relationships: Internal Head of Exams Exams Planning and Projects Manager IELTS Operation Manager IELTS Coordinators and Assistants IELTS in country and regional Team Examiner trainer(s) Customer Service, HR and Digital Teams External Venue staff (examiners, invigilators, supervisors) Contact with institutions/partners Contact with test venues staff IELTS partner organisations Candidates 3 of 5

4 Other important features or requirements of the job The post involves Saturday work depending on operational requirements, frequent off-site work, and occasional travel across France and possibly Europe for trainings and meetings. It may include occasional unsociable working hours. The post also involves moving boxes and suitcases of test materials. Strict adherence to exam security and administration requirements is an essential part of the job. British Council is an Equal Opportunity Employer, For more information on our Equal Opportunity and Diversity policies, please visit our corporate web site. Please specify any passport/visa and/or nationality requirement. Please indicate if any security or legal checks are required for this role. Applicants must be eligible to work in France. The British Council will not be able to assist non-eu nationals to obtain a work permit for France Extrait de casier judiciaire and UK CRB clearance for UK Nationals 4 of 5

5 Person Specification Essential Desirable Assessment stage Behaviours Working together (Essential) Being accountable (Essential) Making it happen (Essential) Interview and performance Please note: the other behaviours below will not be assessed at interview. However, all behaviours will be used for performance management purposes. Creating shared purpose (essential) Connecting with others (essential) Shaping the future (essential) Skills and Knowledge Customer services orientation (Level 1) Organisational skills (Level 2) Experience of working with Outlook, Word and especially Excel Good knowledge of IELTS Administration and Security requirements (Level 1) Knowledge of IWAS, ORS, database (Level 2) Interview, Performance and previous experience IAM systems knowledge. Experience Product administration experience in an international context Interview, Performance and previous experience Language proficiency Fluent English (level C1) with good spoken and written French level (B1) or demonstrable ability to reach this level within 6-12 months Interview Submitted by Suzie Emery Date 21 December of 5