Role Type Pay Band Location Duration Reports to: (renewable thereafter)

Transcription

1 Role Title Examinations Services Officer Role Information Role Type Pay Band Location Duration Reports to: Administration H Seoul, Korea 1 year (renewable thereafter) Examinations Services Manager Role purpose To administer IELTS and manage follow-up activities and related works if required To manage the staff IELTS test related effectively To lead the customer service management sufficiently About us The British Council is the UK s international organisation for cultural relations and educational opportunities. We create friendly knowledge and understanding between the people of the UK and other countries. We do this by making a positive contribution to the UK and the countries we work with changing lives by creating opportunities, building connections and engendering trust. We work with over 100 countries across the world in the fields of arts and culture, English language, education and civil society. Each year we reach over 20 million people face-to-face and more than 500 million people online, via broadcasts and publications. Founded in 1934, we are a UK charity governed by Royal Charter and a UK public body. Geopolitical/SBU/Function overview: British Council Korea provides people in Korea with examinations administration services for IELTS, APTIS and other exams. Our main role is to position the British Council as leading exams services provider in Korea so as to make more Koreans have opportunity to open doors for future with our services and products. IELTS is one of our key products with various opportunities around. Currently, we deliver more than 15,000 IELTS annually and our focus is to grow our business by utilising the opportunities around in Korea. We recently developed a new test called APTIS, so our efforts also need to be focused on its positioning in Korea exams market as well. Main opportunities/challenges for this role: Managing IELTS post-administration process according to IELTS global standards Develop the system and procedures to fulfil the business demands and the global compliance and quality standards. Improve the customer service of online and offline communication channel and the process 1 Examinations Services Officer December 2017 The British Council

2 Main Accountabilities: A. Contributing to effective, compliant financial processes and exam delivery (75%) To supervise/lead IELTS sessions and other exams related work and manage follow-up activities and Correspond with Exam bodies and the British Council exam regional team regarding exam related issues Supervise and invigilate the IELTS and other exams with venue staff and provide feedbacks of venue staff to other exam staff and also, support for the venue staff recruitment Mark Listening/Reading papers (second marking) and confirm the results on the IWAS(IELTS web system). Generate IELTS TRFs(Test report) for each candidate within two weeks of the test and mail them to candidates and upload the results to online result sites Work with other exam staff to keep up to date the records of Exam stock and destroy all the out-dated exam materials within the required deadline To be responsible for returning and keeping up to date the records of IELTS and other exam related documents & stocks to the designated place and Cambridge Keep a record of incidents and complete the checklist for each IELTS session To be responsible for IELTS test session on regular basis and carry out necessary arrangements Provide the sufficient support for Exams Services Officer (5) to conduct the monitoring of examiners performance Provide appropriate resources including human resources for test administration and marking Keep the examiners' attendance record and allocate an equal number of scripts and interviews to each examiner, arrange materials for IELTS English Tester and Exams Services Manager for monitoring on request and assist Exam Managers to liaise with Head Quarter Check the recorded candidate's data on the IWAS programme and other exam programmes against the application forms and data from Jinhak apply Supervise cancellation/deferment and arrange necessary administrative work and handling higher level of cancellation/deferment enquiries Prepare test materials and arrange invigilators/markers prior to the test days Set up the exam schedule according to the global set dates and the availability of examiners & venue Liaise with and make arrangement for venue staff examiners, markers and invigilators Notify examiners of the test schedules at least two weeks before test date which the job holder is in charge of and ensure a sufficient number of examiners B. Provide the customer service at global and local standards (15%) To lead the Customer Service and Satisfaction and provide the customer service friendly Lead the customer service related issue within the team and report the progress and outcome to senior management Acquire necessary knowledge to deal with the issue of customer service related and provide the administration follow up to the team as agreed. Report the progress to Exam Managers regular basis. Responsible for the communication with the customer service team such as Jinhak, 2 Examinations Services Officer December 2017 The British Council

3 British Council Customer Services and call centre team for the update and changes Responsible for updating and management of web pages whenever necessary Manage the score card survey and share the report with the team Dealing the higher level of enquiries regarding postponement and cancellation Arrange the exam for the candidates who have special requirement such as long term disability Respond to all enquiries appropriately within the scope and standards of the exams Code Of Practice and local policy guidelines, consulting internal stakeholders as necessary Be polite and helpful to enquirers and try to spend no more than 10 minutes per enquirer if there are two or more people waiting Mail information packs on request within two days and reply to all enquiries on Q&A web board within 2 days if necessary C. Managing individuals or teams (10%) To be responsible for the management of venue staff on the test date Supervise venue staff on the test date Provide accurate monitoring update for the venue staff to the admin support team To be responsible for the management of resources scheduling related to IELTS session Follow up regarding schedule of venue staff for IELTS session Manage the scheduling and staff allocation of clerical marker, administration supporters and examiners Manage the payment forms of venue staff and provide the completed forms to ESO(3) by the agreed deadline To be responsible for the line management of Examinations Services Assistant Ensure that line managee has role profile, job plans, reviews and assessments as per British Council Performance Management process. Supervise induction of new staff Contribute to section meetings to ensure that all exams staff know what is planned in the immediate future and are working towards common goals Personal Development As per personal development plan Key Relationships: Key internal relationships are with Country Examinations Manager Examinations Team BOSS, VSP site management team Key external relationships with IWAS team in Cambridge Jinhak Apply Role Requirements: 3 Examinations Services Officer December 2017 The British Council

4 Threshold requirements: Assessment stage Passport requirements/ Right to work in country Direct contact or managing staff working with children? Notes You must have the right to live and work in the country in which the role is based. For applicants not currently living and working in this country. Yes N/a Person Specification: Language requirements (DELETE IF NOT APPROPRIATE) Assessment stage Minimum / essential Desirable IELTS band 6.5 or equivalent level Excellent written and oral communication skills in Korean Qualifications Minimum / essential Desirable University graduate Professional degree or certificate in Business administration Role Specific Knowledge & Experience Minimum / essential Desirable Competent IT skills Working experience in Customer Service area Role Specific Skills (if any) Strong Administration skills Customer Service Skills British Council Core Skills Managing People Level 2: Supervises a small team Supervises a small team of people doing similar jobs to deliver short term tasks to agreed quality and time standards Managing Project Level 3: Leads smaller projects Analyses requirements with the sponsor/stakeholders, defining the specification with awareness of equality and diversity impact, planning, revising, implementing and evaluating on small-to-medium scale and/or low risk projects. Planning and Organizing Level 1: Is methodical. Able to plan own work over short timescales for routine or familiar tasks and processes Communicating 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. Using Technology Level 1: Operates as a basic user of information AND AND 4 Examinations Services Officer December 2017 The British Council

5 systems, digital and office technology. Able to use office software and British Council systems to do the job and manage documents or processes. British Council Behaviours Making it happen Challenging myself and others to deliver and measure better result (More Demanding) Working together Ensuring that others benefit as well as me (Essential) Being accountable Delivering my best work in order to meet my commitments (More Demanding) Connecting with others Making regular opportunities to understand others better (Essential) Prepared by: Date: Examinations Services Manager 2 August Examinations Services Officer December 2017 The British Council