Role purpose

The purpose of this role is to support effective and efficient delivery of Exams within a location as well as post-exams processing. This role will be the point of contact for Venues/Venue Supervisors on the day and will support the management of Venue Staff and Examiner engagement, relationship and performance. The role will support the resolution of risks and issues, including customer communication directly or through customer services.

This role will support the safe handling of confidential materials in accordance with compliance standards during the multiple exchanges in country/location. This includes movement and activities related to the primary storage area known as the Confidential Materials Room (CMR) as well as final preparations of the Exam delivery before and during Test Day. This role includes support in running Test Day activities including preparation of all test day materials e.g. stationery, uniforms, banners, IT equipment. The role is also responsible for timely scanning and submitting of exam papers to meet requirements for marking as well as for processing enquiries on results.

Main Accountabilities:

Product Service Support

▪ Supports the selection of suitable venues by viewing venues identified by Cluster Operations Planning function (if required).

▪ Receives exam materials and stores them securely in the Confidential Materials Room (CMR).

▪ Undertakes sorting and packing of exam materials for designated test venues and supports exam materials reconciliation.

▪ Arranges transport of confidential materials and resources required on test day to the exam venue.

▪ Acts as a point of contact for Venues and Test Day Staff 48 hours prior to and on the Test Day.

▪ Ensures proper procedures and documentation is adhered to when handing over exam materials to courier or Venue Staff (VS).

▪ Ensures that British Council-owned equipment and materials are available and ready to use when needed.

▪ Distributes sufficient resources to venues as per requirements (e.g. process guides, stationery, branding, signage, technical equipment).

▪ Ensures proper script receipt tracking, packing and return or scanning, storing and shredding.

▪ Inputs exam results into Awarding Bodies platforms.

▪ Scans post-exam scripts and/or despatches to Awarding Bodies.

▪ Produces TRFs and certificates and issues results to candidates. Sorts and delivers B2B certificates to B2B Ops Support function, if required.

▪ Processes Enquiries on Results with the Awarding Bodies.

▪ Provides timely escalation of issues, enabling the adaptation of work plans where necessary.

▪ Supports continuous improvement in efficiency, cost effectiveness and quality of service delivery by using standardised systems and processes.

▪ Performs financial duties relevant to the function (e.g. raising POs, processing invoices, etc.).

Customer support

▪ Identifies where more complex issues require resolution by others and refers them on accordingly.

▪ Recognises and understands the impact of incidents arising (e.g. complaints, resourcing problems, logistical or technical difficulties) and proactively alerts relevant teams to any issues of concern that are likely to impact service/project/task delivery or customer experience.

Risk & Compliance

▪ Ensures adherence to Business Assurance standards (e.g. management of CMR, incident reporting, raising awareness of security standards in the team). ▪ When requested carries out random checks on Test Day to prevent issues from arising.

▪ Provides support and reporting for audits and performance reviews.

▪ Follows agreed corporate risk management processes and procedures when delivering services (e.g. child protection, security policies, financial protocols, anti-fraud measures) to protect the interests of the BC and its customers at all times.

Managing self & others

▪ 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/monthly time horizon. ▪ Monitors internal colleagues or external contractors/suppliers task completion to agreed quality and time standards.

Test Day Support

▪ Where appropriate this role will be part of a team carrying out Duty Officer duties on a rotational basis supporting test day delivery. The test day roster will include some early morning and weekend cover.

Role Specific Knowledge & 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

Desirable

• Experience of supporting on delivery of computer-based exams

Role Specific Skills

• English language skills to the CEF B2 level
• Polish language skills to the CEF C1 level

Further information

• Pay band: PB2/J Local contract
• Salary: from 4 750 PLN gross (depending on experience and qualifications)
• Location: Warsaw, Poland
• Contract type: 3 months probationary period followed by 1 year fixed term contract with a possibility of extension
• Requirements: Candidates must have the right to work in Poland
• Closing date: Tuesday the 4th of June 2024 (23:59 CET Time)