Test Day & Logistics Officer, Kenya
Date: 29 Jan 2024
Location: Nairobi, Sub Saharan Africa, KE
Company: British Council
We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.
We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.
Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021–22 we reached 650 million people.
Test Day & Logistics Officer
Role Purpose
The purpose of this role is to ensure effective and efficient delivery of Exams within a busy exams environment. To handle confidential materials during the multiple exchanges in country/location in accordance with compliance standards. 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
Main accountabilities but not limited to the following:
Product Service Support
- Undertakes the related planning and delivery functions in preparation for Test Days in line with British Council processes
- Deploys engagement plan for Venue Staff. Supports decisions of Operations Manager South Africa with the selection of venue staff, sets performance expectations and maintains positive relations.
- Supports the functions of confidential materials handling and the Confidential Materials Room (CMR) to ensure British Council standards are met in set up and day to day operations.
- Undertakes sorting and packing of exam materials to for designated test venues. Ensures exam materials are received at Test Centre and stored securely
- Supports the selection of suitable venues, planning for Test Day resources ordering, quality, distribution and management (e.g. process guides, stationery, branding/signage/ technical equipment – speaking test/hand scanners)
Customer support
- 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
- 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 test delivery or customer experience.
Relationship & stakeholder management
- Supports continuous improvement in the efficiency/cost effectiveness/quality of service delivery/systems in the unit or department
- Proactively works with Operations Manager South Africa to deliver satisfactory and timely resolution of customer (internal or external) complaints, coordinating input from
- Develops good working relationships and engagement with Venue Staff and appropriate colleagues throughout the BC to facilitate effective and efficient service delivery.
Risk and Compliance
- Undertakes contingency and risk management on the ground, liaises with Customer Service, Examiner or Venue Staff to ensure alignment on communications.
- 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.
Analysis & Reporting
- 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.
Finance & Resource Management
- 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
Person specification
Minimum requirements:
- Minimum of university degree or equivalent with relevant work 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.
Desirable:
- Experience working in Exams
- Experience of supporting on delivery of computer based exams
- Track record of working in a tightly controlled process driven environment
Further Information
- Contract Type – Two Years Fixed Term Contract
- Pay Band – 4
- Department: English and Exams
- Remuneration – KES 197,253 gross salary per month
- Location – Nairobi, Kenya
- Language requirements: Strong written and oral English communication skills.
- Locally engaged: Applicants are required to have the legal rights to live and work in the location of this role
- Closing Date – [9 February 2024] Applications will close 23:59 West African Time
A connected and trusted UK in a more connected and trusted world.
Equality , Diversity, and Inclusion (EDI) Statement
The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.
The British Council is committed to safeguarding children, young people and adults who we work with.
We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.
Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.
If you have any problems with your application please email [email protected]
Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.
