Test Day Officer

• Undertakes the related planning and delivery functions in preparation for Test Days and Post Test Days in line with BC process
• Receives instructions and requests from cluster operations, 5 days before Test Day itself and plans and organises given resources accordingly (often at short notice) to ensure that work is carried out efficiently and effectively
• Scans dashboards to monitor performance and identify issues
• Plans and deploys engagement plan for Venue Staff
• Ensures exam materials are received at Test Centre and stored securely
• Supports decisions of Operations Manager with the selection of venue staff, sets performance expectations and maintains positive relations
• Supports the selection of suitable venues

• 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 service/project/task delivery or customer experience.

• Supports continuous improvement in the efficiency/cost effectiveness/quality of service delivery/systems in the unit or department
• Pro-actively works with Operations Manager to deliver satisfactory and timely resolution of customer (internal or external) complaints, coordinating input from other team members as required and ensuring the customer is kept informed throughout the process.

• Develops good working relationships and engagement with Venue Staff and appropriate colleagues throughout the British Council to facilitate effective and efficient service delivery.
• Acts as point of contact and manages escalated issues in country from Venue Supervisors and Venues, supported by Operations Manager / Cluster team when required.

• Undertakes contingency and risk management on the ground, liaising with Customer Service, Examiner or Venue Staff to ensure alignment on communication.
• Provides support on compliance issues or investigations on Test Day and related issues.
• Follows agreed corporate risk management processes and procedures when delivering services (e.g. child protection, security policies, financial protocols, anti[1]fraud measures) to protect the interests of the BC and its customers at all times.

• 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.
• Leads wash-up meetings to review Test Day performance delivery, continual improvement and corrective actions

• 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.
• Tasks and coordinates others (e.g. internal colleagues or external contractors/suppliers) to complete time-limited, straightforward activities, within established procedures, in order to ensure efficient delivery of services. Monitors task completion to agreed quality and time standards.

• Experience working in a busy operational environment delivering high levels of customer service.

• Experience working in Exams.
• Experience of supporting on delivery of computer-based exams

• Ability to ensure compliance, risk and security standards are monitored and maintained.