The Ugandan Jobline

Job Title:   Test Day Delivery Coordinator

Organisation: British Council

Duty Station: Kampala, Uganda

Reports to: Country Operations Manager

About US:

The British Council is the UK’s international organisation
for educational opportunities and cultural relations. We create international
opportunities for the people of the UK and other countries and build trust
between them worldwide. British Council Uganda is based in Kampala and offers a
full range of programmes including examinations, project management on behalf
of other donors, and its own grant funded projects. British Council has
operated in Uganda since 1952 and its aim is to build cultural and educational
relations between Uganda and the UK.  

Job Summary:  The Test Day Delivery Coordinator will ensure
effective and efficient delivery of Exams. 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.

Key Duties and Responsibilities:  

Product Service Support

·       
Undertakes the related planning and delivery
functions in preparation for Test Days in line with BRITISH COUNCIL processes

·       
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

·       
Scan 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

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 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.

·       
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 to
deliver satisfactory and timely resolution of customer (internal or external)
complaints, coordinating input from other team members as required. Ensures 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.

Risk and Compliance

·       
Undertakes contingency and risk management on
the ground, liaises with Customer Service, Examiner or Venue Staff to ensure
alignment on communications

·       
Leads in providing support related to compliance
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-fraud measures) to protect the
interests of the BRITISH COUNCIL 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.

·       
Leads meetings to review Test Day performance
delivery, continual improvement and corrective actions 

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.

·       
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.

Qualifications, Skills and Experience:

·       
The applicants for the British Council Test Day
Delivery Coordinator should hold a University degree in any subject or relevant
qualification

·       
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

·       
Experience working in Exams advantageous

·       
Experience of supporting delivery of computer
based exams advantageous

How to Apply:

All suitably qualified and interested candidates who so
desire to join the British Council in the aforementioned capacity should
endeavor to Apply Online by Clicking on the link below. Please further review
job requirements and if competent, proceed with the online application.

Click
Here

Deadline: 12^th January 2020

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