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Job Description
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.
- British Council Pay band: 4
- Department: English and Exams
Contract type: Indefinite (Permanent) - Closing Date: Sunday 9th of March 2025, (23:59 GMT)
- Location: Ethiopia – Addis Ababa
You must have the legal right to work in the stated location. We will not be providing Visa sponsorship and relocation assistance is not provided.
British Council supports working in new ways such as hybrid working, subject to full approval by line management and conditional upon our ability to provide the appropriate level of service. This may not be appropriate for all roles but can be explored at interview.
Role Context:
To ensure effective and efficient delivery of Exams in Addis Ababa and remote exams office location in Ethiopia. To handle confidential materials during the multiple exchanges 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 Test day. To support Test Day Supervisors when required.
Role Purpose:
The British Council established a presence in Ethiopia in 1942 shortly after the return of the Emperor Haile Selassie from exile in the UK. Our work in Arts, English and Exam, Education and Society is delivered across Ethiopia’s 11 regions. We work with partners – UK, Ethiopian and international – to the benefit of individuals, the UK and Ethiopia. There is a growing demand for IELTS amongst individuals wishing to improve their study and career opportunities. There is a growing recognition amongst public and private sector organisations of the advantages of benchmarking students’, teachers’ and employees’ language.
The English and Examinations Strategic Business Unit (E&E) is one of three strategic business units in the British Council (the others being Arts and Education & Society) all of which have the remit to build trust for the people of the UK by building relationships through aspects of our language and culture. E&E achieves this by enabling people across the world 2 to access the life-changing education and work opportunities that are created by learning English or gaining valuable UK qualifications. Promoting the English language also provides a medium for communication, helping break down barriers of misunderstanding or mistrust between cultures. The British Council’s 2020 vision for English & Examinations is to be the world authority in high quality English language teaching, learning and assessment, as well as the International distributor of choice for UK professional and school qualifications.
The Examinations business makes a significant contribution to British Council financial sustainability, and as such, it is essential that the business evolves in order to maintain its position in a fast-changing operating context. There is a need to standardise and automate activities across the globe to deliver efficiencies, and there is also a requirement to develop new digital products and services to meet changing customer demands and competitive pressures. In a cost and resource-constrained environment, balancing the on-going requirements and allocation of funds will be critical, as will the integration and planning of the implementation of the different changes across a global network of 110+ countries charged with the on-going delivery of impact and income whilst changing key elements of the supporting operational platform
Main Accountabilities/Responsibilities 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
- Receives instructions and requests from cluster operations, 5 days before Test Day 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
- Deploys engagement plan for Venue Staff. Supports decisions of Operations Manager Ethiopia 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 tasks to reconcile exam materials and papers received are as per plan, report and escalate any discrepancies.
- Undertakes handling of suitcases and storage of materials. Ensures the proper procedures and documentation is adhered to when handing over to courier or test day staff.
- Ensures proper script receipt tracking, packing and return or scanning, store and shredding ▪ 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)
- ▪ Provides timely escalation of issues, enabling the adaptation of work plans where necessary.
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 Ethiopia 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.
▪ Ensures adherence to CMR standards and management as set forth and carry out frequent random checks to proactively prevent issues from arising.
▪ Provides support and reporting for audits and performance reviews.
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
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 timelimited, straightforward activities, within established procedures, in order to ensure efficient delivery of services. Monitors task completion to agreed quality and time standards.
Additional Job Requirements:
This role will be required to work test days which will involve weekend work as well as evening as part of the contracted hours.
Role Specific Knowledge and Experience:
Minimum/Essential:
- University degree in any subject or relevant qualification or equivalent 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
Role Specific Skills:
- Track record of working in a tightly controlled process driven environment
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.
How To Apply
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 askhr@britishcouncil.org
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.