Position: Test Day Delivery and Logistic Coordinator - Ethiopia

Job Time: Full-Time

Job Type: Contract

Place of Work: Addis Ababa, Addis Abeba - Ethiopia

Salary: ETB 38 924,00 plus benefits

Posted date: 2 hours ago

Deadline: August, 25/2024 (11 days left)

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 in building networks and exploring creative ideas, learning English, getting a high-quality education, and gaining internationally recognized 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 Delivery and Logistics Coordinator

Role Purpose

The purpose of this role is to ensure effective and efficient delivery of Exams in Addis Ababa, Ethiopia. To handle confidential materials during the multiple exchanges in the country/location by compliance standards. To manage Venue Supervisor engagement, relationship, and performance. Coordinate and manage any risk or issue resolution, including coordination of customer communication directly or through customer services. To be the 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.

• Receives instructions and requests from cluster operations, 5 days before Test Day and plans and organizes given resources accordingly (often at short notice) to ensure that work is carried out efficiently and effectively.

Customer support

• Receives and responds to inquiries from/to customers and maybe 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 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 the 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.

Risk and Compliance

• Undertakes contingency and risk management on the ground, and liaises with Customer Service, Examiners, and Venue Staff to ensure alignment on communications.

• Leads in providing support related to compliance or investigations on Test Day and related issues.

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 ensuring that equipment and materials are available and ready to use when needed.

Role-specific knowledge and 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.

• Track record of working in a tightly controlled process-driven environment

Desirable:

• Experience in leading on delivery of computer-based exams.

• Experience working in an Exams environment.

Further Information

• Pay Band – BRC-4-F

• Salary – ETB 38 924,00 plus benefits

• Contract Type – Indefinite Contract

• Department: Exams

• Locations: Addis Ababa, Ethiopia

• Role holders may be required to work on weekends when required for exam delivery.

• Role holders must have existing rights to live and work in the country the role is based.

• Closing Date: 25 August 2024 applications will close at 23:59 South Africa Time

• Role Profile - Akhona Tsube

How to Apply

• Register using THIS LINK