TEST DAY COORDINATOR, LAGOS NIGERIA
Date:
03-Oct-2022
Location:
Lagos, Sub Saharan Africa, NG
Company:
British Council
The British Council builds
connections, understanding and trust between people in the UK and other
countries through arts and culture, education and the English language. We work
in two ways – directly with individuals to transform their lives, and with governments
and partners to make a bigger difference for the longer term, creating benefit
for millions of people all over the world. We help young people to gain the
skills, confidence and connections they are looking for to realize their
potential and to participate in strong and inclusive communities. We support
them to learn English, to get a high-quality education and to gain
internationally recognized qualifications. Our work in arts and culture
stimulates creative expression and exchange and nurtures creative enterprise.
We connect the best of the UK with the world and the best of the world with the
UK. These connections lead to an understanding of each other's strengths and of
the challenges and values that we share. This builds trust between people in
the UK and other nations which endures even when official relations may be
strained. We work on the ground in more than 100 countries. In 2019-20 we
connected with 80 million people directly and with 791 million overall,
including online and through our broadcasts and publications.
Role
Context
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. Nigeria exam business is the
British Council’s largest operation in Sub-Saharan Africa with offices in 4
cities – Port Harcourt in the south, Kano in the north, Abuja the Federal
capital, and Lagos the commercial centre. We also have a number of project
offices across the country. Our 200 staff work across a range of states
delivering large scale contracts, partnership programmes, examinations,
projects as well as services in Arts, Education & Society and English &
Exams. We are already delivering exams in about 23 states and have plans to
grow and expand our impact even further across Nigeria. While we partner mostly with UK examination
board and institutions to delivers exams, we also have a network of about 400
partner schools locally that sit Cambridge exams through the British Council.
Test Day Delivery
Coordinator, Lagos Nigeria
Role
Purpose
To ensure effective and
efficient delivery of Exams in Nigeria.
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:
·
The post-holder will undertake the related
planning and delivery functions in preparation for Test Days in line with
British Council 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
·
Scan dashboards to monitor performance and
identify issues
·
Plans and deploys engagement plan for Venue
Staff
·
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
·
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.
·
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.
·
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 always protect
the interests of the BRITISH COUNCIL and its customers.
·
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.
·
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.
Essential
Requirements
·
Role specific knowledge and experience:
·
First Degree in any subject
·
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
·
Providing instructions to others and
monitoring service within quality standards.
·
Working quickly and accurately to tight
schedules and deadlines.
·
Training and managing others to deliver to
quality standards.
Desirable requirements
·
Experience working in Exams
·
Further Information
Pay band: 4
Salary: NGN 6,154,368.00 PA
Contract type: - Indefinite
Alternative locations the
role could be based: Lagos, Nigeria
Department: Exams
Additional Information:
·
Closing Date – 12 October 2022 applications
will close 23:59 Nigeria Time
·
Role holder must have existing rights to live
and work in the country the role is based.
·
Please contact the Recruiter for a copy of the
role profile Experience of supporting on delivery of computer-based exams
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 behavior 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 askhr@britishcouncil.org
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