Exams Services Officer

Exams Services Officer

Date: 24 Apr 2024

Location: Beijing, East Asia, CN

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 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.
Pay Band: 5 (from CNY 7,304 per month)
Country/Location: Beijing, China
Department: Exams
Contract Type: Indefinite
Closing Date: Wednesday, 08 May 2024- 23:59 China Time (GMT +8)
Role Purpose:
The Examinations Services Officer – IELTS Operational Support Centre – is a key role in the provision of reliable, adequate, timely and active support to British Council internal and external stakeholders to ensure the quality test day delivery.
The job holder is expected to respond to enquiries in a professional manner, take initiative in Support Centre service enhancement and work closely with operations teams in achieving high level of test delivery. The position aims to continuously elevate the quality of customer interactions and contribute significantly to the seamless operation of our examination support services. By conducting thorough evaluations, implementing robust quality assurance protocols, and providing actionable feedback, the post plays a crucial role in maintaining the integrity, accuracy, and efficiency of our exams service.
Accountabilities:

• Coordinate with operational function teams to work collectively to ensure the successful delivery of high-quality examinations services to test venues with the corporate standards and the requirements of the exam boards.
• Provide accurate and timely information to customers while resolving concerns or escalating issues as necessary to ensure prompt resolution.
• Handle customer inquiries and issues through various communication channels (phone, email, chat) in a professional and courteous manner.
• Conduct regular evaluations of customer interactions (calls, emails, chats) to assess service quality, adherence to scripts, and compliance with company policies and procedures.
• Develop and implement quality assurance processes and standards to maintain service excellence and consistency across Support Centre agents.
• Be responsible for Support Centre outsourcing staff management.
• Ensure all duties are delivered in line with the British Council’s policy on Child Protection and Equality, Diversity and Inclusion, and these is taken into account when planning and delivering activity.
• Manage information created and received in compliance with the British Council’s information management standards, policies, the UK data protection principles and local legislation.

Role specific knowledge and experience:

• Experience in administration that required high level understanding about test day policy and internal team structure.
• Working experience within a call centre or customer service setting where quality control is highly observed.
• Effective communication and engagement with children and their families.

Requirements:

• Language:

o English at Proficiency Level B2 (Aptis B2, IELTS 6.0 or equivalent)
o Chinese at Proficiency Level C1 (HSK 5 or equivalent)

• Condition of Employment:

Locally Recruited
Applications are welcomed from candidates currently in this location with a natural right to work.
Applications are also welcomed from candidates currently based in other British Council country offices. However, please note candidates must have a natural right to work in the country, on a permanent basis, as immigration clearance and/or on-going visa support is not provided by the British Council for this role. Relocation support is also not provided.

Benefits:

• Annual Leaves (on a pro-rata basis if the service period is less than one full year); public holidays
• Statutory benefits: national social insurance benefits and housing fund
• Other benefits: commercial insurance package including accidental insurance, life insurance, and supplementary medical insurance
• 13th month salary: staff who pass the probation and work for minimum of 6 months in a year will be entitled to annual bonus in December
• Performance-related pay: paid annually according to relevant performance review scheme
• Professional development opportunities

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.
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.