Job Title: Planning and Resourcing Exams Assistant (Kazakhstan)
Company: British Council
Location: Almaty, Kazakhstan
Contract type and duration: Indefinite local labour contract
The gross monthly salary for this post is KZT 320,000
Closing date for applications: 12 March 2025 (23:59 Almaty time). Please note that only shortlisted candidates will be contacted.
Role Purpose:
The purpose of this role is to enhance the quality of customer service, delivery, administration and security procedures associated with IELTS, Educational and Professional, and Aptis examinations. To support the department in meeting all standards as described in the line with exam standards and the British Council Quality and Compliance Assessment System.
The role will support the Planning exams operations by active involvement in test planning tasks, PSN procedures, Examiners and Venue Staff management and test venues and resourcing (directly and through customer services in accordance with compliance standards, maximising agility and ensuring contingency for operations).
Main opportunities/challenges for this role:
• This role is key to ensuring delivery of exams operations at test centre level in Nur-Sultan and relevant locations, working with new systems and processes, as well as ensuring that new ways of working are taken up and adhered to.
• Acting in unforeseen situations to solve problems to ensure Test Day is successfully executed
• Driving right behaviours in the venue team towards greater awareness related to maintaining confidentiality of sensitive exam related materials
• Implement improvement actions in the distribution and logistics of handling confidential materials Advise operational teams on best options to resolve exam delivery-related operational issues
• Championing a high customer service culture
• This role will require regular domestic travelling, possibly on short notice.
Main Accountabilities:
Product Service Delivery
• Supports Planning and Resourcing Coordinator in planning and optimising available physical and operational resources given demand.
• Accountable for planning functions (preliminary, regularly and at short notice) in line with exams and compliancy standards.
• Arranges and procures exam venues and logistics in accordance with British Council Exams standards.
• Plans and allocates Venue Staff.
• Plans and allocates Examiners, prepare Speaking Schedules.
• Responding to demand in case of additional capacity required.
• Arrangement of efficient speaking schedule with CS support, information management of Video-Call Speaking Global Hub team
• Supports 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 service/project/task delivery or customer experience.
Relationship & stakeholder management
• Develops good working relationships and engagement with Examiners, Venue Staff and appropriate colleagues throughout the BC to facilitate effective and efficient service delivery.
• Supports Line Manager in managing escalated issues in country from Examiners and Venues, supported by Operations Manager / Cluster team when required.
Risk & compliance
• Ensures adherence to Quality and Compliance Assurance and IELTS standards and management as set forth.
• Provides support and reporting for audits and performance reviews.
• Undertakes contingency and risk management on the ground, liaises with Customer Service, Examiners or Venue Staff to ensure alignment on communications.
• 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 BC 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.
Role Requirements:
Essential
Desirable