Examination and Customer Services Support Officer

About us

The British Council is the UK’s international organisation for cultural relations and educational opportunities. We create friendly knowledge and understanding between the people of the UK and other countries. We do this by making a positive contribution to the UK and the countries we work with – changing lives by creating opportunities, building connections and engendering trust.

We work with over 100 countries across the world in the fields of arts and culture, English language, education and civil society. Each year we reach over 20 million people face-to-face and more than 500 million people online, via broadcasts and publications. Founded in 1934, we are a UK charity governed by Royal Charter and a UK public body.

Geopolitical/SBU/Function overview:

The British Council has been in Lebanon since 1946.  As the United Kingdom’s international organisation for education and cultural relations, we are building on the British Council’s respected and trusted brand by building on existing programmes and developing new opportunities with government and key stakeholders across the public, private and NGO sectors. We employ 40 staff, including five regional and one Syria post and our portfolio spans our main sectors of English, Education, Society and Arts.

The post holder must work with the exams team, programmes team and marketing colleagues to identify new clients, and continue to grow future business.

Main opportunities/challenges for this role:

• Liaise with the Exams team and ensure that all exams are administered in accordance with standards and guidelines set out by individual exam boards 
• Support and administer exams when and where needed and ensure that they are in accordance with standards and guidelines that are set out by individual exam boards (incl. security, due dates, reporting, scripts and certificates handling and distribution)
• Register Exam candidates as per examinations board guidelines.
• Support IELTS Exams officer in recording exams materials for invigilators and examiners to sign in and out daily (oral examiners, training/standardisation/examining)

Main Accountabilities:

Exams Administration

• Liaise with the Exams team and ensure that all exams are administered in accordance with standards and guidelines that are in accordance with corporate guidelines and Examining body regulations.
• Administer Aptis tests and support with other exams when and where needed and ensure that they are in accordance with standards and guidelines that are set out by individual exam boards (incl. security, due dates, reporting, scripts and certificates handling and distribution).
• Register Exam candidates as per examinations board guidelines.
• Support IELTS Exams officer in maintaining a system to record exams materials for invigilators and examiners to sign in and out on a daily basis (oral examiners, training/ standardisation/examining)
• Support in inputting IELTS results for Test Report Forms (TRF) as required and print TRFs when needed
• Support the input of IELTS and CELA Examiners certification as required
• Assist with the quarterly stock take for IELTS Exams stock
• Support exams officers in quarterly Customer Satisfaction surveys for IELTS and CELA and make sure they are conducted, and data recorded and stored for mandated market research purposes (e.g. Scorecards)
• Deal with first level enquiries and check application forms received have been completed accurately, paid for, receipt logged and signed.
• Keep updated professionally in order to provide a service that is in line with current legislation and best practice with at least one formal training course each year in accordance with PMPD guidelines.
• Assist in managing IELTS and CELA Examination Venues to meet British Council / examination board specifications
• Process exams on IWAS and CELA online. This includes inputting candidate details, apportion, examiner allocation, issuing desk labels and printing statements of entry
• Use the log system on outlook to log receiving exams from institutions and sharing it amongst the exams team (include: name of institution, exam, exam date and time) 
• Maintain stock systems for Exams materials and contribute to updating log on a day to day basis
• Logs for all exam materials and update as needed of all exams received and despatched on a day to day basis
• Ensure registration and administration processes meets board requirements for deadlines and match requirements of QCA – Quality and Compliance Assessment
• Ensure information for the public is up to date and relevant
• Ensure Customer Service’s product knowledge is up-to-date and accurate
• Ensure British Council standard documents are used for all communications
• Ensure customers are handled with same level of professionalism and efficiency
• Actively seek opportunities to promote other British Council services
• Produce specified documents, such as payment vouchers and reports in line with requirements of Essential Finance and FABS (Financial and Business System) when needed
• Attend British Council functions and assists with cross-promotional activity as and when needed
• Book rooms for the Exams department when needed
• Respond to written enquiries with 24 hours
• Refer enquirers to the British Council's website as required

Finance

• Conduct daily reconciliations for all CS staff using the Cash Journals, and any identified discrepancies is addressed on the spot in accordance with Essential Finance guidelines
• Support in preparation of monthly/quarterly, IELTS, CELA, University & Professional, Aptis, School Exams and other income reconciliations in a timely manner.

Customer Services

• Proactive collaboration with front line staff to ensure information about Examinations Services is understood and available.
• Facilitate a range of financial services through customer service including registrations & cash collection as and when required.  Prepare invoices and manage income reconciliation, record daily financial transactions.
• Register customers, collect income received and record it accurately on the system. Maintain records on the system and complete daily reconciliations.
• Meet requirements of audit and financial reporting and ensure any discrepancy is reported to line management within the stipulated deadline.
• Provide information to customers via face to face, telephone, social media and e-mail by being one of the key contacts for enquiries handled by the Customer Services team as per corporate standards and policies outlined in the Customer Management Framework
• Assist with day to day verification of documents issued by UK accredited institutions.
• Collect feedback from customers actively and forward it to relevant stakeholders as required.
• Act as Front Line Duty Officer (FLDO) for customer service issues dealing with complaints’ and incidents to support the two main Customer Service Officers (CSOs). 
• Ensure full coordination with Examination Services Manager and CSOs.

Business Development

• Contribute strategic and mystery shopping information for the Marketing Action Plan (MAP) to aid Examination Services Manager with its production on an annual basis.

Quality Compliance Assessment (QCA)

• Comply with all tenets of Quality and Compliance Assessment (QCA), including local regulations as defined by Country Exams Manager (CEM) or Examination Services Manager (ESM).

Key Relationships:

Internal

• Customer Service
• Exam Staff Members
• HR Team
• Business Operations Team
• MarComms
• Regional Finance Staff Members
• Market Place team
• Regional Customer Services
• Regional Exams Members

External

• Suppliers
• Customers
• Exams Candidates
• Corporate clients
• Public enquirers
• UK universities representatives
• Sub Centre/s
• Venue staff (Examiners and Invigilators)

Role Requirements:

• Passport requirements/ Right to work in country: Post holder must be eligible to work in Lebanon. When required, successful candidate needs to secure, at his/her own cost and liability, the appropriate work and residency permits and any other required document, as well as any renewals thereof, from the Lebanese competent authorities.
• Other important features or requirement of the job: The post involves frequent weekend work, frequent off-site work, occasional very early mornings, and occasional travel for trainings and meetings. Where applicable, this will be compensated with TOIL. Strict adherence to exam security and administration requirements is an essential part of the job.
• Direct contact or managing staff working with children? Yes
• Notes: Police Check for direct contact with children

Person Specification:

Language requirements:

Essential

• Aptis overall level B2

Desirable

• Arabic speaking and writing

Assessment Stage

• Shortlisting

Qualifications:

Essential

• Bachelor’s degree or equivalent

Desirable

•  BS or BA

Assessment Stage

• Shortlisting

Role Specific Knowledge & Experience:

Minimum / essential

• Minimum of 1 years’ work experience in operations or event management

Desirable

• Experience in an Educational/Customer service field
• Good general knowledge of British Education and Examinations

Assessment Stage

• Shortlisting

Role Specific Skills (if any)

Financial Skills:

• Awareness of payment system process and document standards
• Awareness of the concept of reconciliation

Computer Skills:

• To understand and use the Council’s IT systems in an effective manner in compliance with IT security standards including ability to access and use the British Council intranet site
• To understand and comply with BC security standards

Assessment Stage

• Shortlisting AND Interview

British Council Core Skills

Using Technology (Level 2) - Operates as an advanced user

Works as an advanced practitioner in the use of office software and/or British Council standard and social media platforms and trains or coaches others in their use.

Managing Finance and Resources (Level 2) - Uses financial systems and processes

Uses corporate financial systems and processes appropriately as part of the job and on behalf of a team.

Analysing Data and Problems (Level 1) -  Is Systematic

Breaks down problems into a list of tasks to be done and decides on appropriate action.

Planning and organising (Level 2) - Plans ahead

Organises own work over weeks and months, or plans ahead for others, taking account of priorities and the impact on other people.

Communicating and Influencing (Level 2) - Relates communications to circumstances

Displays good listening, writing and speaking skills, setting out logical arguments clearly and adapting language and form of communication to meet the needs of different people/audiences.

Assessment Stage

Shortlisting AND Interview

British Council Behaviours

Connecting with others – More Demanding/ Interview

Actively appreciating the needs and concerns of myself and others

Working together – More Demanding/ Interview

Ensuring that others benefit as well as me

Being accountable – More Demanding/ Interview

Delivering my best work in order to meet my commitments

Shaping the future – Essential/ Interview

Looking for ways in which we can do things better

Making it happen – Essential/ Required for the role but not assessed at the short-listing stage

Delivering clear results for the British Council

Creating shared purpose – Essential/ Required for the role but not assessed at the short-listing stage

Communicating an engaging picture of how we can work together