British CouncilHiring for EOR Officer at Noida, Uttar Pradesh Full Time

Location: Noida, South Asia, IN

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 realise 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 recognised 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.

EoR Officer

Role purpose

To provide support to the Enquiries on Results Support Manager in the delivery of the Enquiry on Results (EoR) service, providing excellent levels of customer service to test centres globally.

The post holder will be responsible for logging EoR applications globally in line with agreed service turnaround and provide administrative and process specific support to EoR team.

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

The English and Examinations Strategic Business Unit (E&E) is one of three strategic business units in the British Council (the others being Arts and Education & Society) all of which have the remit to build trust for the people of the UK by building relationships through aspects of our language and culture. E&E achieves this by enabling people across the world to access the life-changing education and work opportunities that are created by learning English or gaining valuable UK qualifications. Promoting the English language also provides a medium for communication, helping break down barriers of misunderstanding or mistrust between cultures.

The British Council’s 2020 vision for English & Examinations is to be the world authority in high quality English language teaching, learning and assessment, as well as the International distributor of choice for UK professional and school qualifications.

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. There is a need to standardise and automate activities across the globe to deliver efficiencies, and there is also a requirement to develop new digital products and services to meet changing customer demands and competitive pressures. In a cost and resource-constrained environment, balancing the on-going requirements and allocation of funds will be critical, as will the integration and planning of the implementation of the different changes across a global network of 110+ countries charged with the on-going delivery of impact and income whilst changing key elements of the supporting operational platform.

Main opportunities/challenges for this role

Adherence to the internal SLA set by the Global EoR manager to meet 24 hour turnaround delivery performance targets for application logging and results issue

Management of Team inbox, dealing with queries within specified timeline

Supporting EoR team with financial management which includes monthly invoicing, reconciliation and payment to ensuring timely and accurate payments to all external consultants

Maintain and update EOR manuals, check lists and training materials used by over 100 centres globally

Main accountabilities

Service delivery

Ensures the results are released within 24 hours from receipt of Senior Examiner Manager while monitoring the accuracy the released results.

Manages the various applications-related EOR team inboxes, dealing with enquiries.

Improves EOR service quality by assisting in evaluating and updating current EOR procedures

Receives instructions and requests from EoR managers and Examiners, and plans and organises given resources accordingly (often at short notice) to ensure that work is carried out efficiently and effectively

Provides timely feedback on EoR marking issues and events to more senior managers, enabling the adaptation of work plans where necessary and supporting continuous improvement in the efficiency/cost effectiveness/quality of service delivery/systems in the team.

Provides proactive and timely support to the EoR Support Manager and team members if and when required.

Provides administrative support in the recruitment, training, standardisation and monitoring of EoR markers

Customer service

Takes end-to-end accountability for researching and obtaining satisfactory and timely resolution of complex/escalated queries from Senior Examiners and Centres. Coordinating input from other colleagues/departments/managers as required, to do so. Ensures the Senior Examiner/Centre is kept informed throughout the process.

Relationship & Stakeholder Management

Develops good working relationships with appropriate colleagues throughout the BC to facilitate effective and efficient EoR results turnaround.

As required, supports senior colleagues in hosting/attending EoR events and wider IELTS events as deemed appropriate by team manager, ensuring these run efficiently and effectively and that a positive, professional image of the BC is projected.

Risk & compliance

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

Using standard procedures and templates, to produce weekly, monthly and quarterly reports for the EoR Managers on EoR services. These reports analyses operational activity levels and performance data, to support managers in making timely and effective business decisions that respond to operational needs.

Commercial & resource management

Operates and runs regular reports on range of standard, corporate financial processes and procedures to enable effective budget and resource management for the EoR– e.g. purchase order system, FABS, SAP, procurement processes.

Actively seeks to maximise value for money when booking meeting and training venue for Senior Examiner meetings and training sessions.

Leadership & management

Plans and prioritises own work activities, which span across a range of different work streams, responding to changing and at times competing requirements to ensure effective delivery of responsibilities over a weekly/monthly time horizon.

Likely to manage the day to day performance of a more junior team (temporary staff), dealing with sickness, discipline, motivation etc, to ensure high quality service delivery is maintained at all times

Tasks and coordinates offshore centre to complete activities in accordance with agreed marking deadlines.

Role Requirements

Passport requirements/ Right to work in country

Applicants must have the legal right to work in the country where they are residence. Applicant should be able to travel outside their country of residence and secure visa where required at short notice.

Qualifications

Educated to degree level or equivalent experience

Minimum/essential

Demonstrable experience of excellent written and verbal communication skills for a wide variety of audiences

Demonstrable experience of delivering training using a range of methods

Demonstrable experience of working to tight, and immovable deadline

Demonstrable experience of working as part of a dispersed team to successfully deliver business outcome

Desirable

Experience of IELTs processes or administration

Role specific skills (if any)

Highly organised with strong time management and prioritisation skills

Ability to remain calm, friendly and work well under pressure with little supervision

Ability to pay close attention to detail

Excellent IT skills (Microsoft word, Excel, and Outlook)

Ability to flexibly manage change

Able to build string relationships with colleagues and stakeholders

British Council Values & Behaviours

Connecting with others (Essential):
Making regular opportunities to understand others better

Making it happen (More demanding):
Challenging myself and others to deliver and measure better results

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.