British CouncilHiring for PSN Administrative Support 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.

Job Title: PSN Administrative Support Officer- Global English & Exams Shared Services (IELTS Operations)

Purpose of job:
Work closely with Speaking Examiner Operations Manager providing support for the IELTS Speaking operation globally, including supporting the quality control of VCS and IELTS Online across the network. Provide support to the PSN Team through file management, triage of email queries and supporting with development of systems.

Main opportunities/challenges for this role

Liaise with the PSN Team on a daily basis regarding PSN administrative tasks

Arrange, co-ordinate and communicate with Examiner Trainers in order to arrange meetings

Arrange and co-ordinate regular meetings for Examiner Support Coordinators

Communicate with ESCs as required

Develop and maintain all documentation on the PSN SharePoint site

Create new sections on PSN SharePoint to support day to day running of the global operation

Design administrative systems to support delivery of new online global speaking products

Maintain and populate the PSN SharePoint with data for all IELTS regions (x 7)

Follow up on Enquiry on Results with centres as required.

Manage the generic PSN inbox, categorising queries and ensuring responses are met within agreed SLA

Develop the PSN Portal in collaboration with systems colleagues and ensuring launch across the network

Manage all remarking of Life Skills investigations

Managing Indicator appeals

Developing knowledge of all PSN related systems

Creating monthly dashboard reports

Service delivery

Implement a range of standardised, operational procedures and systems to plan work or schedule based on management information to ensure milestones are met.

Receive instructions and requests from Speaking Operations Manager, PSN Manager, VCS Project Manager and Head of Examiner Standards, and plan and organise given resources accordingly (often at short notice) to ensure that work is carried out efficiently and effectively

Provide timely feedback on operational 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 unit or department

Use a range of standardised systems and processes to plan and coordinate effective, timely and cost effective logistical support to enable the delivery of high quality services to a range of Examiners

Triage of generic PSN inbox

Liaise and work in or with operational team, where or when the need arises to ensure the effective and smooth delivery of speaking results.

Customer service

Take end-to-end accountability for researching and obtaining satisfactory and timely resolution of queries from Examiners, coordinating input from other colleagues in Examiner Management Function. Ensures the customer is kept informed throughout the process.

Focus on delivering excellent customer service throughout all tasks, projects and processes

Relationship & stakeholder management

Develop good working relationships with appropriate colleagues throughout the BC to facilitate effective and efficient service delivery.

As required, support senior colleagues in the Examiner Management Team in hosting/attending external events or meetings, ensuring these run efficiently and effectively

Risk & compliance

Adhere to regulatory and internal procedures and obligations

Ensure the accurate and timely production and delivery of materials for training and standardisation of Speaking Examiners. Analysis & reporting

Use standard procedures and templates, updates and regularly report on key management information to the Speaking Operations Manager

Manage files and build and maintain the team’s Sharepoint site

Ensure that all data and databases are up-to-date and accurate to support senior managers in making timely and effective business decisions that respond to operational needs.

Analysis & reporting

Use standard procedures and templates, updates and regularly report on key management information to the Speaking Operations Manager

Manage files and build and maintain the team’s Sharepoint site

Ensure that all data and databases are up-to-date and accurate to support senior managers in making timely and effective business decisions that respond to operational needs

Leadership & management

Plan and prioritise own work activities, which span across the Global Marking Function, responding to changing and at times competing requirements to ensure effective delivery of responsibilities over a weekly/monthly time horizon.

Support the management of day-to-day performance of Examiners, dealing with sickness, disciplinary issues to ensure high quality service delivery is maintained at all times.

Task and coordinate ESCs to complete activities in accordance with agreed deadlines.

Information Security:
Ensure that the team is aware of the information security policies and comply with them.

Ensure that the team complies with ISO 27001/ ISO 22301.

Raise incident / blow whistle when observe any non-compliance to information security policies

Qualifications

Education –Graduate

Role specific knowledge and experience

Demonstrable experience in IELTS or any other exams delivery/administration

Demonstrable experience in customer service-oriented role-comfortable speaking on the phone

Demonstrable experience of working to tight, and immovable deadline

Proven record of having excellent organisation skills

Proven record of keeping clear and concise notes of any communications made with Examiners

Further Information

Pay Band – 4

Contract Type –FTC, 1 year

Department/Country- OSM / India – Noida

Closing Date (Time) – 17th April 22 (IST -23:59)

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.