Role Purpose
The purpose of this role is to ensure effective and efficient delivery of Exams. To manage Venue Supervisor engagement, relationship, and performance. To co-ordinate and manage any risk or issue resolution, including co-ordination of customer communication directly or through customer services. To be point of contact for Venues/Venue Supervisors on the day. This role will be required to work test days which will involve weekend work as part of the contracted hours.
Main accountabilities but not limited to the following:

Undertakes the related planning and delivery functions in preparation for Test Days in line with British Council process.
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.
Supports continuous improvement in the efficiency/cost effectiveness/quality of service delivery/systems in the unit or department.
Undertakes contingency and risk management on the ground, liaises with Customer Service, Examiner or Venue Staff to ensure alignment on communications 
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.
Monitors and takes responsibility for small-scale resources/cash/stock, following established procedures and ensures that equipment and materials are available and ready to use when needed.
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 or monthly time horizon.                                                                                                      

Role specific knowledge and experience:

Experience working in a busy operational environment delivering high levels of customer service.
Ability to ensure compliance, risk, and security standards are monitored and maintained

Minimum Requirements:

Under-graduate degree or equivalent qualification/experience

Desirable:

Experience of supporting delivery of computer-based exams
Experience working in Exams