Exams Officer

Role Purpose

To deliver British Council examinations in OPT to target audiences according to client services standards and to help Exams Operation Manager in implementing the plans for future growth of British Council examinations in OPT. The job sits in the Examinations Services team in OPT. He/she should be working very closely with the whole exam team to ensure an efficient implementation of the British Council exams in OPT. Excellent customer and client service and effective and secure exams delivery are essential to continued growth of the business.

Main Accountabilities:

Service Delivery/Test Administration

• Deliver a range of pre, during and post-test administrative service as per the Examining Boards and British Council standards and regulations. This includes, but not limited to: registration systems, venue staff systems, financial systems, logistical preparation, managing and updating communication channels, confidential material management and certification

• Carry out full examination venue management duties and responsibilities in line with the Examining Boards and British Council standards and regulations.

• Work in line with the requirements of GNOME i.e. the administration of BOSS,SRS, ORS, Inspira, ICS.

• High degree of flexibility required. Frequent unsocial hours in order to deliver

exams services and programme activity in Jerusalem and the West Bank.

Relationship/Account Management

• Operate as the point of contact for assigned schools/clients.

• Assist with the implementation of value-added services and supporting activities and events to reinforce close and trustworthy relationships with assigned schools/clients.

• Recognize and understand the impact of incidents arising (e.g. complaints, resourcing problems, logistical or technical difficulties) and proactively alert the team leader to any issues of concern that are likely to impact service/project/task delivery or customer experience

• Maintain professional relationships with schools/clients to enable and facilitate effective and efficient service delivery

• Maintain strong relationships with British Council owned and managed venues

and provide feedback for improvement as per audit standards

Reporting

• Maintain accurate records related to the work area and provide routine and nonstandard documentation, reports or financial analysis as requested

• Perform straightforward analysis and interpretation of data, tasks or information and present findings/results accurately and appropriately to support effective maintenance of management information systems

• Perform financial duties, including PO creation and invoicing, in line with corporate standards; conduct daily reconciliation for all CS staff using the Cash Journals and any identified discrepancies are addressed on the spot.

Risk and Compliance

• Use standardised processes to monitor team/unit compliance with agreed corporate risk management procedures relevant to service delivery (e.g. child protection, security policies, financial protocols, anti-fraud measures, EDI, safeguarding) to protect the interests of the British Council and its customers

• Supervise venue staff which includes performance management and attendance at the exam venue, resolving related problems and issues, supporting their training and payments processing

• Ensure test administration is carried out in compliance with relevant examining board regulations, guidelines, and standards as well as with British Council’s QCA policy and standards

• Arrange exams venues in line with QCA policy and standards as well as in line with the branding policy

• Handle confidential materials as per QCA policy and standards and follow

needed processes.

Customers/Stakeholders Service Management

• Ensure efficient customer journey and positive customer experience to stakeholders as per British Council service management standards. This includes not limited to: registration and exams delivery cycle, enquiry-handling, information provision and communication

• Ensure providing accurate and updated information to enquiries received from stakeholders, or referring them to the correct source

• Take end-to-end accountability for researching and obtaining satisfactory and timely resolution of complex/escalated stakeholders’ (internal or external) operational complaints and issues, coordinating input from other colleagues /departments/managers as required

• Provide direction, information, and advisement to stakeholders regarding testing policies, procedures, and outcomes

Jobs.ps, Ltd. All Rights Reserved.

Minimum/essential Requirements:

English proficiency level B2 or above.

University degree of equivalent.

Desirable Requirements:

General knowledge of British Education and Examinations systems.

*This role is open to candidates who have the right to work in Ramallah, Palestine

*Please note that all applications should be submitted in English only.

*It is advisable to apply in advance to avoid any technical issues at the last moment.