Test-Day Coordinator

British Council; London; On-site; GBP 30,000 - 40,000; Full time

Job summary

The British Council seeks an Operations Coordinator for B2B Exams and Projects, responsible for managing exam operations, supporting customers, and ensuring high service quality. The role involves technical support, compliance with exam standards, and financial management, requiring a degree and relevant experience. Join us to help improve educational outcomes globally.

Qualifications

• 2 years of relevant exams operations experience.
• Experience managing small teams.
• Ability to prepare and present reports.

Responsibilities

• Support registration of exam entries and resolve related queries.
• Provide technical assistance during Test Day.
• Manage financial transactions via SAP.

Skills

Customer satisfaction

Analysis

Technical support

Education

University Degree

Tools

SAP

IELTS systems (ORS, IWAS, IAM, EQCS)

Job description

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We support peace and prosperity by building connections, understanding, and trust between people in the UK and worldwide.

We work directly with individuals to help them gain skills, confidence, and connections to transform their lives and shape a better world in partnership with the UK. Our support includes building networks, exploring creative ideas, learning English, obtaining high-quality education, and gaining internationally recognized qualifications.

Operating in over 200 countries and territories, with a presence in more than 100 countries, we reached 650 million people in 2021–22.

Role Purpose

This role ensures the efficient operational coordination and delivery of B2B Exams and Projects at optimal cost and quality. It involves supporting B2B customers with operational, system, and technical issues, reporting problems and resolutions to the Account Relationship Manager to develop and retain the account. Additionally, the role provides technical support for digital devices during exams, ensuring they are functional, properly set up, and ready for use. The role requires standby availability during exam sessions to troubleshoot or escalate issues promptly.

Main Accountabilities:

Service delivery and Operations

• Support registration of exam entries and respond to queries or issues.
• Provide technical assistance before and during Test Day.
• Perform bulk uploads and cash reconciliation.
• Manage projects and vendors to ensure procurement, servicing, and readiness of IT equipment for smooth exam delivery.
• Ensure technical compliance of equipment and connectivity at test venues.
• Plan and prioritize work activities across various work streams to ensure effective delivery.
• Support pre-test, test day, and post-test services and procedures.
• Coordinate with the test day operations team on relevant tasks.

Customers/Relationship and stakeholders

• Contribute to continuous improvement in service efficiency, cost-effectiveness, and quality.
• Work proactively with the Operations Manager to resolve customer complaints and keep clients informed.
• Act as a help desk for venue staff and candidates.
• Build and maintain good relationships with venue staff and colleagues to facilitate effective service delivery.
• Manage escalated issues from country venues, supported by the Operations Manager or Cluster team.

Risk and compliance

• Adhere to QCA standards, exam board guidelines, and audit requirements, maintaining strict exam security and administration protocols.
• Undertake contingency and risk management, liaising with local IT, examiners, and venue staff to ensure aligned communications.
• Follow corporate risk management procedures, including child protection, security, financial protocols, and anti-fraud measures.

Analysis and reporting

• Use standard procedures and templates to record, analyze, and report operational activities, supporting management decision-making.
• Participate in wash-up meetings to review exam day performance and implement improvements.

Finance

• Manage financial transactions via SAP, including raising purchase requisitions and sales orders, in compliance with policies.
• Assist with income reconciliation, collection, and vendor payments as needed.

Minimum Requirements:

• University Degree and 2 years of relevant exams operations experience.
• Experience managing small teams or demonstrating management potential.
• Experience maintaining high standards of customer satisfaction.
• Ability to prepare and present reports and analysis.
• Previous experience in exams administration, especially using IELTS systems like ORS, IWAS, IAM, EQCS.
• Knowledge of UK Board regulations and processes with a proven track record of compliance.