Test Day And Logistics Coordinator

Test Day and Logistics Coordinator

• Be point of contact for Venues/Venue Supervisors on the day
• Manage Venue Staff engagement, relationship, and performance
• Ensure effective and efficient delivery of Exams within a small or remote exams office location
• Handle confidential materials during the multiple exchanges in Trinidad and Tobago and the wider Caribbean in accordance with compliance standards
• Co-ordinate and manage any risk or issue resolution, including co-ordination of customer communication directly or through customer services

• Working with new systems and processes and ensuring that new ways of working are taken up and adhered to.
• Adopting new systems and system functionalities as they come online.
• This role is key to ensuring delivery of British Council exams operations at test centre level under the Global New Operating Model for Exams being implemented across the business.
• Acting in unforeseen situations to identify and solve problems and ensure Test Day is successfully executed and compliant.

• 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 tasks to reconcile exam materials and papers received are as per plan, report and escalate any discrepancies.
• 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.
• Undertakes contingency and risk management on the ground, liaises with Customer Service, Examiner or Venue Staff to ensure alignment on communications
• Proactively works with Operations Manager to deliver satisfactory and timely resolution of customer (internal or external) complaints, coordinating input from other team members as required. Ensures the customer is kept informed throughout the process.
• Undertakes sorting and packing of exam materials for designated test venues. Ensures exam materials are received at Test Centre and stored securely.
• Recognises and understands the impact of incidents arising (e.g. complaints, resourcing problems, logistical or technical difficulties) and proactively alerts the team leader to any issues of concern that are likely to impact test delivery or customer experience.
• Supports continuous improvement in the efficiency/cost effectiveness/quality of service delivery/systems in the unit or department
• Supports the functions of confidential materials handling and the Confidential Materials Room (CMR) to ensure British Council standards are met in set up and day to day operations.
• 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.
• 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.
• Develops good working relationships and engagement with Venue Staff and appropriate colleagues throughout the BC to facilitate effective and efficient service delivery.
• Undertakes delivery functions in preparation for Test Days in line with British Council processes.
• Receives instructions and requests from cluster operations, 5 days before Test Day and plans and organises given resources accordingly (often at short notice) to ensure that work is carried out efficiently and effectively.

• Ability to ensure compliance, risk and security standards are monitored and maintained.
• Experience working in a busy operational environment delivering high levels of customer service.
• Experience of supporting in the delivery of computer-based exams