Log In
Sign Up
br{display:none;}.css-58vpdc ul > li{margin-left:0;}.css-58vpdc li{padding:0;}]]>
PSN Administrative Support Officer
Date: 17-Jan-2023
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.
Role context
- 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.
Main opportunities/challenges for this role
Accountabilities, responsibilities and main duties:
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 3 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
Graduate
Role specific knowledge and experience
Demonstrable experience in IELTS or any other exams delivery/administration
- Demonstrable experience in customer service-oriented role[1]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
Department/Country- IELTS ops/ India – Noida
Closing Date (Time) – 2nd Feb 23
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 [email protected]
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.
