We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.
We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.
Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 202122 we reached 650 million people.
Pay Band:4/H - 18,226 MXN
Contract Type:Indefinite
Location:Mexico City
Right to Work Requirements:Right to Work in Mexico. The British Council is not able to support or sponsor work visa applications.
Closing Date:advert will close onThursday June 1st, 2023 at 23:59 Colombia time.
Role Purpose
The purpose of this role is to
- ensure effective and efficient delivery of Exams and excellence in Customer Experience
- manage Venue Supervisor and Invigilator engagement, relationship and performance
- co-ordinate and manage any risk or issue resolution, including co-ordination of customer communication directly or through customer services
- be point of contact for Venues/Venue Supervisors on test day. To coordinate and manage the despatch of materials to venues for open and closed exams sessions
- coordinate Examiner attendance and activities at local and remote locations
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
- Undertake planning and delivery functions in preparation for Test Days in line with BC and exam board process.
- Receive and implement instructions and requests from cluster operations according to established SLAs, and plan and organise given resources accordingly (often at short notice) to ensure that work is carried out efficiently and effectively.
- Use dashboards to monitor performance and identify issues.
- Plan and deploy engagement plan for Venue Staff, in conjunction with HR and employment agency.
- Ensure exam materials are received at Test Centre and Venues and stored and managed securely.
- Support the selection and ongoing inspection of BC, partner and customer venues.
- Undertake contingency and risk management on the ground, liaise with Customer Service, Examiners and Venue Staff to ensure alignment on communications.
- Receive and respond to internal and external customer enquiries and be a specific point of reference on queries relating to an area of nominated expertise or responsibility. Identify where more complex issues require resolution by others and refer them on accordingly.
- Recognise and understand the impact of incidents such as 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.
- Support continuous improvement in the efficiency/cost effectiveness/quality of service and delivery/systems in Exams.
- Proactively work with the Operations Manager to deliver satisfactory and timely resolution of internal and external customer complaints, coordinating input from other team members as required. Ensure the customer is kept informed throughout the process.
- Plan and prioritise own work activities 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.
- Task and coordinate others (e.g. colleagues or external contractors/suppliers) to complete time-limited, straightforward activities, within established procedures, in order to ensure efficient delivery of services. Monitor and report task completion to agreed quality and time standards.
Requirements of the role
- 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.
- Experience of supporting on delivery of computer based exams.
- Written and verbal proficiency in English at B1 level is required.
Note:you are welcome to upload your supporting statement in English, Spanish or Portuguese, whichever you prefer; however, if invited to interview, this will be fully in English and with an interview panel. English proficiency may be assessed before inviting for interviews.
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 iscommitted 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 Councils Safeguarding policies for Adults and Children.
If you have any problems with your application please email askhr@britishcouncil.org
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.