Video Call Speaking Associate

Challenges and Accountabilities

Operations management:

Service Delivery

Stakeholder Management

Quality Management

Internal Customer Focus

Service Delivery

Share relevant results with Test Centers.

Act as point of escalation for Test Centre queries relating to Local Examiners.

Send Apportionment timetables to Examiners.

Supporting Examiners during live tests across multiple time zones.

Approving center requests for Examiner support.

Assists managers with implementations of new processes.

Scheduling training events, practice sessions and assessments for VCS Examiners

This will include following a troubleshooting guide that will be provided to them to help fix and triage issues.

Carry out super user tasks to help resolve test day issues.

Act as the interface between GIS/China support teams and examiners.

Act as the interface between examiners and Global Examiner hub team.

Delivering efficiency by meeting & exceeding listed KPI s.

Process transactions as per process guidelines.

Other responsibilities as identified during the development of the role.

Stakeholder Management

Develops good working relationships with appropriate colleagues throughout the British Council and in the relevant functional disciplines (VCS, Delivery) to facilitate the effective provision of high quality and customer-focused services and advice.

Quality Management

Achieving quality related KPIs of the process.

Ensuring that Process Compliances are followed.

Taking continual improvement initiatives in the process.

Internal Customer Focus

Responds knowledgeably and professionally to enquiries within VCS, to ensure internal customers receive high quality, prompt, and timely service and/or advice. Refers on to others only complex enquiries, or those outside own area of expertise.

Uses a range of enquiry, research, and analytical approaches to ensure they have an accurate understanding of the internal customer s business needs and concerns before providing appropriate services, advice or problem-solving support.

Role specific knowledge and experience:

Minimum/essential

Excellent communication skills.

Analytical with excellent attention to detail.

Proficient in MS office applications

Ability to inspire and support people

Ability to plan well and prioritize work

Good decision-making

Proactive approach with focus on problem analysis & resolution

0-6 months work experience.

Desirable

Demonstrable experience of working as part of a dispersed team to deliver a service

Demonstrable experience of reacting positively to change

Requirements:

Education: University degree or equivalent