تفاصيل وظائف خدمة عملاء فى المجلس الثقافي البريطاني

تفاصيل وظائف خدمة عملاء فى المجلس الثقافي البريطاني

Test-Day Coordinator for british council

Role Purpose
The purpose of this role is to ensure the efficient, effective operational co-ordination and delivery of B2B Exams and Projects at the right cost and customer experience. The role is to support B2B Customers on operational, system and technical issues and report issues and resolutions to the Account Relationship Manager to develop and retain the Account.

This role will also provide technical support for all digital devices during exams sessions. This includes ensuring that the necessary devices are in good working order, properly set up and ready for exam use. The role will need to be on standby during exam sessions and troubleshoot or escalate issues for prompt resolution.

Main Accountabilities:
Service delivery and Operations
Support registration of exam entries, responding to queries or issues
Provides technical assistance leading up to and on Test Day
Undertakes bulk upload and cash reconciling
Project management and vendor management to ensure procurement, regular servicing and readiness of use of IT related equipment to ensure smooth delivery of exam services.
Ensures technical compliance of equipment and connectivity at test venues
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.
Supports all relevant to pre-test, test day, post-test services and procedures.
Coordinate with test day operations coordinator relevant tasks of pre-test, test day and post test

Customers/ Relationship and stakeholders
Supporting continuous improvement in the efficiency/cost effectiveness/quality of service delivery/systems in the unit or department
Proactively work 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.
Acts as ‘help desk’ to venue staff and customers / candidates
Develops good working relationships and engagement with Venue Staff and appropriate colleagues throughout the BC to facilitate effective and efficient service delivery.
Act as point of contact and manage escalated issues in country from Venue Supervisors and Venues, supported by Operations Manager / Cluster team when required.

Further Information
Role: Test-Day Co-ordinator
Number of positions: 2 positions
Pay Band: 4/H
Contract type: 1 Year Fixed Term Contract
Salary: The salary offered for this position is 8971.2 EGP per month
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