Purpose of job:
To provide support to the IELTS Enquiry on Results Manager in the delivery of the Enquiry on Results (EOR) service, providing excellent levels of customer service to the global network of IELTS centers.
Context and environment:
This post will be based in the English Strategic Business Unit in London and provide administratively and process specific support to the IELTS candidate appeals service.
IELTS is currently taken by over 2 million test takers worldwide and over 1 million of these tests are delivered by the British Council in 200 test centres. The role will also work closely with the EOR Manager to allocate, commission, report, and despatch appeal to a team of 23 external EOR markers. Given the increasing number of appeals and the need to review and develop an automated system, this post will work closely with the EOR Manager to implement a fully automated end to end EOR solution for test centres.
Accountabilities, responsibilities and main duties:
The post will ensure consistent administration of IELTS Enquiry on Results service with a particular focus on quality standards, materials security, and implementation of the specific IELTS EOR automation related project.
Allocation of EOR markers in close collaboration with the EOR Manager
Ensure security and confidentiality of all IELTS EOR materials as per required standards
Provide service turnaround to the required service standards and work on identified mechanisms to minimise turnaround times
Provide administrative support in the recruitment, training, standardisation, and monitoring of EOR markers
Dealing with all EOR related enquiries, complaints from test takers, test centres and test users as delegated by the EOR Manager
Monitoring IELTS EOR inboxes
Ensuring timely and accurate payments to all external consultants
Providing support to any planned EOR events and wider IELTS events as deemed appropriate by the Global IELTS Operations Manager
Produce weekly, monthly and quarterly reports for the IELTS Global Operations Manager on the EOR service
Participating in any required team meetings
Working with the EOR Manager to implement an automated EOR service, including a review of functional requirements, working with the developers, communications, and training for test centres and evaluation of the service.
Global IELTS Operations team including working with the PSN Manager and Investigations manager for related areas of work
Global Exams Systems Manager and any related system development teams
All Test centre managers/ administrators across the British Council test centre network
China EOR team counterparts
IELTS EOR Marker trainer
A group of external consultants working as EOR markers for the British Council
Examiner Support Coordinators for any required monitoring and follow up actions
Stakeholders, test users
Previous office administration experience
Experience of IELTS processes or administration