The British Council is the world’s leading cultural relations organization and creates opportunities for people in the UK and worldwide to understand each other, to work together and learn from one another. We see this as crucial to building secure, more prosperous and sustainable futures for us all. We build trust and understanding between different countries and cultures and develop strong international links that are of benefit to people in Britain and the rest of the world.
EXAMINATIONS OFFICER – RIVERS
Location: Port Harcourt
Pay Band: Country Appointed PB4
Report: Operation Manager
Department: Exams, Nigeria
Duration of job: Indefinite
PURPOSE OF JOB
To support Examination Services in Nigeria in delivering exams and tests and to maintain them at the highest professional standards as set out in the British Council’s EQCA (Examination Quality & Compliance Standards), examinations boards and partner standards.
ACCOUNTABILITIES, RESPONSIBILITIES AND MAIN DUTIES
(including people management and finance)
As Exams Officer, the post holder will be line managed by an Operations Manager or IELTS Administrator in Port-Harcourt.
This role will support delivery of all examinations administered from the Port-Harcourt office.
This role will ensure that assigned tests are delivered in a timely manner
All administrative procedures are in full compliance with examination boards, partners and EQCA standards.
Reliability: to ensure examinations are delivered securely according to board requirements
Quality and Compliance: to deliver a high standard of customer service to our schools and their candidates. As measured by our own Exams Quality Standards, Customer Service Standards, and inspection visits from Cambridge International Exams, IELTS and other examination boards as required.
Finance: all British Council standards for managing finances are met with relation to income reconciliations, cash handling, managing purchase orders, managing contracts and procurement.
MAIN DUTIES
Administration of examinations (pre-test):
Overseeing the taking delivery of examinations materials and checking them prior to exams commencing, packing and returning scripts, maintaining logs appropriately.
Answering enquiries about exams.
Exam registration procedures including receiving and collating registration forms, entering and retrieving data on exam board registration portals, payments and exams correspondence including dispatch of results.
Assist with recruitment and management of venue staff (invigilators, examiners and inspectors).
Assist with evaluation of new associate schools, agents and other educational institutions.
Assist with searching for and evaluation new venues.
Exam Delivery:
Delivering Examinations on test days which includes:
Supervision of venue staff
Ensuring adherence examination day procedures
Delivering speaking tests
OVERSEEING PRACTICAL EXAMINATIONS
POST-EXAMINATION ADMINISTRATION:
Secure and accurate dispatch of test answers and materials to the examination board. Maintaining accurate logs of examination paper movements.
Effective delegation of duties when absent on leave or through illness etc.
Venue Staff:
Venue staff creation, scheduling and payment.
Assist with monitoring and training of invigilators.
To be part of the recruitment, training and monitoring team for venue staff.
To act as liaison between examiners and the relevant operations managers and trainers.
Client Support:
To assist in planning agent briefing events, and to support agents in the registration and preparing candidates for exams.
To assist schools with becoming associate centres, as necessary.
To assist Exam/Grant Funded Services (GFS) project managers in delivery of Education/Skills-specific events, including assisting with managing relationships with stakeholders.
To assist with managing administration of exams with professional bodies partners, as necessary.
Marketing & Customer Service:
To assist in providing data for marketing action plan and business planning.
Seeking and using customer feedback to improve service delivery.
To assist the Regional Sales Manager in appropriate marketing of examinations in Nigeria.
To follow a programme of visits to schools/educational institutions/training providers to build relationships with existing and potential clients to expand the business.
To assist in customer service, delivery of other examinations and other duties as required in this small office, especially in times of staff absences.
Finance:
To assist with preparation and submission of income reconciliations to agreed timescales.
To record income correctly on the FABS (Finance and Business Support) system and in a timely manner.
To comply with Contract and Procurement standards.
Continuing Professional Development:
To ensure that elective and mandatory training is completed. To contribute to centre and national meetings and working groups.
Key Relationships
Internal: Country Exams Manager, Deputy Country Exams Manager, Examination Officers elsewhere in Nigeria and globally, Customer Service Staff Nigeria, Finance Manager Nigeria, Regional Exams Team, IELTS team, Professional Exams Team, Schools Team
External: Vocational and higher education training providers in Nigeria and the UK. IELTS Regional Team. School Principals, Educational Agents, AISEN, APEN, ELTAN and other professional teaching associations; venue staff, enquirers, candidates
Other Important Features or Requirements of the Job
Travel to administer/monitor examinations in centres outside of Lagos may be required.
Early morning starts, overnight stays and weekend working is required.
Flexible working hours during peak periods is required.
Examination delivery deadlines are absolute; therefore, out of hours working may be required in order to meet these deadlines.
PERSON SPECIFICATION
Behaviours
Working together (essential): Establishing a genuinely common goal with others.
Making it happen (essential):
Being Accountable (more demanding)
Assessment Stage:
Interview:
Creating Shared Purpose (essential)
Shaping the future (essential):
Look for ways in which we can do things better.
Connecting with others (essential): Making regular opportunities to understand others better.
Assessment Stage:
These behaviours will be needed to successfully carry out the role, but will not be assessed for recruitment purposes.
SKILLS AND KNOWLEDGE
Essential:
Developing Business Level 1 – Applies a range of standard analytical techniques to support business development – e.g. pricing tools, revenue tracking, monitoring sales prospects, audience figures or profit margin. (Analytical skills)
Using Technology Level 1 – Able, with adjustments if necessary, to use office software and British Council systems to do the job and manage documents or processes.
English Language proficiency to IELTS band 8.0, CEF C2 in all areas (or equivalent).
Strong Attention to Detail.
Customer Service Focus.
Strong Organisation Skills.
Teamwork.
Ability to deal with conflict.
DESIRABLE:
Knowledge of the education and qualification systems in the UK and Nigeria
Assessment Stage:
Short listing & Interview
EXPERIENCE
Essential:
Providing and monitoring service within quality standards.
Working quickly and accurately to tight deadlines.
Experience of handling and reporting on payments from customers.
Training and managing a team to deliver to quality standards.
Arranging meetings with stakeholders.
DESIRABLE:
Experience of delivering examinations in a timely and secure manner.
Assessment Stage:
Short listing & Interview
QUALIFICATION
ESSENTIAL:
A first Degree or equivalent (including via work experience).
DESIRABLE:
A qualification in examinations management.
Assessment Stage:
Short listing
Remuneration
NGN 3,566,599.00 Gross.
EXAMINATIONS OFFICER – ABUJA
Pay Band: Country Appointed PB4
Report: Operation Manager
Department: Exams Nigeria
Duration of job: Indefinite
PURPOSE OF JOB
To support Examination Services in Nigeria in delivering exams and tests and to maintain them at the highest professional standards as set out in the British Council’s EQCA (Examination Quality & Comliance Standards), examinations boards and partner standards.
ACCOUNTABILITIES, RESPONSIBILITIES AND MAIN DUTIES
(including people management and finance)
As Exams Officer, the post holder will be line managed by an Operations Manager or IELTS Administrator in Abuja.
This role will support delivery of all examinations administered from the Abuja office.
This role will ensure that assigned tests are delivered in a timely manner
All administrative procedures are in full compliance with examination boards, partners and EQCA standards.
Reliability: to ensure examinations are delivered securely according to board requirements
Quality and Compliance: to deliver a high standard of customer service to our schools and their candidates. As measured by our own Exams Quality Standards, Customer Service Standards, and inspection visits from Cambridge International Exams, IELTS and other examination boards as required.
Finance: all British Council standards for managing finances are met with relation to income reconciliations, cash handling, managing purchase orders, managing contracts and procurement.
MAIN DUTIES
Administration of examinations (pre-test):
Overseeing the taking delivery of examinations materials and checking them prior to exams commencing, packing and returning scripts, maintaining logs appropriately.
Answering enquiries about exams.
Exam registration procedures including receiving and collating registration forms, entering and retrieving data on exam board registration portals, payments and exams correspondence including dispatch of results.
Assist with recruitment and management of venue staff (invigilators, examiners and inspectors).
Assist with evaluation of new associate schools, agents and other educational institutions.
Assist with searching for and evaluation new venues.
Exam Delivery:
Delivering Examinations on test days which includes:
Supervision of venue staff
Ensuring adherence examination day procedures
Delivering speaking tests
Overseeing practical examinations
Post-Examination Administration:
Secure and accurate despatch of test answers and materials to the examination board. Maintaining accurate logs of examination paper movements.
Effective delegation of duties when absent on leave or through illness etc.
Venue Staff:
Venue staff creation, scheduling and payment.
Assist with monitoring and training of invigilators.
To be part of the recruitment, training and monitoring team for venue staff.
To act as liaison between examiners and the relevant operations managers and trainers.
Client Support:
To assist in planning agent briefing events, and to support agents in the registration and preparing candidates for exams.
To assist schools with becoming associate centres, as necessary.
To assist Exam/Grant Funded Services (GFS) project managers in delivery of Education/Skills-specific events, including assisting with managing relationships with stakeholders.
To assist with managing administration of exams with professional bodies partners, as necessary.
Marketing & Customer Service:
To assist in providing data for marketing action plan and business planning.
Seeking and using customer feedback to improve service delivery.
To assist the Regional Sales Manager in appropriate marketing of examinations in Nigeria.
To follow a programme of visits to schools/educational institutions/training providers to build relationships with existing and potential clients to expand the business.
To assist in customer service, delivery of other examinations and other duties as required in this small office, especially in times of staff absences.
Finance:
To assist with preparation and submission of income reconciliations to agreed timescales.
To record income correctly on the FABS (Finance and Business Support) system and in a timely manner.
To comply with Contract and Procurement standards.
Continuing Professional Development:
To ensure that elective and mandatory training is completed. To contribute to centre and national meetings and working groups.
KEY RELATIONSHIPS
Internal: Country Exams Manager, Deputy Country Exams Manager, Examination Officers elsewhere in Nigeria and globally, Customer Service Staff Nigeria, Finance Manager Nigeria, Regional Exams Team, IELTS team, Professional Exams Team, Schools Team
External: Vocational and higher education training providers in Nigeria and the UK. IELTS Regional Team. School Principals, Educational Agents, AISEN, APEN, ELTAN and other professional teaching associations; venue staff, enquirers, candidates
Other Important Features or Requirements of the Job
Travel to administer/monitor examinations in centres outside of Lagos may be required.
Early morning starts, overnight stays and weekend working is required.
Flexible working hours during peak periods is required.
Examination delivery deadlines are absolute; therefore, out of hours working may be required in order to meet these deadlines.
PERSON SPECIFICATION
Behaviours
Working together (essential): Establishing a genuinely common goal with others.
Making it happen (essential):
Being Accountable (more demanding)
Assessment Stage:
Interview:
Creating Shared Purpose (essential)
Shaping the future (essential):
Look for ways in which we can do things better.
Connecting with others (essential): Making regular opportunities to understand others better.
Assessment Stage:
These behaviours will be needed to successfully carry out the role, but will not be assessed for recruitment purposes
SKILLS AND KNOWLEDGE
ESSENTIAL:
Developing Business Level 1 – Applies a range of standard analytical techniques to support business development – e.g. pricing tools, revenue tracking, monitoring sales prospects, audience figures or profit margin. (Analytical skills)
Using Technology Level 1 – Able, with adjustments if necessary, to use office software and British Council systems to do the job and manage documents or processes.
English Language proficiency to IELTS band 8.0, CEF C2 in all areas (or equivalent).
Strong Attention to Detail.
Customer Service Focus.
Strong Organisation Skills.
Teamwork.
Ability to deal with conflict.
DESIRABLE:
Knowledge of the education and qualification systems in the UK and Nigeria
Assessment Stage:
Short listing & Interview
EXPERIENCE
Essential:
Providing and monitoring service within quality standards.
Working quickly and accurately to tight deadlines.
Experience of handling and reporting on payments from customers.
Training and managing a team to deliver to quality standards.
Arranging meetings with stakeholders.
DESIRABLE:
Experience of delivering examinations in a timely and secure manner.
Assessment Stage:
Short listing & Interview
QUALIFICATION
Essential:
A first Degree or equivalent (including via work experience).
DESIRABLE:
A qualification in examinations management.
Assessment Stage:
Short listing
Remuneration
NGN 3,566,599.00 Gross.
CUSTOMER SERVICE/EXAMINATIONS ASSISTANT
Pay Band: Locally appointed Grade J
Region: Sub Saharan Africa
Department: English & Exams
PURPOSE OF JOB
To support the achievement of country plan objectives in Nigeria by delivering customer services and examinations administration support.
To maintain them at the highest professional standards as set out in the British Council’s EQS (Examination Quality Standards) and by the Examination Board Partners.
Accountabilities, Responsibilities and Main Duties (including people management and finance)
Quality: to deliver a high standard of customer service to our customers, schools and exams candidates. Performance is measured by our own Exams Quality Standards and the inspection visits from Cambridge International Exams and other examination boards.
Finance: all British Council standards for managing finances are met with relation to managing Purchase Orders, reconciling income, managing contracts and procurement.
Reliability: to ensure examinations are delivered securely according to board requirements
MAIN DUTIES
Customer services:
To provide services that support British Council examination candidates.
Front desk is always manned during operational hours
Visitors are attended to immediately and appropriately
Phone enquiries answered within 45 seconds of first ring
Email enquiries are attended to promptly and escalated from regional email centre as per agreed service level agreement
Payments are collected, receipts issued and accurately posted on the system
Daily / weekly balanced reconciliations are completed and “parked” on the financial system and spreadsheet.
Complaints, comments and feedback are dealt with in accordance with corporate policy and the Exams Quality Standards.
Provide support/assistance to the Exams Team on all aspects of Customer Service and Exams administration
Use the E-Africa website as the single authoritative source of information for all enquiry handling
To provide administrative support in the delivery of exams, workshops, seminars and any other project related services in line with Exams Quality Standards (EQS)
All service registration procedures (e.g. Exams, Certification and other programme registration) are fully understood and implemented to agreed standards.
Information about the full range of British Council products and services is clearly and confidently articulated to customers, encouraging customer engagement and cross-selling
To regularly attend staff meetings to both gain and impart knowledge about our customers, products and services
Regular communication and working is maintained with back-of-house teams
Examinations Administration:
Providing administrative support in the delivery of examinations. This involves supporting colleagues in pre and post-test/examination administration duties. This includes exams data entry, post-despatch, assisting with session planning/implementation and examination invigilation.
Supporting Exams Officers in venue staff monitoring and training.
Conducting venue and school inspections.
Supporting the wider British Council activities such as workshops, seminars and any other project related services in line with Exams Quality Standards (EQS)
Information Knowledge Management:
Manage information created and received in compliance with the Council’s information management standards, policies, the UK Data Protection Principles and local legislation.
OTHER DUTIES:
To assist with market testing of venues and other suppliers.
Assisting with data collection for marketing purposes.
To regularly attend staff meetings to both gain and impart knowledge about our customers, products and services
To assist with any other duty examinations management deem necessary.
KEY RELATIONSHIPS
Internal: Customer Services team, Abuja Exams Team, Country Exams Manager, Assistant Country Exams Manager
External: Venue Staff, IELTS Examiners, Enquirers, Examinations candidates, Venue suppliers.
Other Important Features or Requirements of the Job
IELTS tests are usually held on Saturdays and Sundays and some early evenings. Professional and vocational examinations are also occasionally held on Saturdays. Roastered working on Sundays and some evenings is required.
Travel to administer/monitor IELTS tests in centres outside of Abuja may be required.
Test deadlines are absolute; therefore, out of office hours working may be required to meet these deadlines.
Overnight stays and weekend working may be required. Flexible working hours during peak periods (May/June & November/December) for CIE, ACCA, University of London etc. is required
PERSON SPECIFICATION
Behaviours:
Working together (essential):
Making it happen (essential):
Being Accountable (essential)
Assessment Stage:
Interview only
Creating shared purpose (essential)
Connecting with others (essential)
Shaping the future (essential)
Assessment Stage:
These behaviours will be needed to successfully carry out the role, but will not be assessed for recruitment purposes
SKILLS AND KNOWLEDGE
ESSENTIAL:
Customer Service Level 1:
Ability to use Microsoft Office Word and Excel.
Ability to read and write in English at C1/IELTS 7.0/CAE level.
DESIRABLE:
Knowledge of the education and qualification systems in the UK and Nigeria.
Assessment Stage:
Short listing
EXPERIENCE
ESSENTIAL:
Dealing with customers and enquiries in a service environment and providing service within quality standards.
Working quickly and accurately to tight deadlines.
DESIRABLE:
Experience in administering examinations.
Experience in managing/supervising a group of people to achieve a specific purpose.
Assessment Stage:
Short listing and Interview
QUALIFICATIONS
ESSENTIAL:
Completed secondary education to ‘A’ level standard or equivalent.
DESIRABLE:
University degree in any subject.
BTEC Examinations Administration Level
Assessment Stage:
Short listing
HUMAN RESOURCES BUSINESS PARTNER
Region: SSA
Duration of job: Indefinite Contract
Reports to: Head of HR
Pay Band: 6
PURPOSE OF JOB
To support the Head of HR in the delivery of HR services in line with corporate standards.
The post holder will undertake specific work within HR to support the effective management of the BC operation, focusing on our Abuja and Kano operations.
BRITISH COUNCIL OPERATING CONTEXT
Current:
Nigeria is one of the largest economies in Africa. It is also the most populous country with over 180 million citizens. The UK is its largest trading partner. Nigeria holds significant political power in the region and internationally and its society retains a positive attitude to the UK.
Therefore, there continue to be major opportunities for the UK and BC to build on our strong existing relationships with the Nigerian government, institutions and customers/audiences. However, there are complex and substantial risks to this work i.e. security and compliance.
Nigeria is the British Council’s largest operation in sub-Saharan Africa with offices in 4 cities – Port Harcourt in the south, Kano in the north, Abuja the Federal capital and Lagos the commercial centre. We also have a number of project offices across the country.
Our 200 staff work across a range of states delivering large scale contracts, partnership programmes, examinations, projects as well as services in Arts, Education & Society and English & Exams. We are already achieving substantial impact and income (current annual income is £27.2 million) and have plans to grow and develop our impact further.
Partners and clients include government, public and private institutions, foundations, private sector organisations and civil society. We work closely with the wider UK mission including DFID and UKTI.
Future:
42% of Nigeria’s population is under 14. The government has recognised that its Vision 2020 must address the aspirations of this young population as part of its drive to achieve peace and prosperity. This has led to unprecedented interest and investment in Education, the Arts and good governance. This alignment with the UK’s priorities creates a growth environment for the British Council.
To be successful in this, we need to build understanding with our UK stakeholders of Nigeria as an emerging economy with substantial commercial and development opportunities as well as the challenges they may be more familiar with. In this we will seek to integrate our approach with that of the wider UK mission.
We intend to expand and scale up our existing programmes, contracts and services in the Arts, Education & Society, English & Examinations and develop offers to fill important gaps such as in Skills. We also intend to ensure that we have a good balance of partnership, customer services and client funded work across all these sectors.
To do all this we need to create the right enabling environment. In addition to developing the professional and technical expertise of our staff, we need to support them to build their relationships within Nigeria, the region and the wider global network. This will ensure we develop as well as adopt and use best practice.
We also need rigorous and compliant frameworks to support our work in areas such as finance, tax & status, security, procurement, compliance and quality management. We have new premises in Kano and have a major premises project under development in Abuja. However, there is still more work to be done, especially in Lagos and Port Harcourt to ensure our premises and technology support our brand reputation for integrity, innovation and professionalism.
ACCOUNTABILITIES, RESPONSIBILITIES AND MAIN DUTIES
HR Operations:
To ensure that managers carry out recruitment and selection according to corporate and equal opportunity standards ensuring adherence to local employment laws. Ensuring utilization of the HRIS; e-recruitment in the selection of new staff.
To oversee the induction for all new staff and actively quality checking elements of the induction programme to ensure consistency in the process across all offices. Collecting feedback on induction programmes and acting on feedback provided to improve the process.
Manage all aspects of risk associated with the working staff including Health Insurance, Life Assurance and Employee compensation. To ensure that all staff is covered under the health and life insurance scheme. Manage day to day relationship with vendor teams; health maintenance organizations, insurance brokers etc. – providing feedback to vendor on performance, communicate issues back to Head of HR as needed.
To contribute to HR team objectives by attending and contributing to staff meetings.
Assist in managing communications for effective dissemination of information to employees on wages, Equality Diversity & Inclusion (EDI) issues, disciplinary procedures, grievances, benefits and other HR policies and practices.
Manages employee data with available HRIS (e-HR) system such as hires, promotions, transfers, performance reviews, terminations, and employee statistics for reporting. To prepare regular or special reports necessary for business decisions.
To support Head of HR on the delivery of corporate HR strategies and plans. To ensure HR plans, issues and failings and risk are actively managed and reported to Head of HR for reporting at FCCF and ERMF meetings.
To ensure adherence to Information Knowledge Management standards of the team.
Learning & Development:
To promote a culture of learning, knowledge sharing and teamwork by aiding collaboration and creating models for change management.
To assist in arranging regular training on recruitment & selection, performance management etc.
To take responsibility of own personal development by undertaking relevant developmental programmes; self-learning, job shadow, on the job training. Etc.
Employee Relations:
In consultation with Head of HR, to receive and respond to inbound employee relations enquiries.
To maintain an up to date record of employee relations issues
In consultation with Head of HR, to provide guidance, consultation and assistance to Line Managers and Staff on matters relating to employee disciplinary actions.
To respond to request for information on HR policy interpretation from internal and external clients.
To encourage at least 90% of staff to complete the staff survey.
Performance Management:
To assist Line Managers in ensuring that their team performance management system operates to corporate standards and guidelines.
Assisting Head of HR in coordinating annual moderations of performance reviews.
Equal Opportunity and Diversity:
Assisting Head of HR to ensure BC Nigeria’s strategy identifies and responds to EDI
To manage face to face training on specific EDI topics
Support head of HR in collating evidence for Diversity Assessment Framework ( DAF) submissions.
Financial Management:
To prepare operational budgets. Ensuring value for money in the procurement of services on behalf of the team.
In liaison with the Finance team, develop effective strategies for financial wellbeing of the team.
Key relationships: (include internal and external)
BC Employees, Staff Association, Senior Leader team Nigeria, SSA regional HR team, Local Labour Lawyers, Health Maintenance Organization, Insurance Brokers.
Other important features or requirements of the job: (e.g. travel, unsocial/evening hours, restrictions on employment etc):
The post holder is expected to visit all four centres of BC Nigeria regularly and may be expected to attend events in the evenings as required.
PERSON SPECIFICATION
Behaviours (Essential):
Making it happen (more demanding) Do I regularly review results and look for ways of raising levels of achievement for myself and others?
Connecting with others (more demanding) Do I integrate people of different backgrounds into teams to achieve business objective
Working together (more demanding) Do I work with clients to come up with solutions and gain support
Being accountable (demanding) Do I meet my commitments and take personal responsibility for the results? Required but not used for recruitment
Shaping the future (essential)
Creating a shared purpose (essential)
SKILLS AND KNOWLEDGE – ESSENTIAL:
Managing Projects Level 2
Communicating & Influencing L2
Planning & Organising L2
Analysing Data L2
EXPERIENCE
Essential:
About 3 years’ experience in HRM in a multinational organisation
Proven track record in:
HR Management, able to demonstrate understanding of best practice in HR processes and systems
DESIRABLE:
Managing change
Knowledge of Nigerian Labour law
QUALIFICATION
Degree level education – Essential
HR qualifications – Desirable
Deadline
31st January, 2017.
TO APPLY
Click on Job Title below:
EXAMINATIONS OFFICER – RIVERS
EXAMINATIONS OFFICER – ABUJA
CUSTOMER SERVICE/EXAMINATIONS ASSISTANT
HUMAN RESOURCES BUSINESS PARTNER
DUE DATE: 23 January, 2017
Job Vacancies at The British Council, Wednesday 18, January 2017
