AddressGlobal Marking Support Assistant
Date: 27 Mar 2024
Location: Noida, South Asia, IN
Company: British Council
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 2021–22 we reached 650 million people.
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 2021–22 we reached 650 million people.
Job Title: Global Marking Support Assistant
Purpose of job
Work closely with Global Marking Support Manager providing support to the Clerical Marking and Examiner Hubs in ensuring that the Hubs operate effectively and consistently. The post holder will ensure that all processes in the Clerical Marking and Examiner Hubs are carried out to a high standard in accordance with all appropriate internal policies and external regulations and can withstand scrutiny.
Main opportunities/challenges for this role
Accountabilities, responsibilities and main duties:
Service delivery
- Implements a range of standardised, operational procedures and systems to plan work or schedule based on management information to ensure milestones are met.
- Receives instructions and requests from Examiner Standard Managers, Global Marking Support Manager, Senior Examiners and Examiners, and plans and organises given resources accordingly (often at short notice) to ensure that work is carried out efficiently and effectively.
- Provides timely feedback on operational issues and events to more senior managers, enabling the adaptation of work plans where necessary and supporting continuous improvement in the efficiency/cost effectiveness/quality of service delivery/systems in the unit or department.
- Uses a range of standardised systems and processes to plan and coordinate effective, timely and cost-effective logistical support to enable the delivery of high-quality services to a range of Examiners
- Liaises and works in or with operational team, where or when the need arises to ensure the effective and smooth delivery of result.
Customer service
- Takes end-to-end accountability for researching and obtaining satisfactory and timely resolution of queries from Examiners, coordinating input from other colleagues in the Marking Function. Ensures the customer is kept informed throughout the process.
- Focuses on delivering excellent customer service throughout all tasks, projects, and processes.
Relationship & stakeholder management
- Develops good working relationships with appropriate colleagues throughout the BC to facilitate effective and efficient service delivery.
- As required, supports senior colleagues in the Global Marking Function in hosting/attending external events or meetings, ensuring these run efficiently and effectively and that a positive, professional image of the BC is projected.
Risk & compliance
- Adheres to regulatory and internal procedures and obligations.
- Ensures the accurate and timely production and delivery of materials for training and standardisation of Examiners and Clerical Markers.
Analysis & reporting
- Uses standard procedures and templates, updates and regularly reports on key management information to the Global Marking Support Manager
- Ensures that all data and databases are up-to-date and accurate to support senior managers in making timely and effective business decisions that respond to operational needs.
Commercial & resource management
- Operates and runs regular reports for approval of examiner timesheets, marking completion and other reports as deemed necessary by senior managers within the team, to enable effective budget and resource management for the team..
- Actively seeks to maximise value for money when booking meeting and training venue for Examiner meetings and training sessions.
Leadership & management
- Plans and prioritises own work activities, which span across the Global Marking Function, responding to changing and at times competing requirements to ensure effective delivery of responsibilities over a weekly/monthly time horizon.
- Likely to support the management of day to day performance of Examiners, dealing with sickness, disciplinary issues to ensure high quality service delivery is maintained at all times.
- Tasks and coordinates Examiners to complete activities in accordance with agreed marking deadlines.
Information Security
- Ensure that their workforce are aware of the information security policies and comply with them
- Ensures that the team complies to ISO 27001 and IGA related requirements
- Send account opening requests effectively
- Disable accounts immediately for leavers and Absconders /on long leaves
- Document and monitor / review access levels of his/her team
- Provide security awareness and education to team
- Manage Records to ensure compliance to Freedom of information act
- Ensure incidents of their respective functions are closed within SLAs
Key Relationships:
Internal
- Work very closely and collaboratively with Global Marking Support Manager, Head of Global Marking, Examiner Hub Manager, System/Process Owners, Head of Examiner Standards, Head of Marking Operations, Global EOR Manager, PSN Manager and Examiner Standards Managers and implementation team, Assistant Manager Operations.
External
Suppliers, Examiners and Test Centres
Qualifications
Role specific knowledge and experience
Minimum/essential
- Minimum 2 years of exp. in backend operations.
- Demonstrable experience in IELTS or any other exams delivery/administration
- Demonstrable experience in customer service-oriented role-comfortable speaking on the phone
- Demonstrable experience of working to tight, and immovable deadline
- Proven record of having excellent organisation skills
- Proven record of keeping clear and concise notes of any communications made with Examiners.
Further Information
Pay Band – 4
Contract Type – FTC
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 is committed 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 Council’s 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.
