Teaching Operations Assistant - Hourly Paid

Role Title

Teaching Operations Assistant- Hourly paid

Role Information

Role Type

Pay Band

Location

Duration

Reports to:

Administration

J

Qatar

One-year Hourly paid

Teaching operations coordinator

Role purpose

To deliver high quality and efficient customer services to internal and external teaching center customers, meeting customers’ needs and enabling the British Council to achieve its objectives. To support the Teaching Centre in the delivery of quality courses (especially Young Learners),

by assisting teachers to monitor young learners.

About us

The British Council is the UK’s international organization for cultural relations and educational opportunities. We create friendly knowledge and understanding between the people of the UK and other countries. We do this by making a positive contribution to the UK and the countries we work with – changing lives by creating opportunities, building connections, and engendering trust.

We work with over 100 countries across the world in the fields of arts and culture, English language, education, and civil society. Each year we reach over 20 million people face-to-face. and more than 500 million people online, via broadcasts and publications. Founded in 1934, we are a UK charity governed by Royal Charter and a UK public body.

Geopolitical/SBU/Function overview:

The British Council has been operating in Qatar since 1972, and currently employs 47 full time staff from a very diverse background.

The Doha Teaching Centre provides English Language courses for Adults and Young Learners, including Professional English Language courses & Exams preparation courses. The Teaching Centre consists of 1 Senior Teacher, 2 teaching coordinators, 3 Operations team members and around 10 teachers. We also enjoy the support of a large Customer Service team.

There are five full Academic terms between September and June, and 2 months during the summer. During a regular term, the center will have around 350 YL students enrolled.

Main opportunities/challenges for this role:

• To support and assist the Teaching Centre’s operations and customer service, in the day-to- day delivery of quality courses for Adults and Young learners.
• To deal with sometimes difficult YL behavior, and to communicate professionally, appropriately and effectively with YL parents.
• To deal with customers, students and colleagues from a wealth of diverse backgrounds.

Main Accountabilities:

Young Learner Support:

• Acting as a Young Learner Teaching Assistant to support teachers delivering classes to children. This will include monitoring and encouraging good learner behavior in and outside of the classroom, ensuring Safeguarding and Health and Safety standards are met, supporting teachers in and out of the classroom as needed with Early Years, Early Primary, Primary, Early Secondary and Secondary students, acting as a translator for lower levels, etc.
• Assisting teachers in young learner lessons, for example supervising young learners who need to leave the classroom (e.g., to go to the toilet or if they are feeling unwell), as directed by the teacher, assisting in maintaining good classroom and behavior management and supporting young learners in participating in learning activities.
• Liaising with YL coordinator, teaching center operations team/Customer Services Manager in relation to absent young learners and, if necessary, adult students.

Customer Services:

• Meeting and greeting, and otherwise coordinating students on the first day of courses each term.
• Coordinating the customer flow during registration periods by assisting and ushering students through the customer journey for Adults and Young learners.
• Assisting in answering first level enquiries, face-to-face or on the phones, relating to British Council activities in country to the satisfaction of customers and according to Customer Service Standards.
• Dealing with second level (specific) enquiries or referring them to the appropriate person within the office who can deal with them.
• Responding appropriately to email / letter enquiries.

Administration:

• Working with Operations team and Customer Services to ensure waiting lists are fully monitored and updated according to the agreed standards.
• Working with the Teaching Centre and Operations team and Customer Services to contact and inform customers about new classes and courses and about any changes to class schedules.
• Ensuring that BC tests, registration forms, class fill, class lists, registers, timetables, and any other documents are handled to agreed information management standards.
• Participating in the delivery of the Teaching Centre’s agreed marketing and promotion strategy by assisting in the distribution, collection and collation of surveys, feedback forms, etc.
• Prepare and print YL and AD reports.
• Support and address issues with parents and students regarding LMS and share the LMS guidance video with parents. Help the parents to log in to LMS and guide them in steps.

Safeguarding:

• Abiding by the British Council Safeguarding policy standards
• Actively monitoring young learners/Adults for signs of distress and promptly acting on concerns of abuse in line with dedicated British Council processes

Other important features or requirements of the job:

Key Relationships:

Internal

• Teaching Operations Coordinators, Teachers, Academic Management Team, Customer Services Team

External

Young Learner students, Parents of Young Learners, Adult students.