Exams Operations Officer

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Role Purpose:

The Exams Operations Officer is responsible for ensuring the efficient delivery of exams at a small or remote location, handling confidential materials in compliance with standards. The role involves managing test delivery, overseeing Venue Supervisor engagement and performance, and coordinating risk or issue resolution, including customer communication. 

Main Accountabilities:

In this role, you will be responsible for planning and delivering preparation tasks for Test Days, ensuring resources are efficiently allocated even at short notice. You will closely monitor performance through dashboards, deploy engagement plans for venue staff, and ensure the smooth running of all operations. You will also support the handling of confidential materials and ensure security standards are maintained throughout the process, including sorting and packing exam materials for designated test venues.

Your responsibilities will include managing the test day delivery, either independently or alongside the Test Day Supervisor, ensuring that all arrangements meet the agreed standards. You will also act as a point of contact for venue staff, helping to resolve any issues promptly and ensuring the wellbeing of candidates during the test day. Additionally, you will respond to customer inquiries and manage escalated issues with a focus on providing excellent customer service.

You will be required to develop strong working relationships with venue staff and internal colleagues, as well as manage risk and compliance during Test Days. This includes following corporate risk management procedures, ensuring adherence to CMR standards, and supporting audits and performance reviews.

This position also involves analysis and reporting on operational activities, leading discussions on performance delivery and continually improving processes. You will oversee the management of small-scale resources and ensure materials are available when needed.

As part of your role, you will plan and prioritize your activities effectively, balancing competing demands to deliver on time and within budget. You will also coordinate the work of internal colleagues and external contractors to ensure seamless service delivery.

The successful candidate will have excellent organizational and communication skills, with a proactive approach to problem-solving. This role may involve some weekend work and requires flexibility in managing various tasks across different workstreams.

If you are a motivated and adaptable individual with a strong eye for detail and a passion for providing high-quality service, we encourage you to apply for this exciting opportunity.

Qualification & Experience:

• Bachelor’s Degree
• Experience working in a busy operational environment delivering high levels of customer service.

Important Information:

Pay Band: 4/H

No. of positions: 1

Country/Location: Hanoi, Vietnam

Department: Exams

Contract Type: Indefinite Contract

Closing Date: Thursday 5th June 2025

Right to Work: Applications are welcomed from candidates in Hanoi, Vietnam with a natural right to work. However, please note candidates must have a natural right to work in the country, on a permanent basis, as immigration clearance and/or on-going visa support is not provided by the British Council for this role. Relocation support is also not provided.

We are committed to policies and practices of equality, diversity and inclusion across everything we do. We will support all employees to make sure their behaviour is consistent with this commitment.  We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.