Examinations Services Officer (Customer Service)(CHI-534)

ABOUT THE DEPARTMENT/TEAM

China is one of British Council’s largest exams operations, delivering extensive international exams to individuals, institutions, schools and corporate clients in mainland China. By providing access to highly valued UK qualifications, with the reassurance of integrity, we build on the UK’s reputation for world-class educational standards. Core tests we administer include IELTS, Aptis, and a wide range of academic and professional qualifications (Distribution Exams stream). The Distribution Exams stream in China encompasses school exams, professional exams, and university exams and is a critical part of our exams business.

WHAT YOU WILL BE DOING AND WHY

You will support and monitor NEEA IELTS national customer service team to provide professional and effective service to IELTS candidates in mainland China. You will support IELTS Customer Service Manager in planning, managing and enhancing the customer service and quality assurance mechanism to ensure the highest service standards which meet and exceed global IELTS Administration Manual, audit requirements, and China-specific IELTS administration procedures.

WHAT IS INTERESTING ABOUT IT

You will be able to work in an international enviroment with plenty of development opportunities. You are able to participate IELTS test day delivery work and get a full understanding of test day management.

You can take pride in the fact that you will be part of a team that enables the British Council to meet its objectives and gives all our customers an exceptional experience. You will also be able to join regular professional development, training and skills programmes to develop your experience and skills.

WHAT WE ARE LOOKING FOR

To qualify for this role, you will need:

1. English B2 (Aptis, IELTS 6 or equivalent) & Chinese C1 (HSK 5 or equivalent);

2. Bachelor’s Degree;

3. Computer skills: level 1 (can effectively use Windows platform applications: Outlook, Word, Excel, PowerPoint);

4. Demonstrative experience dealing with administration/customer service;

5. Knowledge & Experience in English language assessment, test administration or education industry is highly preferred;

6. Customer service qualification & Knowledge & Experience in English language assessment, test administration or education industry is highly preferred;

7. Experience in people management & test administration/ file management is highly preferred.

BENEFITS OF WORKING AT THE BRITISH COUNCIL

• Smart working (most of us hot-desk!)

• 37.5 contracted working hours per week (we believe in an output-based delivery!)

• Flexible working opportunities (working from home / flexible hours)

• Enjoy more than 20 days of Annual leave (depending on role grade)

• Year-end bonus and annual bonus scheme

• Professional development opportunities – we offer a broad range of professional courses to large corporations and that is available for our staff members too!

Our work makes a lasting difference by building more inclusive societies and supporting people’s prospects.

Together, we can do more.


NEXT STEPS

For more information please see Role profile and British Council Generic Behaviours

ABOUT THE BRITISH COUNCIL

The British Council is the UK’s international organisation 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. Last year we reached over 75 million people directly and 758 million people overall including online, broadcasts and publications. Founded in 1934, we are a UK charity governed by Royal Charter and a UK public body.

KINDLY TAKE NOTE

While various measures have been put in place by the government to help curb pollution in China, there are still potential health issues associated with the poorer air quality. The British Council does its utmost to provide a working environment that minimises employees’ exposure to pollutants, however, anyone wishing to work in the cities of Shanghai, Beijing, Guangzhou or Chongqing should be aware of the situation.