Customers/ Relationship and stakeholders

• Supporting continuous improvement in the efficiency/cost effectiveness/quality of service delivery/systems in the unit or department
• Proactively work with Operations Manager to deliver satisfactory and timely resolution of customer (internal or external) complaints, coordinating input from other team members as required. Ensures the customer is kept informed throughout the process.
• Acts as help desk to venue staff and customers / candidates
• Develops good working relationships and engagement with Venue Staff and appropriate colleagues throughout the BC to facilitate effective and efficient service delivery.
• Act as point of contact and manage escalated issues in country from Venue Supervisors and Venues, supported by Operations Manager / Cluster team when required.

• Uses standard procedures and templates, regularly records, analyses and reports on operational activity such as venue staff performance to support senior managers in making timely and effective business decisions that respond to operational needs.
• Supports wash-up meetings to review Test Day performance delivery, continual improvement and corrective actions

• Manage financial transactions through SAP and carry out related duties as per role on SAP (e.g. raise purchase requisitions/sales orders) in compliance with essential Finance and procurement policies
• Assist with income reconciliation, income collection, vendor payments etc as needed

About You (essential Requirements For The Role)

• Higher education Bachelors degree or equivalent experience
• Experience working in Exams administration, or exams knowledge or schools administration
• Experience with logistics and organization and operations
• Excellent communications and stakeholder relationships skills – experience resolving issues and providing guidance for others
• Managing small projects.
• Excellent computer/IT skills.

Desirable Requirements

• Experience of risk and compliance environment
• Experience in Customer Services environment
• Knowledge of QCA

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