Fresh Graduate Recruitment at British Council Nigeria – Port Harcourt and Abuja

(including people management and finance)

• Quality: to deliver a high standard of customer service to our customers, schools and exams candidates. Performance is measured by our own Exams Quality Standards and the inspection visits from Cambridge International Exams and other examination boards.
• Finance: all British Council standards for managing finances are met with relation to managing Purchase Orders, reconciling income, managing contracts and procurement.
• Reliability: to ensure examinations are delivered securely according to board requirements

Main Duties
Customer services:

• To provide services that support British Council examination candidates.
• Front desk is always manned during operational hours
• Visitors are attended to immediately and appropriately
• Phone enquiries answered within 45 seconds of first ring
• Email enquiries are attended to promptly and escalated from regional email centre as per agreed service level agreement
• Payments are collected, receipts issued and accurately posted on the system
• Daily / weekly balanced reconciliations are completed and “parked” on the financial system and spreadsheet.
• Complaints, comments and feedback are dealt with in accordance with corporate policy and the Exams Quality Standards.
• Provide support/assistance to the Exams Team on all aspects of Customer Service and Exams administration
• Use the E-Africa website as the single authoritative source of information for all enquiry handling
• To provide administrative support in the delivery of exams, workshops, seminars and any other project related services in line with Exams Quality Standards (EQS)
• All service registration procedures (e.g. Exams, Certification and other programme registration) are fully understood and implemented to agreed standards.
• Information about the full range of British Council products and services is clearly and confidently articulated to customers, encouraging customer engagement and cross-selling
• To regularly attend staff meetings to both gain and impart knowledge about our customers, products and services
• Regular communication and working is maintained with back-of-house teams

Examinations Administration:

• Providing administrative support in the delivery of examinations. This involves supporting colleagues in pre and post-test/examination administration duties. This includes exams data entry, post-despatch, assisting with session planning/implementation and examination invigilation.
• Supporting Exams Officers in venue staff monitoring and training.
• Conducting venue and school inspections.
• Supporting the wider British Council activities such as workshops, seminars and any other project related services in line with Exams Quality Standards (EQS)

Information Knowledge Management:

• Manage information created and received in compliance with the Council’s information management standards, policies, the UK Data Protection Principles and local legislation.

Other Duties:

• To assist with market testing of venues and other suppliers.
• Assisting with data collection for marketing purposes.
• To regularly attend staff meetings to both gain and impart knowledge about our customers, products and services
• To assist with any other duty examinations management deem necessary.

Key Relationships

• Internal: Customer Services team, Abuja Exams Team, Country Exams Manager, Assistant Country Exams Manager
• External: Venue Staff, IELTS Examiners, Enquirers, Examinations candidates, Venue suppliers.

Other Important Features or Requirements of the Job

• IELTS tests are usually held on Saturdays and Sundays and some early evenings. Professional and vocational examinations are also occasionally held on Saturdays. Roastered working on Sundays and some evenings is required.
• Travel to administer/monitor IELTS tests in centres outside of Abuja may be required.
• Test deadlines are absolute; therefore, out of office hours working may be required to meet these deadlines.
• Overnight stays and weekend working may be required. Flexible working hours during peak periods (May/June & November/December) for CIE, ACCA, University of London etc. is required

Person Specification

• Working together (essential):
• Making it happen (essential):
• Being Accountable (essential)

Assessment Stage:
Interview only

• Creating shared purpose (essential)
• Connecting with others (essential)
• Shaping the future (essential)

Assessment Stage:
These behaviours will be needed to successfully carry out the role, but will not be assessed for recruitment purposes

Skills and Knowledge

Essential:
Customer Service Level 1:

• Ability to use Microsoft Office Word and Excel.
• Ability to read and write in English at C1/IELTS 7.0/CAE level.

Desirable:

• Knowledge of the education and qualification systems in the UK and Nigeria.

Assessment Stage:
Short listing

Experience
Essential:

• Dealing with customers and enquiries in a service environment and providing service within quality standards.
• Working quickly and accurately to tight deadlines.

Desirable:

• Experience in administering examinations.
• Experience in managing/supervising a group of people to achieve a specific purpose.

Assessment Stage:
Short listing and Interview

Qualifications
Essential:

• Completed secondary education to ‘A’ level standard or equivalent.

Desirable:

• University degree in any subject.
• BTEC Examinations Administration Level

Assessment Stage:
Short listing

How to Apply

Click here to apply online

Click here to download job details (MS Word)

Click here to download BC Behaviour (pdf)

Job Title: Examinations Officer

Location: Abuja
Pay Band: Country Appointed PB4
Report: Operation Manager
Department: Exams Nigeria
Duration of job: Indefinite

Purpose of Job

• To support Examination Services in Nigeria in delivering exams and tests and to maintain them at the highest professional standards as set out in the British Council’s EQCA (Examination Quality & Comliance Standards), examinations boards and partner standards.

Accountabilities, Responsibilities and Main Duties (including people management and finance)

• As Exams Officer, the post holder will be line managed by an Operations Manager or IELTS Administrator in Abuja.
• This role will support delivery of all examinations administered from the Abuja office.
• This role will ensure that assigned tests are delivered in a timely manner
• All administrative procedures are in full compliance with examination boards, partners and EQCA standards.
• Reliability: to ensure examinations are delivered securely according to board requirements
• Quality and Compliance: to deliver a high standard of customer service to our schools and their candidates. As measured by our own Exams Quality Standards, Customer Service Standards, and inspection visits from Cambridge International Exams, IELTS and other examination boards as required.
• Finance: all British Council standards for managing finances are met with relation to income reconciliations, cash handling, managing purchase orders, managing contracts and procurement.

Main Duties
Administration of examinations (pre-test):

• Overseeing the taking delivery of examinations materials and checking them prior to exams commencing, packing and returning scripts, maintaining logs appropriately.
• Answering enquiries about exams.
• Exam registration procedures including receiving and collating registration forms, entering and retrieving data on exam board registration portals, payments and exams correspondence including dispatch of results.
• Assist with recruitment and management of venue staff (invigilators, examiners and inspectors).
• Assist with evaluation of new associate schools, agents and other educational institutions.
• Assist with searching for and evaluation new venues.

Exam Delivery:

• Delivering  Examinations on test days which includes:
  • Supervision of venue staff
  • Ensuring adherence examination day procedures
  • Delivering speaking tests
  • Overseeing practical examinations

Post-Examination Administration:

• Secure and accurate despatch of test answers and materials to the examination board. Maintaining accurate logs of examination paper movements.
• Effective delegation of duties when absent on leave or through illness etc.

Venue Staff:

• Venue staff creation, scheduling and payment.
• Assist with monitoring and training of invigilators.
• To be part of the recruitment, training and monitoring team for venue staff.
• To act as liaison between examiners and the relevant operations managers and trainers.

Client Support:

• To assist in planning agent briefing events, and to support agents in the registration and preparing candidates for exams.
• To assist schools with becoming associate centres, as necessary.
• To assist Exam/Grant Funded Services (GFS) project managers in delivery of Education/Skills-specific events, including assisting with managing relationships with stakeholders.
• To assist with managing administration of exams with professional bodies partners, as necessary.

Marketing & Customer Service:

• To assist in providing data for marketing action plan and business planning. 
• Seeking and using customer feedback to improve service delivery.
• To assist the Regional Sales Manager in appropriate marketing of examinations in Nigeria.
• To follow a programme of visits to schools/educational institutions/training providers to build relationships with existing and potential clients to expand the business.
• To assist in customer service, delivery of other examinations and other duties as required in this small office, especially in times of staff absences.

Finance:

• To assist with preparation and submission of income reconciliations to agreed timescales.
• To record income correctly on the FABS (Finance and Business Support) system and in a timely manner.
• To comply with Contract and Procurement standards.

Continuing Professional Development:

• To ensure that elective and mandatory training is completed. To contribute to centre and national meetings and working groups.

Key Relationships

• Internal: Country Exams Manager, Deputy Country Exams Manager,  Examination Officers elsewhere in Nigeria and globally, Customer Service Staff Nigeria, Finance Manager Nigeria, Regional Exams Team, IELTS team, Professional Exams Team, Schools Team
• External: Vocational and higher education training providers in Nigeria and the UK. IELTS Regional Team.  School Principals, Educational Agents, AISEN, APEN, ELTAN and other professional teaching associations; venue staff, enquirers, candidates

Other Important Features or Requirements of the Job

• Travel to administer/monitor examinations in centres outside of Lagos may be required.
• Early morning starts, overnight stays and weekend working is required.
• Flexible working hours during peak periods is required. 
• Examination delivery deadlines are absolute; therefore, out of hours working may be required in order to meet these deadlines.

Person Specification

Behaviours

• Working together (essential): Establishing a genuinely common goal with others.
• Making it happen (essential):
• Being Accountable (more demanding)

Assessment Stage:
Interview:

• Creating Shared Purpose (essential)
• Shaping the future (essential):
• Look for ways in which we can do things better.
• Connecting with others (essential): Making regular opportunities to understand others better.

Assessment Stage:
These behaviours will be needed to successfully carry out the role, but will not be assessed for recruitment purposes

Skills and Knowledge
Essential:

• Developing Business Level 1 – Applies a range of standard analytical techniques to support business development – e.g. pricing tools, revenue tracking, monitoring sales prospects, audience figures or profit margin. (Analytical skills)
• Using Technology Level 1 – Able, with adjustments if necessary, to use office software and British Council systems to do the job and manage documents or processes.
• English Language proficiency to IELTS band 8.0, CEF C2 in all areas (or equivalent).
• Strong Attention to Detail.
• Customer Service Focus.
• Strong Organisation Skills.
• Teamwork.
• Ability to deal with conflict.

Desirable:

• Knowledge of the education and qualification systems in the UK and Nigeria

Assessment Stage:
Short listing & Interview

Experience
Essential:

• Providing and monitoring service within quality standards.
• Working quickly and accurately to tight deadlines.
• Experience of handling and reporting on payments from customers.
• Training and managing a team to deliver to quality standards.
• Arranging meetings with stakeholders.

Desirable:

• Experience of delivering examinations in a timely and secure manner.

Assessment Stage:
Short listing & Interview

QualificationEssential:

• A first Degree or equivalent (including via work experience).

Desirable:

• A qualification in examinations management.

Assessment Stage:
Short listing

Remuneration
NGN 3,566,599.00 Gross.

How to Apply

Click here to apply online

Click here to download job details (MS Word)

Click here to download BC Behaviour (pdf)

Job Title: Examinations Officer

Location: Port Harcourt
Pay Band: Country Appointed PB4
Report: Operation Manager
Department: Exams, Nigeria
Duration of job: Indefinite

Purpose of Job

• To support Examination Services in Nigeria in delivering exams and tests and to maintain them at the highest professional standards as set out in the British Council’s EQCA (Examination Quality & Compliance Standards), examinations boards and partner standards.

Accountabilities, Responsibilities and Main Duties (including people management and finance)

• As Exams Officer, the post holder will be line managed by an Operations Manager or IELTS Administrator in Port-Harcourt.
• This role will support delivery of all examinations administered from the Port-Harcourt office.
• This role will ensure that assigned tests are delivered in a timely manner
• All administrative procedures are in full compliance with examination boards, partners and EQCA standards.
• Reliability: to ensure examinations are delivered securely according to board requirements
• Quality and Compliance: to deliver a high standard of customer service to our schools and their candidates. As measured by our own Exams Quality Standards, Customer Service Standards, and inspection visits from Cambridge International Exams, IELTS and other examination boards as required.
• Finance: all British Council standards for managing finances are met with relation to income reconciliations, cash handling, managing purchase orders, managing contracts and procurement.

Main Duties
Administration of examinations (pre-test):

• Overseeing the taking delivery of examinations materials and checking them prior to exams commencing, packing and returning scripts, maintaining logs appropriately.
• Answering enquiries about exams.
• Exam registration procedures including receiving and collating registration forms, entering and retrieving data on exam board registration portals, payments and exams correspondence including dispatch of results.
• Assist with recruitment and management of venue staff (invigilators, examiners and inspectors).
• Assist with evaluation of new associate schools, agents and other educational institutions.
• Assist with searching for and evaluation new venues.

Exam Delivery:

• Delivering  Examinations on test days which includes:
  • Supervision of venue staff
  • Ensuring adherence examination day procedures
  • Delivering speaking tests
  • Overseeing practical examinations

Post-Examination Administration:

• Secure and accurate dispatch of test answers and materials to the examination board. Maintaining accurate logs of examination paper movements.
• Effective delegation of duties when absent on leave or through illness etc.

Venue Staff:

• Venue staff creation, scheduling and payment.
• Assist with monitoring and training of invigilators.
• To be part of the recruitment, training and monitoring team for venue staff.
• To act as liaison between examiners and the relevant operations managers and trainers.

Client Support:

• To assist in planning agent briefing events, and to support agents in the registration and preparing candidates for exams.
• To assist schools with becoming associate centres, as necessary.
• To assist Exam/Grant Funded Services (GFS) project managers in delivery of Education/Skills-specific events, including assisting with managing relationships with stakeholders.
• To assist with managing administration of exams with professional bodies partners, as necessary.

Marketing & Customer Service:

• To assist in providing data for marketing action plan and business planning. 
• Seeking and using customer feedback to improve service delivery.
• To assist the Regional Sales Manager in appropriate marketing of examinations in Nigeria.
• To follow a programme of visits to schools/educational institutions/training providers to build relationships with existing and potential clients to expand the business.
• To assist in customer service, delivery of other examinations and other duties as required in this small office, especially in times of staff absences.

Finance:

• To assist with preparation and submission of income reconciliations to agreed timescales.
• To record income correctly on the FABS (Finance and Business Support) system and in a timely manner.
• To comply with Contract and Procurement standards.

Continuing Professional Development:

• To ensure that elective and mandatory training is completed. To contribute to centre and national meetings and working groups.

Key Relationships

• Internal: Country Exams Manager, Deputy Country Exams Manager,  Examination Officers elsewhere in Nigeria and globally, Customer Service Staff Nigeria, Finance Manager Nigeria, Regional Exams Team, IELTS team, Professional Exams Team, Schools Team
• External: Vocational and higher education training providers in Nigeria and the UK. IELTS Regional Team.  School Principals, Educational Agents, AISEN, APEN, ELTAN and other professional teaching associations; venue staff, enquirers, candidates

Other Important Features or Requirements of the Job

• Travel to administer/monitor examinations in centres outside of Lagos may be required.
• Early morning starts, overnight stays and weekend working is required.
• Flexible working hours during peak periods is required. 
• Examination delivery deadlines are absolute; therefore, out of hours working may be required in order to meet these deadlines.

Person Specification

Behaviours

• Working together (essential): Establishing a genuinely common goal with others.
• Making it happen (essential):
• Being Accountable (more demanding)

Assessment Stage:
Interview:

• Creating Shared Purpose (essential)
• Shaping the future (essential):
• Look for ways in which we can do things better.
• Connecting with others (essential): Making regular opportunities to understand others better.

Assessment Stage:
These behaviours will be needed to successfully carry out the role, but will not be assessed for recruitment purposes.

Skills and Knowledge
Essential:

• Developing Business Level 1 – Applies a range of standard analytical techniques to support business development – e.g. pricing tools, revenue tracking, monitoring sales prospects, audience figures or profit margin. (Analytical skills)
• Using Technology Level 1 – Able, with adjustments if necessary, to use office software and British Council systems to do the job and manage documents or processes.
• English Language proficiency to IELTS band 8.0, CEF C2 in all areas (or equivalent).
• Strong Attention to Detail.
• Customer Service Focus.
• Strong Organisation Skills.
• Teamwork.
• Ability to deal with conflict.

Desirable:

• Knowledge of the education and qualification systems in the UK and Nigeria

Assessment Stage:
Short listing & Interview

Experience
Essential:

• Providing and monitoring service within quality standards.
• Working quickly and accurately to tight deadlines.
• Experience of handling and reporting on payments from customers.
• Training and managing a team to deliver to quality standards.
• Arranging meetings with stakeholders.

Desirable:

• Experience of delivering examinations in a timely and secure manner.

Assessment Stage:
Short listing & Interview

QualificationEssential:

• A first Degree or equivalent (including via work experience).

Desirable:

• A qualification in examinations management.

Assessment Stage:
Short listing

Remuneration
NGN 3,566,599.00 Gross.

How to Apply

Click here to apply online

Click here to download job details (MS Word)

Click here to download BC Behaviour (pdf)

Deadline: 23rd January, 2017.