Operation and Account Relations Officer

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.

We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 202122 we reached 650 million people.

Operations and Account Relations Officer

Role Purpose

The role is responsible for managing and maintaining strong relationships with key stakeholders, including government entities, partner organizations, and clients.They play a crucial role in ensuring smooth and efficient operations within the British Council, overseeing various administrative tasks and coordinating with different departments.They work closely with account managers and project teams to ensure that the needs and expectations of clients and partners are met effectively.

Main Accountabilities

Service Delivery/Test Administration

• Deliver a range of pre, during and post-test administrative service as per the Examining Boards and British Council standards and regulations. This includes, but not limited to registration systems, venue staff systems, financial systems, logistical preparation, managing and updating communication channels, confidential material management and certification.
• Carry out full examination venue management duties and responsibilities in line with the Examining Boards and British Council standards and regulations.

Relationship/Account Management

• Operate as the point of contact for assigned schools/clients
• Assist with the implementation of value-added services and supporting activities and events to reinforce close and trustworthy relationships with assigned schools/clients
• Recognise and understand the impact of incidents arising (e.g. complaints, resourcing problems, logistical or technical difficulties) and proactively alert the team leader to any issues of concern that are likely to impact service/project/task delivery or customer experience
• Develop smart system for collecting feedback that should include SMART action plan for the whole year i.e. survey monkey, scorecards, focus groups
• Maintain professional relationships with schools/clients to enable and facilitate effective and efficient service delivery
• Maintain strong relationships with British Council owned and managed venues and provide feedback for improvement as per audit standards

Reporting

• Maintain accurate records related to the work area and provide routine and non-standard documentation, reports or financial analysis as requested
• Perform straightforward analysis and interpretation of data, tasks or information and present findings/results accurately and appropriately to support effective maintenance of management information systems
• Provide the Exams Finance Officer with data as needed to support him/her in preparing accurate and complete financial reporting

Risk and Compliance

• Use standardised processes to monitor team/unit compliance with agreed corporate risk management procedures relevant to service delivery (e.g. child protection, security policies, financial protocols, anti-fraud measures) to protect the interests of the British Council and its customers
• Supervise venue staff which includes performance management and attendance at the exam venue, resolving related problems and issues, supporting their training and payments processing
• Ensure test administration is carried out in compliance with relevant examining board regulations, guidelines, and standards as well as with British Councils QCA policy and standards

Customer/Stakeholders Service Management

• Ensure efficient customer journey and positive customer experience to stakeholders as per British Council service management standards. This includes not limited to: registration and exams delivery cycle, enquiry-handling, information provision and communication
• Take end-to-end accountability for researching and obtaining satisfactory and timely resolution of complex/escalated stakeholders (internal or external) operational complaints and issues, coordinating input from other colleagues/departments/managers as required
• Provide direction, information, and advisement to stakeholders regarding testing policies, procedures, and outcomes

About You (essential requirements and skills for the role):

• University Degree or equivalent professional experience
• Minimum of 2years work experience in operation management field
• Fluency in English and Arabic (written and speaking)
• Relationship Management: Ability to build and maintain strong relationships with partner organizations, government entities, and clients.
• Communication Skills: Excellent verbal and written communication skills to effectively engage with stakeholders, convey information clearly, and negotiate contracts.
• Operational Efficiency: Strong organizational and problem-solving skills to streamline processes, optimize resources, and enhance operational efficiency within the British Council.
• Stakeholder Engagement: Proven ability to engage and collaborate with internal teams, such as finance, human resources, and marketing, to align goals and deliver seamless services.
• Risk Management: Ability to identify risks and develop strategies to mitigate them, ensuring smooth operations and account relations.
• Adaptability: Flexibility to work in a dynamic environment, adapt to changing priorities, and handle multiple tasks simultaneously.

Desirable requirements for the role

• General knowledge of British Education and Examinations systems
• Fluency in Arabic (written and speaking)

Further Information

• Number of positions: 2
• Pay Band: BRC-4-H
• Department: English and Exams
• Location: Amman, Jordan
• Remuneration: JOD 645 Basic Monthly Salary
• Language Requirements -English at Proficiency Level B2. and Arabic at Proficiency Level
• Contract type: One Year renewableFixed Term Contract – Local
• Closing date: 14December 2023(23:59 West African Time)

A connected and trusted UK in a more connected and trusted world.

Equality , Diversity, and Inclusion(EDI) Statement

The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

The British Council iscommitted to safeguarding children, young people and adults who we work with.

We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.

Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Councils Safeguarding policies for Adults and Children.

If you have any problems with your application please email askhr@britishcouncil.org

Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ASK HR email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.