CMR and Logistics Coordinator

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 2021–22 we reached 650 million people.

British Council is looking to recruit for “CMR & Logistics Exams Coordinator”, specifications for this role are:

Pay band: H (4)

Location: Tashkent, Uzbekistan

Department: Exams

Contract type: Fixed term 2 years contract

The monthly Net salary for this post is USD 875 paid in local currency

Role Purpose

The purpose of this role is to coordinate effective and efficient delivery of Aptis and ACCA on demand exams within a location as well as post-exams processing. This role will be the point of contact for Venues/Venue Supervisors on the day and will support the management of Venue Staff engagement, relationship and performance. The role will co-ordinate and escalate where required, risks or issue resolution, including co-ordination of customer communication directly or through customer services. This role will manage communications with partner organisations. This includes weekly/monthly meetings, checking venue preparations, submitting results after the sessions, etc. This role includes managing Logistics and quality of all materials to run Test Day including stationery, uniforms, banners, IT equipment. The role is also responsible for ensuring timely submitting of exam papers to meet requirements for marking as well as for processing enquiries on results.

Main Accountabilities

Product Service Delivery

• Coordinates the related planning and delivery functions in preparation for Test Day in line with BC processes
• Supports the selection of suitable venues by viewing venues identified by Operations Planning function
• Oversees the handling of confidential materials and the management of the CMR to ensure British Council standards are met
• Leads on the reconciliation of stock both received and retained post Test Day Escalates any discrepancies.
• Plans for the Test Day by ensuring sufficient resources and their distribution to venues as per requirements (e.g. process guides, stationery, branding/signage/ technical equipment – speaking test/hand scanners and CICO devices)
• Ensures the proper procedures and documentation is adhered to when handing over exam materials to courier or Venue Staff (VS).
• Arranges transport and ensures safe delivery of confidential materials and resources required on test day to the exam venue
• Ensures proper script tracking, packing and return OR scanning, storing and shredding.
• Ensures all exam results are input into the Examining Board platforms as per Board requirements.
• Ensures all exam scripts are scanned and /or delivered to Examining Boards.
• Ensures results, TRFs and certificates are produced and issued.
• Ensures Enquiries into Results are processed with Examining Board. ▪ Conducts checks on processes, customer journey and test delivery quality, including Venue Audits and Venue staff Monitoring
• Provides timely escalation of issues, enabling the adaptation of work plans where necessary.
• Supports continuous improvement in efficiency/cost effectiveness/quality of service delivery/systems in the team.

Customer service

• Takes end-to-end accountability for researching and obtaining satisfactory and timely resolution of customer (internal or external) operational complaints and issues, coordinating input from other colleagues/departments/managers as required, to do so. Ensures the customer is kept informed throughout the process.
• Ensures complex customer operational complaints are escalated to the Exams Country Operations Manager.
• Recognises and understands the impact of incidents arising (e.g. complaints, resourcing problems, logistical or technical difficulties) and proactively alerts the team leader to any issues of concern that are likely to impact service/project/task delivery or customer experience.

Relationship & stakeholder management  

• Receives instructions and requests from cluster operations teams and Operations Manager and plans to ensure that work is carried out efficiently and effectively.
• Develops good working relationships with appropriate colleagues to facilitate effective and efficient service delivery.

Risk & compliance

• Ensures adherence to CMR standards and management
• Carries out frequent random checks on Test Day to proactively prevent issues from arising.
• Provides support and reporting for audits and performance reviews.
• Follows agreed corporate risk management processes and procedures when delivering services (e.g. child protection, security policies, financial protocols, anti-fraud measures) to protect the interests of the BC and its customers at all times.
• Creates awareness within the country team on the importance of maintaining the standards around CMR and distribution of exam related materials, provides feedback if behavioural gaps are observed.
• Uses standardised processes 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 BC and its customers at all times.

Analysis & reporting

• Using standard procedures and templates, regularly records, analyses and reports on operational activity levels and performance data, to support senior managers in making timely and effective business decisions that respond to operational needs.

Commercial & resource management

• Where relevant manages courier SLA/performance standards. Builds relationship with courier service provider in country to ensure quality of services.
• Uses standardised systems and processes to plan and coordinate effective, timely and cost-effective logistical support to enable the delivery of high-quality services.
• Operates and runs regular reports on range of standard, corporate financial processes and procedures to enable effective budget and resource management – e.g. purchase order system, procurement processes.

Leadership & management

• Prioritises own work activities, which span across a range of different work streams.
• Likely to manage the day-to-day performance of a small team, to ensure high quality service delivery is maintained at all times.
• Tasks and coordinates others (e.g. third-party suppliers, external partners and internal colleagues) to complete activities in accordance with agreed service delivery/ contractual/ project milestones or requirements (e.g. cost schedules, time deadlines etc.).
• Plans and prioritises operational activities and supports team knowledge and skills development towards effective delivery of services.
• Coaches and guides towards team performance of the country operations team, working with country leadership to address skills or motivation gaps as it arises. 

Test Day Support

• Where appropriate this role will be part of a team carrying out Duty Officer duties on a rotational basis supporting test day delivery. The test day roster will include some early morning and weekend cover.

REQUIREMENTS:

• Right to work in Uzbekistan
• Fluent written and spoken Russian and English
• Relevant university degree or equivalent experience
• Plaining and organizing experience preferably for a large number of staff and/or outsourced service provider coordination.
• Working in a challenging environment operating against very tight deadlines
• Experience in managing a small team
• Experience of working in a high volume, busy operational environment, delivering to standard and managing confidential materials

ADDITIONAL INFORMATION:

• British Council Behaviours
• British Council Core Skills

Closing date: 22 May 2024 applications will close at 23:59 Tashkent time

For more details on the position please refer to the Role Profile

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 is committed 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 Council’s 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.