British Council

British Council External Vacancy Announcement

Job Position – CMR and Logistics Officer

Required Qualification and Experience
Education: University degree in any subject or relevant qualification
Experience working in Exams.
Experience of supporting on delivery of computer-based Exams.
Salary: ETB 38 924,00 per month plus benefits
Contract Type: Indefinite
Department: Exams
Locations: Addis Ababa, Ethiopia
The role may require you to work on weekends when required for exams delivery.
Role holder must have existing rights to live and work in the country the role is based.
Closing Date – 28 March 2024 applications will close 23:59 South Africa Time

CMR & Logistics Officer
To ensure effective and efficient delivery of Exams in Addis Ababa and remote exams office location in Ethiopia. To handle confidential materials during the multiple exchanges in accordance with compliance standards. To manage Venue Supervisor engagement, relationship, and performance. To co-ordinate and manage any risk or issue resolution, including co-ordination of customer communication directly or through customer services. To be point of contact for Venues/Venue Supervisors on the Test Day. To support Test Day Supervisors when required.

Main accountabilities but not limited to the following:
Product Service Delivery
Undertakes the related planning and delivery functions in preparation for Test Days in line with BRITISH COUNCIL processes.
Receives instructions and requests from cluster operations, 5 days before Test Day and plans and organises given resources accordingly (often at short notice) to ensure that work is carried out efficiently and effectively.

Customer Service
Receives and responds to enquiries from/to customers and may be a specific point of reference on queries relating to an area of nominated expertise or responsibility. Identifies where more complex issues require resolution by others and refers them on accordingly.
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 test delivery or customer experience.

Relationship and stakeholder management
Supports continuous improvement in the efficiency/cost effectiveness/quality of service delivery/systems in the unit or department.
Proactively works with Operations Manager Ethiopia 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.

Risk & compliance
Undertakes contingency and risk management on the ground, liaises with Customer Service, Examiner or Venue Staff to ensure alignment on communications leads in providing support related to compliance or investigations on Test Day and related issues.

Analysis and reporting
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.

Role specific knowledge and experience:
Experience working in a busy operational environment delivering high levels of customer service.
Ability to ensure compliance, risk and security standards are monitored and maintained.

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