Resources Officer - London, United Kingdom - British Council

British Council

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Resources Officer

Date:22-Feb-2023

Location:
London, UKM, GB

Belfast, UKM, GB

Edinburgh, UKM, GB

Cardiff, UKM, GB

Manchester, UKM, GB

Company:
British Council

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 we reached 650 million people.

Role Purpose

The English and Examinations Strategic Business Unit (E&E) is one of three strategic business units in the British Council (the others being Arts and Education & Society) all of which have the remit to build trust for the people of the UK by building relationships through aspects of our language and culture.

E&E achieves this by enabling people across the world to access the life-changing education and work opportunities that are created by learning English or gaining valuable UK qualifications.

Promoting the English language also provides a medium for communication, helping break down barriers of misunderstanding or mistrust between cultures.

The British Council's 2020 vision for English & Examinations is to be the world authority in high quality English language teaching, learning and assessment, as well as the International distributor of choice for UK professional and school qualifications.

The Examinations business makes a significant contribution to British Council financial sustainability, and as such, it is essential that the business evolves in order to maintain its position in a fast-changing operating context.

There is a need to standardise and automate activities across the globe to deliver efficiencies, and there is also a requirement to develop new digital products and services to meet changing customer demands and competitive pressures.

In a cost and resource-constrained environment, balancing the on-going requirements and allocation of funds will be critical, as will the integration and planning of the implementation of the different changes across a global network of 110+ countries charged with the on-going delivery of impact and income whilst changing key elements of the supporting operational platform.

The purpose of this role is to ensure effective and efficient delivery of resource availability, capability and to meet demand.

The role will support the workforce plan, resource engagement/retention strategy and assist the management of succession planning to ensure the right level of customer experience.

This role will support the recruitment of Examiners and assist the Resources Officer to ensure the appropriate level of recruitment for Venue Supervisors to put through short lists for Managers to select.

Main opportunities and challenges for this role:

There is a new Global Operating Model for Exams being implemented across the business and this role will be key to ensuring delivery of our exams operations at test centre level, working with new systems and processes and ensuring that new ways of working are taken up and adhered to.
Acting in unforeseen situations to solve problems to ensure resources are successfully executed.

Main accountabilities but not limited to the following:
Product Service Support

Undertake the related planning and delivery functions in line with BC process
Receives instructions and requests and plans and organises given resources accordingly (often at short notice) to ensure that work is carried out efficiently and effectively
Scan dashboards to monitor performance and identify issues
Supports decisions of Resource Officer and Resource Manager with the selection of venue staff, sets performance expectations and maintains positive relations
Assists with the selection of suitable venues

Customer support

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, logístical 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

Supporting continuous improvement in the efficiency/cost effectiveness/quality of service delivery in the unit or department
Proactively work with Resource Officer to deliver satisfactory and timely resolution of customer (internal or external) complaints,