Psn Administrative Support Officer

2 months ago

Noida, India British Council Full time

PSN Administrative Support Officer

**Date**:17-Jan-2023

**Location**: Noida, South Asia, IN

**Company**:British Council

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language.
We work in two ways - directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK.
These connections lead to an understanding of each other's strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

**Job Title**:
**PSN Administrative Support Officer - Global English & Exams Shared Services (IELTS Operations)**

**Purpose of job**:
**Role context**
- Liaise with the PSN Team on a daily basis regarding PSN administrative tasks
- Arrange, co-ordinate and communicate with Examiner Trainers in order to arrange meetings
- Arrange and co-ordinate regular meetings for Examiner Support Coordinators
- Communicate with ESCs as required Develop and maintain all documentation on the PSN SharePoint site
- Create new sections on PSN SharePoint to support day to day running of the global operation
- Design administrative systems to support delivery of new online global speaking products
- Maintain and populate the PSN SharePoint with data for all IELTS regions (x 7)
- Follow up on Enquiry on Results with centres as required.
- Manage the generic PSN inbox, categorising queries and ensuring responses are met within agreed SLA
- Develop the PSN Portal in collaboration with systems colleagues and ensuring launch across the network
- Manage all remarking of Life Skills investigations
- Managing Indicator appeals
- Developing knowledge of all PSN related systems
- Creating monthly dashboard reports.

**Main opportunities/challenges for this role**

Accountabilities, responsibilities and main duties:
Service delivery Implement a range of standardised, operational procedures and systems to plan work or schedule based on management information to ensure milestones are met

. Receive instructions and requests from Speaking Operations Manager, PSN Manager, VCS Project Manager and Head of Examiner Standards, and plan and organise given 3 resources accordingly (often at short notice) to ensure that work is carried out efficiently and effectively
- Provide timely feedback on operational issues and events to more senior managers, enabling the adaptation of work plans where necessary and supporting continuous improvement in the efficiency/cost effectiveness/quality of service delivery/systems in the unit or department
- Use a range of standardised systems and processes to plan and coordinate effective, timely and cost effective logístical support to enable the delivery of high quality services to a range of Examiners
- Triage of generic PSN inbox
- Liaise and work in or with operational team, where or when the need arises to ensure the effective and smooth delivery of speaking results. Customer service
- Take end-to-end accountability for researching and obtaining satisfactory and timely resolution of queries from Examiners, coordinating input from other colleagues in Examiner Management Function. Ensures the customer is kept informed throughout the process.
- Focus on delivering excellent customer service throughout all tasks, projects and processes Relationship & stakeholder management
- Develop good working relationships with appropriate colleagues throughout the BC to facilitate effective and efficient service delivery.
- As required, support senior colleagues in the Examiner Management Team in hosting/attending external events or meetings, ensuring these run efficiently and effectively. Risk & compliance
- Adhere to regulatory and internal procedures and obligations
- Ensure the accurate and timely production and delivery of materials for training and standardisation of Speaking Examiners. Analysis & reporting
- Use standard procedures and templates, updates and regularly report on key management information to the Speaking Operations Manager
- Manage files and build and maintain the team’s Sharepoint site

Ensure that

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