Eor Officer

EOR Officer

**Date**:03-Feb-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**:
**EoR Officer**

**Purpose of job**:
To provide support to the Enquiries on Results Support Manager in the delivery of the Enquiry on Results (EoR) service, providing excellent levels of customer service to test centres globally.

**Role context**
- Management of Team inbox, dealing with queries within specified timeline
- Supporting EoR team with financial management which includes monthly invoicing, reconciliation and payment to ensuring timely and accurate payments to all external consultants

Maintain and update EOR manuals, check lists and training materials used by over 100 centres globally

**Main opportunities/challenges for this role**

Accountabilities, responsibilities and main duties:
Service delivery
- Ensures the results are released within 24 hours from receipt of Senior Examiner Manager while monitoring the accuracy the released results.
- Improves EOR service quality by assisting in evaluating and updating current EOR procedures
- Receives instructions and requests from EoR managers and Examiners, and plans and organises given resources accordingly (often at short notice) to ensure that work is carried out efficiently and effectively
- Provides timely feedback on EoR marking 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 team.
- Provides proactive and timely support to the EoR Support Manager and team members if and when required.
- Provides administrative support in the recruitment, training, standardisation and monitoring of EoR markers

Customer service
- Takes end-to-end accountability for researching and obtaining satisfactory and timely resolution of complex/escalated queries from Senior Examiners and Centres. Coordinating input from other colleagues/departments/managers as required, to do so. Ensures the Senior Examiner/Centre is kept informed throughout the process.

Relationship & stakeholder management
- Develops good working relationships with appropriate colleagues throughout the BC to facilitate effective and efficient EoR results turnaround.
- As required, supports senior colleagues in hosting/attending EoR events and wider IELTS events as deemed appropriate by team manager, ensuring these run efficiently and effectively and that a positive, professional image of the BC is projected.

Risk & compliance
- 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.

Analysis & reporting
- Using standard procedures and templates, to produce weekly, monthly and quarterly reports for the EoR Managers on EoR services. These reports analyses operational activity levels and performance data, to support managers in making timely and effective business decisions that respond to operational needs.

Commercial & resource management
- Operates and runs regular reports on range of standard, corporate financial processes and procedures to enable effective budget and resource management for the EoR- e.g. purchase order system, FABS, SAP, procurement processes.
- Actively seeks to maximise value for money when booking meeting and training venue for Senior Examiner meetings and training sessions.

Leadership & management
- Plans and prioritises own work activities, which span across a range of different work streams, responding to changing and at times