Exams Operations Officer at British Council

Hong Kong, Hong Kong Island, Hong Kong S.A.R. -

Full Time

Start Date

Immediate

Expiry Date

29 Jan, 26

Salary

0.0

Posted On

31 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Operational Management, Customer Service, Risk Management, Compliance, Communication, Problem Solving, Organizational Skills, Team Collaboration, Training, Performance Management, Data Analysis, Quality Assurance, Incident Management, Logistics, Confidentiality, Audit Processes

Industry

Non-profit Organizations

Description

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. Pay Band: 4/H No. of positions: 1 Country/Location: Admiralty, Hong Kong Department: Exams Contract Type: Indefinite Contract Local Closing Date: 12 November 2025- may close earlier if suitable candidate is selected. Right to Work: Applications are welcomed from candidates in Hong Kong, with a natural right to work. However, please note candidates must have a natural right to work in the country, on a permanent basis, as immigration clearance and/or on-going visa support is not provided by the British Council for this role. Relocation support is also not provided. Role Purpose: The purpose of this role is to ensure effective and efficient delivery of Exams within a small or remote exams office location in Admiralty, Hong Kong. This role plays a vital part in ensuring the smooth and secure delivery of British Council exams and maintaining the highest standards of quality and integrity in all test day operations. This role will be required to work test days which will involve weekend work as part of the contracted hours. Main Accountabilities: As an Exams Operations Officer, you will be responsible for the planning and delivery of exams in line with British Council processes. You will receive instructions and requests from the cluster operations team and will plan, organise, and deploy resources effectively, often at short notice, to ensure smooth test day operations. You will monitor performance dashboards to identify potential issues, implement engagement plans for venue staff, and support the selection, training, and performance management of test day personnel. The role also involves supporting the management of confidential materials in compliance with British Council standards. You will undertake sorting, packing, and secure handling of exam materials, ensuring their safe transport to and from test venues. You will reconcile exam materials, report discrepancies, and ensure proper documentation and adherence to handling procedures for courier and test day operations. Additionally, you will oversee script receipt tracking, packing, and secure return or disposal. You will play an active role in supporting customer queries, providing timely responses, and escalating complex issues when necessary. Recognising the impact of incidents on service delivery, you will proactively communicate concerns to your line manager to maintain a high level of customer satisfaction. Building strong relationships with internal teams and venue staff will be essential. You will collaborate with the Operations Manager to resolve customer complaints, ensuring effective coordination and clear communication throughout the process. As a point of contact for venue supervisors, you will manage escalated issues efficiently, supported by the Operations Manager or cluster team as required. The role requires a strong understanding of risk and compliance. You will manage on-the-ground contingencies, liaise with customer service, examiners, and venue staff, and ensure full compliance with corporate risk management policies, including child protection, security, and anti-fraud measures. You will carry out regular checks of the Confidential Materials Room (CMR), support audit processes, and provide necessary reports to ensure operational integrity. In addition, you will be responsible for recording, analysing, and reporting operational data to support decision-making and continuous improvement. You will lead post-test-day reviews, identify areas for improvement, and contribute to the enhancement of operational processes. This position also involves monitoring small-scale financial and material resources, ensuring that all necessary equipment and materials are available for use. You will plan and prioritise your own work across multiple activities, manage competing demands, and coordinate with colleagues and external suppliers to deliver efficient and timely services. If you are a proactive individual with strong organisational, communication, and problem-solving skills, and are passionate about ensuring the quality and security of educational assessments, we invite you to join our team. Qualification & 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. Graduate 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.

Responsibilities

The Exams Operations Officer is responsible for the planning and delivery of exams, ensuring smooth test day operations and compliance with British Council standards. This role involves managing exam materials, supporting customer queries, and maintaining high levels of quality and integrity in all operations.