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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.

Role Purpose

The British Council is the UK’s international organisation for cultural relations and educational opportunities. We create friendly knowledge and understanding between the people of the UK and other countries. We do this by making a positive contribution to the UK and the countries we work with – changing lives by creating opportunities, building connections and engendering trust. We work with over 100 countries across the world in the fields of arts and culture, English language, education and civil society. Each year we reach over 20 million people face-to-face and more than 500 million people online, via broadcasts and publications. Founded in 1934, we are a UK charity governed by Royal Charter and a UK public body.

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 UK and Ireland Examinations department currently delivers around 150,000 examinations per year split between IELTS, secure English language tests (SELT) for UK Visas and Immigration, and exams for Global Exams Services clients such as the ACCA, Cambridge Admissions Tests, and the General Medical Council.

You will:

Main opportunities and challenges for this role:

Product Service Support

• Lead the team to build up the IT support resource for test venues across the UK


• Lead the knowledge management for all computer test platforms and projects.


• Lead the development of training and certification materials for various platforms


• Provide technical assistance leading up to and during CB / PB test delivery.


• Provide technical support in venue sourcing, implementation of CBE products and digital systems, conduct troubleshooting of devices used in all Exams delivery


• Log and report technical incidents of exams products, make improvement plan and take actions to mitigate technical incidents in exams delivery.


• Support operations by continually providing feedback to Regional and Cluster IT Service Delivery colleagues suggesting improvements to delivery processes and training materials


• Liaise with software / application suppliers to submit technical issues and advise proper solutions to operation team, provide support to venue staff technicians and IT service vendors in raising technical issues to suppliers


• Lifecycle management of devices used in Exams delivery, and ensure technical compliance of equipment and connectivity at test venues

Vendor Support and Monitoring

• Provide CBE technical training and product updates to local IT service vendors & test centres


• Closely monitor performance of IT Service Vendors, providing feedback on improving their performance and any potential breaches of contract in a timely manner

Relationship & stakeholder management

• Be the point of contact person to local IT service vendor, proactively work with operations team, IT service vendor, and venue technician to deliver exams smoothly; Act as point of contact and manage escalated issues in country from Venue Supervisors and Venues


• Cooperate with Global Information Service team and local IT colleagues to implemented systems changes and keep regional incident log up to date


• Liaise with Global project teams, exam boards, CBE platform providers, regional operations team and country exams teams to implement the global changes in the UK


• Support test centres and suppliers as and when required

Role specific knowledge and experience:

Essential

• Troubleshooting experience of hardware, software and network devices


• Experience of and ability to deliver excellent standards of customer service


• Managing IT projects and/or systems

Desirable

• Experience in B2B / B2C customer service environment


• Understanding and experience of risk and compliance management


• Experience of supporting on delivery of computer based exams

What you will receive in return

• 32 days annual leave plus statutory public holidays and half day privilege Christmas leave


• Non-contractual discretionary annual performance bonus


• Extensive and generous family friendly benefits


• Extensive range of voluntary benefit options


• Outstanding defined benefit career average Civil Service Pension Scheme which includes life cover and pensions for eligible dependants, e.g., Spouse, civil partner, partner, dependent children

Further Information

Pay Band – 7 30,839-33,995 plus London weighing £3,300

Contract Type – Indefinite Contract

Location – UK Flexible London Manchester Cardiff Belfast Edinburgh

Requirements –Candidates must have the pre-existing (permanent) right to work in location. Mobility / relocation / visa sponsoring support will not be provided. If you are currently sponsored by the British Council, in a country or regional role, please check with your local/regional HR colleagues if you are able to remain in your current location for this global role.

Closing Date – 22nd October 2023 at 11.59 uK time

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.