Description:
The purpose of this role is to ensure the safe handling in accordance to compliance standards, of confidential materials by during the multiple exchanges in country/location. This includes movement and activities related to the primary storage area known as the Confidential Materials Room (CMR). Confidential exam materials & logistics across all our locations in Pakistan. This is for all exam products and related materials and includes handling logistics and quality of all materials to enable effective test day delivery including uniforms, banners, scanners, equipment ;receiving, sorting, storage, movement, archiving and/or shredding of confidential material (CM) in line with British Council and Exam Board Quality and Compliance standards.
Main Accountabilities
Product Service Delivery
- Implementation of the functions and processes of confidential materials handling and the Confidential Materials Rooms (CMR) to ensure British Council standards are met and exceeded
- Ensuring sorting and packing of confidential exam materials for all exam products are timely and meet British Council standards
- Reconciling exam materials and papers received are as per plan, escalate any discrepancies.
- Ensuring adequate suitcases and storage materials for distribution ordering and budget management.
- Ordering test day resources, (e.g. process guides, stationery, branding/signage/ technical equipment – speaking test/hand scanners)
- Ensuring the proper procedures and documentation is adhered to when handing over to courier.
- Management of Couriers, script receipt tracking, packing and return OR scanning, store and shredding
- Supporting continuous improvement in efficiency and cost effectiveness of service delivery liaising with Business Improvement Lead
Customer service
- Satisfactory resolution of customer (internal or external) operational complaints and issues regarding
Confidential Materials and other above process
- Identifies where more complex issues require resolution by other people and refers them on accordingly.
- Recognises and understands the impact of incidents and alerts the team leader to any issues of concern that are likely to impact service delivery or customer experience.
Relationship & stakeholder management
- Develops good working relationships with appropriate colleagues to facilitate effective and efficient
- service delivery
- Carries out instructions and requests from Team Lead efficiently and effectively.
- Builds an understanding of who’s who within the overall team to enable effective resolution of issues
- May interact with individual Customer queries, B2B customers, or Exam boards
Risk & compliance
- Ensures adherence to CMR standards and management as set forth and carry out frequent random
checks to proactively prevent issues from arising.
- Provides support for audits and performance reviews.
- 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.
Safeguarding
- Ensure that safeguarding implementation standards are followed in exams structures and mechanisms that promote safety for children and adults
- Escalate safeguarding concern the National Safeguarding Manager Pakistan.
- Ensure safe recruitment process are consistently followed and sustained for venue staff and third parties.