EOR Officer

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.

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.

The post holder will be responsible for logging EOR applications globally in line with agreed service turnaround and provide administrative and process specific support to EOR team. The role is to work from the office and the post holder should be flexible with 24*7 shift environment.

Main opportunities/challenges for this role

Accountabilities, responsibilities, and main duties:

• Adherence to the internal SLA set by the Global EOR manager to meet 24-hour turnaround delivery performance targets for application logging and results issue.
• Management of Team inbox, dealing with queries within specified timeline
• Supporting EoR team with financial management which includes monthly invoicing, reconciliation, and payment to ensure timely and accurate payments to all external consultants. Maintain and update EOR manuals, check lists and training materials used by over 100 centres globally Working closely with colleagues and team members to share information, make new suggestions, and provide feedback surrounding customers’ needs, concerns and issues to the Sales and Customer Service Management team.

Service delivery

• Ensures the results are released within 24 hours from receipt of Senior Examiner Manager while monitoring the accuracy of the released results.
• Manages the various applications related EOR team inboxes, dealing with enquiries.
• 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 organizes 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, standardization 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 analyse 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 a range of standards, 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 maximize value for money when booking meetings and training venues for Senior Examiner meetings and training sessions.

Leadership & management

• Plans and prioritizes own work activities, which span across a range of different work streams, responding to changing and at times competing requirements to ensure effective delivery of responsibilities over a weekly/monthly time horizon.
• Likely to manage the day-to-day performance of a more junior team (temporary staff), dealing with sickness, discipline, motivation etc., to ensure high quality service delivery is always maintained.
• Tasks and coordinates offshore centre to complete activities in accordance with agreed marking deadlines.

Key Relationships

Internal : OSM Operations Team

%AA; Examiner Hub %AA; Clerical Marking Hub British Council test centres

%AA; UKVI Team

%AA; Customer Service Team

%AA; Systems and Process Team

%AA; Investigations Manager

%AA; Audit Manager

External - Independent test centres

%AA; Test centre test takers

%AA; Counterparts at IDP IELTS Australia

%AA; Cambridge English Team Cambridge SFX Team

Qualifications - Graduate

Role specific knowledge and experience

• Intermediate experience in a call centre environment
• Demonstrable experience excellent verbal and written communication skills for a wide variety of audiences
• Demonstrable experience of delivering training using a range of methods
• Demonstrable experience of working to tight, and immovable deadline Demonstrable experience of working as part of a dispersed team to successfully deliver business outcome.