IELTS Test Coordinator

Job Description

Select how often (in days) to receive an alert: Location: Melbourne, VIC, AU Company: IDP Education Ltd Requisition ID: 2934 About IDP An ASX100 business with a 50-year heritage, IDP is a global leader in international education services. We’ve been operating for 50 years with a global office network spanning over 100 offices and our websites attract a combined 100 million visits a year. Our team of experienced and dedicated counsellors are experts at providing trusted advice to students and their families at every step of the international education journey, and almost 8 in 10 students placed by IDP recommend our services to their family and friends. IDP’s ongoing success comes from our highly committed and professional employees around the globe. Our diverse talent, expertise and passion of our people that makes IDP unique. We strive to provide a working environment where our people are encouraged to excel, be agile and creative, seek new ways to solve problems, take initiative, and generate new opportunities. We respect diversity in our people: their ideas, work styles and perspectives. The IELTS Test Coordinator is responsible for overseeing the general operations and administration of the IELTS examinations offered through the Direct Testing Unit (DTU) of IELTS Australia. The IELTS test is delivered via computer and on paper.Working closely with the Test Centre Manager and Assistant Test Centre Administrator to ensure the logistical needs of the Test Centre are met and ensure compliance with the established guidelines of test operation as prescribed by the IELTS test partners. The IELTS Test Coordinator will coordinate resources, equipment and supplies to ensure smooth daily operations of the Test Centre to meet its goals of efficiency, compliance and customer satisfaction. This is a Fixed Term Contract for 12 months and involves working 4 weekdays and Saturdays. Key accountabilities Customer Service ⦁ Demonstrate desired behaviours to staff including customer service, handling difficult and/or complicated customers, compliance and risk awareness, and follow-up with customers,⦁ Provide services and support to clients with a disability,⦁ Support the Test Centre team in providing clear, comprehensive advice to general enquiries or ensure that more complex enquiries are forwarded to the correct person for a response,⦁ Support the test day team to manage customer enquiries and complaints at the front desk, and through telephone and email. Quality and Compliance ⦁ Assist the TCM & ATCA in the conduct of audits on the relevant IELTS test centre as scheduled,⦁ Ensure adherence to all IELTS manuals and company policies and guidelines,⦁ Assist with the implementation of IELTS policies,⦁ Ability to work in a professional manner with stakeholders and in accordance with organisational values,⦁ Escalate issues regarding risk management/ security to ensure centre compliance with security policy and procedures. Operations ⦁ Oversee daily operations of the test centre and in the implementation of Test Centre improvements,⦁ Allocate and oversee the test day team, ensuring that all customers receive exemplary service,⦁ Assist with the scheduling of staff, managing changes and making arrangements in case of cancellations in a timely manner,⦁ Support in the training and management of test day teams including the end-to-end coordination and supervision of IELTS tests,⦁ Support with the arrangements for disability test takers,⦁ Responsible for controlling and maintaining inventory stock levels and related testing equipment,⦁ Ensure all required data migration activities are carried out between IELTS, IDP, and Cambridge systems including the management and transfer of digital and paper test content,⦁ Initial set-up, diagnosis and troubleshooting of any related IT issues for IELTS systems,⦁ Coordinate all aspects of post-test activity, ensuring candidate materials are delivered to Mark Manager, results entry, marking and recording of jagged profiles, EOR management and results processing,⦁ Implementation of test contingencies when indicated by the TCM/ATCA. Client Management ⦁ Build and maintain a good working relationship with stakeholders both internal and external. Communication to stakeholders is consistent with approved messaging from IELTS Australia corporate. Required experience Essential Requirements ⦁ Aptitude for problem solving,⦁ Able to build constructive and effective relationships,⦁ Demonstrated ability to work effectively within a team and being assertive,⦁ Ability to work independently in a fast-paced environment,⦁ Possess strong organisational and time management skills,⦁ Ability to plan, organise, prioritise and execute multiple tasks within set objectives in a timely and professional manner,⦁ Familiar with customer service principles and practices,⦁ Demonstrates strong listening, written and oral communication skills,⦁ Solid computer skills, including Microsoft Office,⦁ Ability to perform basic diagnosis and troubleshooting of computer software, hardware, peripherals and computer network,⦁ Availability to work extended hours and on weekends (Saturday required). Desirable Requirements ⦁ Previous customer service experience is highly desirable,⦁ Tertiary qualifications,⦁ Experience as an operations coordinator or similar role. #J-18808-Ljbffr