B2b Operations Support Assistant

2 giorni fa

Milano, Italia British Council A tempo pieno

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**:B2B Operations Support Assistant
**Location**:Milan, Italy

**Contract Type**:Indefinite contract
**Grade**:2/J

**Salary**:1.870,11€ gross per month

**Work arrangement**:Full time 35 hours per week, Mon-Fri, 9:00-17:00

**Role Purpose**:The purpose of this role is to support the efficient, effective operational co-ordination and delivery of B2B Exams at the right cost and customer experience. The role is to support B2B Customers in Country / sub-Cluster on operational, system and technical issues and report issues and resolutions to the Business Development and Account Relationship functions in the Country / sub-Cluster.

**Main Accountabilities**:
**_Product Service Support _**
- Deals with B2B registration requests, including Special Arrangements.
- Supports the delivery of added value services and benefits to B2B clients according to agreements/schemes.
- Receives registration data from B2B clients and passes entries to the Registration and Planning team for processing.
- Acts as B2B point of contact and deals with B2B exams enquiries before, during and post exam, including technical support for CB sessions delivered at the client’s premises.
- Provides B2B clients with guidelines on BC corporate risk management processes and procedures when delivering services as well as venue standards, including technical specifications and connectivity for computer-based testing.
- Distributes certificates and results to B2B clients (if required).

**_Relationship & stakeholder management _**
- Supports continuous improvement in the efficiency, cost effectiveness and quality of service delivery in Exams Services.
- Supports the delivery of satisfactory and timely resolution of B2B clients complaints.
- Supports the resolution of issues raised by B2B clients related to exam delivery, VS and venue.

**_Risk & Compliance _**
- Supports venue audits to ensure compliance and mitigate risks in premises provided by B2B clients, including CB test venues, liaising with local IT staff if required.
- Provides support related to investigations on Test Day during B2B exam sessions and compliance queries.
- 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 _**
- Supports wash-up meetings to review Test Day performance delivery, continual improvement and corrective actions.

**_Test Day Support _**
- Where appropriate this role will be part of a team carrying out Duty Officer duties on a rotational basis supporting test day delivery. The test day roster will include some early morning and weekend cover.

**Role specific knowledge and experience**:

- Minimum / essential _
- Experience of and ability to deliver excellent standards of customer service
- Excellent computer skills.

Desirable
- Experience in B2B customer service environment
- Experience of supporting the delivery of computer based exams.

**Language Requirements**
- English (B2)
- Italian (C1)

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 t

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