Operational Support Specialist

6 days ago

Newcastle, New South Wales, Australia IDP Education Ltd Full time
About Us

We are IDP Education Ltd, the global leader in international education services, empowering students and test-takers worldwide through trusted relationships, digital innovation, and customer research.


Role Purpose

The IELTS Operations Assistant / Invigilator supports our Newcastle, NSW testing location to deliver an exceptional customer experience and ensure operations align with IELTS rules and regulations.


Responsibilities
  1. Coordinate with team members to ensure seamless operations.
  2. Manage customer inquiries and resolve issues efficiently.
  3. Prepare and distribute test day documents accurately.
  4. Update digital records securely and manage confidential materials.
  5. Contribute to a culture of continuous improvement and best practices.

Key Accountabilities
  1. Deliver exceptional customer experiences throughout the test journey.
  2. Build strong relationships with internal and external stakeholders.
  3. Offer expert advice on IELTS preparation tools and IDP services.
  4. Support diverse client needs and abilities.
  5. Promote a customer-focused team culture.

Operations Management
  1. Supervise test day activities, including customer registration.
  2. Ensure test day documents are prepared accurately.
  3. Update digital databases and records securely.
  4. Manage Speaking test schedules effectively.
  5. Ensure secure handling of confidential materials.
  6. Address technical issues with hardware and software platforms.
  7. Contribute to a culture of continuous improvement.

Quality and Compliance
  1. Maintain adherence to IELTS standards in all activities.
  2. E nsure accurate data storage and security.
  3. Respond to incidents or potential security risks promptly.
  4. Complete necessary training policy acknowledgments.
  5. Work in accordance with organisational values.
  6. Contribute to a culture of quality, integrity, and excellence.

Skills and Qualifications
  1. Excellent verbal and written communication skills.
  2. Outstanding customer service.
  3. Strong problem-solving and decision-making skills.
  4. Able to work independently and as part of a team.
  5. Customer-focused with attention to detail.
  6. Effective organisational and time management skills.
  7. Proficient in MS Office, Microsoft Teams, and various technologies.

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