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Test Centre Operations Coordinator

3 months ago

Melbourne, Australia IDP Education Ltd Full time

About IDP

IDP is the global leader in international education services, delivering global success to students, test takers and our partners, through trusted human relationships, digital technology and customer research. An Australian-listed company, we operate in more than 50 countries around the world.

Our team is comprised of over 7,000 people of various nationalities, ages and cultural backgrounds. Proudly customer-first, our expert people are powered by global technology. Together, we offer unmatched services, helping local dreams become realities, all over the world.

Learn more at www.careers.idp.com

Role purpose

The Test Centre Support Coordinator is responsible for executing all aspects of global Test Centre operations and engagement activity under the guidance of Test Centre Support Manager. This includes delivery of an effective partnership with test centre staff in support of the IELTS standards, processes and policies associated with running the IELTS, IELTS for UKVI and IELTS Life Skills tests.

To excel in this role, the successful candidate will be a skilled relationship builder, with an eye for detail and an excellent demonstration of leveraging partnerships to deliver agreed business outcomes.

Key accountabilities

Maintain an effective Test Centre Relationship

Ensure Test Centres are supported in the delivery IELTS, IELTS for UKVI and IELTS Life Skills tests through effective communication and planning

Ensure test centre test delivery is line with IELTS standards

Provide feedback and content to knowledge management database tool (iKnow)

Work with internal stakeholders to ensure that any policy or system change has a minimal impact on the day to day Test Centre operation

Provide input and active involvement into the design and delivery of the IDP Annual Conference

Work with the IELTS Labs as directed by Test Centre Support Manager

Direct and Mentor of Level 1 Support Hubs

Provide day to day support for all matters escalated by Support Hubs

Assist in the resolution of any enquiry escalated to Level 2

Write and edit Work Instructions to enable Support Hubs to perform day to day activities

Stakeholder Engagement

Build relationships with and work effectively with key stakeholders and other test centre delivery partners

Take on tasks as directed by the IELTS Customer Labs in relation to operational delivery for program updates and initiatives

Provide input to cross partner working groups via feedback to the Partnership Operations Team

Required experience

Advanced English writing and editing skills

Experience with day to day coordination of complex operational tasks across a global service

Exceptional communication and organisational skills

High level of initiative and ability to work with minimal supervision

Detail-oriented

Good time management skills

Demonstrated ability to work effectively in a cross-functional team environment

Critical-thinker and problem-solver

Desirable 

Knowledge of IELTS systems and processes