Exams Operations Officer

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, and creativity. Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. We connect. We inspire. Pay Band: 4 Country/Location: Vietnam Department: English and Exams Contract Type: Indefinite Contract Local Closing Date: 22 June 2026, Monday Work Schedule: This role will be required to work on test days which will involve weekend work as part of the contracted hours. Role Purpose The purpose of this role is to ensure effective and efficient delivery of Exams within a small or remote exams office location. To handle confidential materials during the multiple exchanges in country/location in accordance to compliance standards. To manage test delivery, Venue Supervisor engagement, relationship and performance. To co-ordinate and manage any risk or issue resolution, including co-ordination of customer communication directly or through customer services. To be point of contact for Venues/Venue Supervisors on the day. Role Accountabilities: This role is critical in ensuring that all test administration activities are conducted efficiently, securely, and in accordance with British Council and awarding body standards, while delivering an exceptional experience for candidates and stakeholders. As an Exams Operations Officer, you will be responsible for supporting the end-to-end planning and operational delivery of test days. You will coordinate resources, monitor operational dashboards, and work closely with cluster operations teams to ensure all test delivery requirements are met within agreed timelines. The role involves managing the preparation, sorting, packing, secure storage, and distribution of confidential examination materials, ensuring strict adherence to security and compliance standards at all times. You will support the management of the Confidential Materials Room (CMR), ensuring that all materials are handled, tracked, stored, returned, scanned, or destroyed in accordance with British Council procedures. The role also includes coordinating venue resources, stationery, branding, technical equipment, and venue staff engagement activities to ensure test days are delivered smoothly and efficiently. On test days, you will either manage or support the Test Day Supervisor in delivering examinations to the highest standards of customer service, security, and administration. You will conduct venue inspections, ensure all venue staff are fully briefed on operational and emergency procedures, maintain accurate test day records, and proactively resolve issues where possible. The role requires a strong focus on candidate wellbeing, ensuring that all candidates are supported appropriately throughout their test experience and that any incidents or emergencies are managed in line with established procedures. Customer service is a key aspect of the role. You will respond to customer enquiries, provide guidance on examination-related matters, and escalate more complex issues when necessary. By recognising potential service delivery challenges and proactively communicating concerns, you will contribute to maintaining a positive customer experience and ensuring operational continuity. The successful candidate will build and maintain strong working relationships with venue staff, supervisors, colleagues, and stakeholders across the British Council. Acting as a key point of contact for operational matters, you will support the resolution of escalated issues and collaborate with country and cluster teams to ensure effective service delivery. The role requires a strong commitment to risk management, compliance, and quality assurance. You will support contingency planning, compliance investigations, audit activities, and performance reviews while ensuring adherence to corporate policies relating to child protection, security, fraud prevention, financial controls, and operational governance. You will conduct regular checks to ensure compliance with CMR standards and proactively identify and mitigate operational risks. In addition, you will analyse operational performance data, prepare reports, monitor venue staff performance, and support senior management with insights that enable effective decision-making. You will also lead post-test reviews and wash-up meetings to identify improvement opportunities, implement corrective actions, and contribute to the continuous enhancement of examination services. We are seeking candidates with experience working in a busy operational environment where high levels of customer service, attention to detail, and compliance are essential. The ideal candidate will possess strong organisational and coordination skills, the ability to manage multiple priorities, excellent communication and stakeholder management capabilities, and a proven ability to work effectively under pressure. Experience in examinations, education, logistics, operations, or service delivery environments will be highly advantageous. Join the British Council and play a key role in delivering secure, fair, and high-quality examinations that help people achieve their educational and professional goals worldwide. Role specific experience and qualifications * Bachelor’s Degree * 2 years of relevant experience with platforms * Experience working in a busy operational environment delivering high levels of customer service. A connected and trusted UK in a more connected and trusted world. Equality, Diversity and Inclusion Statement We are committed to equality, diversity and inclusion and welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work. The British Council is a Disability Confident Employer. The Disability Confident scheme helps challenge attitudes, increase understanding of disability and ensure staff are drawn from the widest possible pool of talent. We guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities. Safeguarding Statement 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 thorough checks being completed in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children. If you experience any difficulties with submitting your application, please email askhr@britishcouncil.org