British Council Careers

Role Purpose

The purpose of this role is to ensure effective and efficient delivery of Exams within a busy exams environment. To handle confidential materials during the multiple exchanges in country/location in accordance with compliance standards. To manage 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. This role will be required to work test days which will involve weekend work as part of the contracted hours 

Main accountabilities but not limited to the following:

Product Service Support

• Undertakes the related planning and delivery functions in preparation for Test Days in line with British Council processes
• Deploys engagement plan for Venue Staff. Supports decisions of Operations Manager South Africa with the selection of venue staff, sets performance expectations and maintains positive relations.
• Supports the functions of confidential materials handling and the Confidential Materials Room (CMR) to ensure British Council standards are met in set up and day to day operations.
• Undertakes sorting and packing of exam materials to for designated test venues. Ensures exam materials are received at Test Centre and stored securely
• Supports the selection of suitable venues, planning for Test Day resources ordering, quality, distribution and management (e.g. process guides, stationery, branding/signage/ technical equipment – speaking test/hand scanners)

Customer support

• Receives and responds to enquiries from/to customers, and may be a specific point of reference on queries relating to an area of nominated expertise or responsibility.  Identifies where more complex issues require resolution by others and refers them on accordingly
• Recognises and understands the impact of incidents arising (e.g. complaints, resourcing problems, logistical or technical difficulties) and proactively alerts the team leader to any issues of concern that are likely to impact test delivery or customer experience.

Relationship & stakeholder management

• Supports continuous improvement in the efficiency/cost effectiveness/quality of service delivery/systems in the unit or department
• Proactively works with Operations Manager South Africa to deliver satisfactory and timely resolution of customer (internal or external) complaints, coordinating input from
• Develops good working relationships and engagement with Venue Staff and appropriate colleagues throughout the BC to facilitate effective and efficient service delivery.

Risk and Compliance

• Undertakes contingency and risk management on the ground, liaises with Customer Service, Examiner or Venue Staff to ensure alignment on communications.  
• 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

• Uses standard procedures and templates, regularly records, analyses and reports on operational activity such as venue staff performance to support senior managers in making timely and effective business decisions that respond to operational needs.

Finance & Resource Management

• Monitors and takes responsibility for small-scale resources/cash/stock, following established procedures and ensures that equipment and materials are available and ready to use when needed 

Person specification

Minimum requirements:

• Minimum of university degree or equivalent with relevant work experience.
• Experience working in a busy operational environment delivering high levels of customer service.
• Ability to ensure compliance, risk and security standards are monitored and maintained.

Desirable:

• Experience working in Exams
• Experience of supporting on delivery of computer based exams
• Track record of working in a tightly controlled process driven environment

Role Purpose

The purpose of this role is to ensure effective and efficient delivery of Exams. To manage 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. This role will be required to work test days which will involve weekend work as part of the contracted hours.

Main accountabilities but not limited to the following:

• Undertakes the related planning and delivery functions in preparation for Test Days in line with British Council process.
• Receives and responds to enquiries from/to customers and may be a specific point of reference on queries relating to an area of nominated expertise or responsibility.  Identifies where more complex issues require resolution by others and refers them on accordingly.
• Supports continuous improvement in the efficiency/cost effectiveness/quality of service delivery/systems in the unit or department.
• Undertakes contingency and risk management on the ground, liaises with Customer Service, Examiner or Venue Staff to ensure alignment on communications 
• Uses standard procedures and templates, regularly records, analyses and reports on operational activity such as venue staff performance to support senior managers in making timely and effective business decisions that respond to operational needs.
• Monitors and takes responsibility for small-scale resources/cash/stock, following established procedures and ensures that equipment and materials are available and ready to use when needed.
• Plans and prioritises own work activities, which span across a range of different work streams, responding to changing and at times competing requirements to ensure effective delivery of responsibilities over a weekly or monthly time horizon.                                                                                                      

Role specific knowledge and experience:

• Experience working in a busy operational environment delivering high levels of customer service.
• Ability to ensure compliance, risk, and security standards are monitored and maintained

Minimum Requirements:

• Under-graduate degree or equivalent qualification/experience

Desirable:

• Experience of supporting delivery of computer-based exams
• Experience working in Exams

Role Purpose

• To provide technical sector expertise to the regional English Programmes portfolio and support business development and quality, compliant delivery of programmes and contracts to improve standards of the teaching, learning and assessment of English in SSA.

Main accountabilities but not limited to the following:

Programme Development

• Support clusters and countries across SSA to plan and develop English Programmes in line with regional and global English Programmes strategies.
• Contribute to the development of projects under the frameworks of all five global English Programmes.
• Promote a Teaching for Success approach in CPD for schools to countries, clients and partners.
• Ensure mainstreaming of EDI within English and Education programme development in line with the regional EDI strategy.
• Proposal Management
• Support the technical writing of English Programmes FCR and GPF bids/proposals.
• Ensure proposal coordination throughout the entire process, including sourcing resources required as appropriate – technical consultants, sector experts etc.
• Ensure appropriate British Council standards for proposal documents – design, and data protection.
• Work with E&S Business Development Manager, Commercial Manager, and Finance Team to ensure proposals are costed and priced appropriately.

Grant Management

• Ensure timely reporting and communication on donor contracts and internal monthly reporting within SSA.
• Advise and, when necessary, support project managers on donor guidelines, policies and procedures and contractual obligations, particularly on reporting, procurement, matching funds, spending rate and visibility requirements to ensure compliance.
• Prepare local grant guidelines for the activities with partners (to be checked by Cultural Engagement (CE) Contract Management).
• Review grant agreements with partners to ensure that all donors’ rules and regulations are properly passed on to the partners, in conjunction with CE Contract Management.
• Review the status and prepare where appropriate, follow-up proposals, and timely documentation for no-cost extension or closing projects in accordance with donor’s guidelines, in conjunction with CE Contract Management.

Networks and Partnership Development

• Develop and maintain an active English sector network to augment and raise awareness of the British Council’s / UK’s expertise and engagement in English.
• Undertake a proactive role in identifying, developing links with and maintaining a network of strategic partners in the UK and SSA for project collaboration.
• Contribute to sector conferences, professional forums, and external workshops which increase the British Council profile.
• Build relationships with partners, stakeholders and clients in the English portfolio.
• Develop and maintain an active internal regional and global network of English Programmes colleagues for knowledge sharing, communications and developments within English Programmes.

Equality, Diversity & Inclusion (EDI)

• To actively contribute to an inclusive and anti-racist organisational culture, being aware of your own biases, and taking action to mitigate against these. Ensuring people feel valued and are treated equitably, with support for people’s well-being and mental health.
• Understand the British Council’s approach to equality, diversity and inclusion and how it applies to your role, and make time for learning and development relating to EDI and anti-racism.

Role-specific knowledge and experience:

Essential requirements:

• Qualified to postgraduate degree level in ELT or other relevant qualification, or equivalent by experience
• Experience in middle management / English or education sector roles
• Experience in delivering donor-funded projects or programmes
• Familiarity with client policies and procedures
• Experience in engaging with and managing diverse stakeholders including multilateral agencies, donors, government officials, and academics in SSA and the UK
• Experience working within a consortium arrangement or with other funding partners or sponsors and management of associated contracts.
• Extensive experience in managing complex, senior, client, stakeholder and partner relationships and reporting requirements.

Desirable:

• Experience working in Sub-Saharan Africa is highly desirable

Role Purpose

To implement, maintain, and monitor the Information and Communication Technology (ICT) infrastructure in Kenya's Main Offices, supporting the Operations Manager, Kenya in providing a range of appropriate, efficient IT services. Overall, this will ensure the wider staff body has seamless access and services to meet their own objectives, business needs, strategy, and aspirations of the Country Plan.

Main accountabilities but not limited to the following:

• Provide technical support to British Council main office staff on standard software and hardware, including telephones, mobile technology, printers/copiers/scanners, including support with events including web streaming. This includes communicating timelines and expected resolution, the management of task logging, provision of technical resolution within the agreed period, and follow-ups that may be required:
  • Ensuring timely first- and second-level support to ensure seamless operations
  • Escalating any problems/issues to relevant teams as required and following up to facilitate effective communications to end-users
  • Supporting the implementation of local projects in conjunction with GIS and GSD.
• Support administration, implementation, and upgrades of the overall ICT environment (hardware, software, and infrastructure) according to business and technical needs, in accordance with the Kenya / corporate ICT strategy, industry best practice, and necessary change and configuration management. Monitoring of all server (MS 2008) logs, services, performance, disk space, and the taking of corrective action.
• Ensuring daily backups of all servers are taken, including conducting test restores
• Ensuring systems are secured from external threats like hacking/virus attacks, including regular checks on software compliance
• Ensuring 24/7 availability of Local Area Network (LAN) and Internet connectivity
• Ensuring restricted access to server rooms and the physical security of IT equipment
• Implementing approved updates/upgrades on receipt of guidelines and Technical Design, within agreed timeframes, ensuring service disruptions and appropriate communications to staff
• Ensuring ‘correct first-time’ installation of standard and approved software
• Managing the IT inventory (software and hardware)

Information Security

• Ensuring that (a) the SBU and BSS teams are aware of information security policies and (b) comply with them, working in close conjunction with the Information and Records Manager.
• Ensuring account opening requests are actioned effectively and that new accounts are ready ahead of time.
• Disabling accounts same day on request from HR/line managers, for leavers or other staff as needed.
• Providing security awareness briefings to the teams on a regular basis, at least annually.

Role-specific knowledge and experience:

Essential requirements:

• Microsoft Certified Professional (MCP) on Win 7 and Server 2008 platform
• University degree or equivalent
• 5 years of IT experience in desktop support and server administration, networking, and providing technical and business application support
• Office 2016 support and Knowledge of Office 365 functionality, including Skype for Business, Teams, OneNote, One Drive, Planner, and Sway; and practical ability in deployment, and supporting user requests
• User Support Skills: Ensures all IT issues are resolved or channeled to appropriate support function in GIS within agreed service levels

Desirable:

• Microsoft Certified Professional on (Window10 + Server 2016)
• ITIL Foundation certificate or corresponding level of knowledge
• Basic Project Management skills

Role-specific skills

• Practical knowledge of computer networks (client-server and workgroup networks)
• Practical knowledge of working with Microsoft Windows Server products in a corporate environment.

Role Purpose

• The purpose of this role is to support the safe handling in accordance with compliance standards, of confidential materials during the multiple exchanges in country/location. This includes movement and activities related to the primary storage area known as the Confidential Materials Room (CMR). 

Main accountabilities but not limited to the following:

• Supports the functions of confidential materials handling and the Confidential Materials Room (CMR) to ensure British Council standards are met in set up and day to day operations.
• Receives and responds to enquiries from/to customers and may be a specific point of reference on queries relating to an area of nominated expertise or responsibility.  Identifies where more complex issues require resolution by others and refers them on accordingly
• Carries out instructions and requests from Cluster operations and Operations Manager efficiently and effectively.
• Ensures adherence to CMR standards and management as set forth and carries out frequent random checks to proactively prevent issues from arising.
• Manages courier SLA/performance standards and builds relationship with courier service provider in country, so that quality of services and cost elements are in accordance with standards.        
• Plans and prioritises own work activities, which span across a range of different work streams, responding to changing and at times competing requirements to ensure effective delivery of responsibilities over a weekly/monthly time horizon.

Role specific knowledge and experience:

• Experience working in an operations environment managing confidential materials
• Working in a challenging environment operating against very tight deadlines
• Experience working in a compliant and regulated environment
• Experience of working in a high volume, busy operational environment, delivering to standard
• Experience in identifying and minimising risk.

Minimum requirements:

• University degree in any subject or relevant qualification

Desirable:

• Experience of supporting delivery of computer-based exams
   

Overview

• Marketing and Communications at the British Council is a strategic function which drives awareness, understanding and engagement with us across our diverse audiences. We use insight, knowledge and analysis of our market and our customers to engage them with our work and our products and services in the most impactful and effective way. We lead the development of our brand and use our expertise to tell inspiring stories to enhance our global reputation, build lifelong relationships, engage our staff and demonstrate our impact.

Role Purpose

• The Consultant will manage the development and implementation of communications strategies to reposition the British Council brand within the Kenya market and pioneer new ways of reaching audiences, engaging young people in our work and enhancing the impact we can have.  As this is a new role, we will be looking for the consultant to bring new ideas and challenge us to break new ground. We expect the deliverables to evolve during the consultancy period but have drafted an initial outline below. The consultant will work with the Kenya Country Director, our programmes teams, communication agencies and our Regional Head of Communications (who is based in Kenya). They will work together physically and virtually, consistently reviewing progress of the work, and ensuring that we deliver our agreed objectives.

Role specific knowledge and experience:

The main essential knowledge and experience points that we are looking for you to evidence are:

• Relevant degree e.g. communications, journalism, marketing, or equivalent level of experience
• Significant experience in managing communications within a large and complex organisation or agency
• Demonstrable experience in successfully providing expert advice and guidance on internal and external communications
• Experience in managing and mitigating communications risks and issues
• Proven record of editorial experience (i.e. proofreading, translation, knowledge of different content types, etc.)
• Demonstrable creative approach to developing, implementing and evaluating communication activities
• Background in youth marketing
• Demonstrable experience working with agencies/PR, events, design, marketing and communications
• Practical experience of using social media to extend reach of an organisation including through campaigns
• Strong track in marketing and communications monitoring and reporting
• Strong relationships with key media outlets in Kenya
• Experience commission and placing compelling shortform video

Desirable Experience

• Experience in a global organisation
• Project management skills

Role Purpose

• To manage the development and implementation of communications strategies for Exams across the Sub Saharan Africa (SSA) region including, external communications planning and delivery (media, PR, events) and stakeholder communications across all Strategic Business Units (SBUs). The Communications Manager will work closely with internal and external key stakeholders, implement strategies that strengthen and integrate Exams marketing initiatives to continue to engage current audiences, identify and attract new ones and create greater awareness of the British Council.

Main accountabilities but not limited to the following:

This post will have the following core functions:

Strategy and Planning:

• Supports the development and implementation of the Exams communications strategy and plan, ensuring alignment to global communications strategy and plan.
• Manages the delivery of Exams external and internal communications campaigns, advice and activities, ensuring that messages are consistent and support regional and global communications strategies as part of overall Marketing strategy and plans.
• Provides strategic oversight in communicating the British Council’s Exams profile to internal and external stakeholders working closely with Country Directors.

Consultancy, analysis & problem-solving

• Applies analytical approaches to identify and assess current state of communications, define opportunities for improvement, develop and implement agreed projects and initiatives, ensuring consistency with regional communications strategies, plans and approaches and global strategy where appropriate.
• Develops appropriate communications initiatives and interventions to support business needs, aligned to global and regional communications strategies, plans and approaches.
• Presents complex information clearly, producing tailored presentations, which convincingly influence decision-makers about the case for cluster communications initiatives.

Sector/Subject Expertise

• Ensures joined up planning and delivery of communications projects and initiatives.
• Ensures consistent application of agreed global communications and brand standards, templates and processes.
• Reviews impact and effectiveness of communications projects and initiatives and identifies opportunities for improvement.
• Develops high quality and effective communications plans and solutions using established processes, tools and systems to ensure consistency.

Commercial & financial management

• Using agreed corporate systems and processes, plans and manages the budget for certain communications projects and initiatives.
• Where required, conducts monthly and year-end reporting on progress against plan and deliverables, budget, and management of issues and risks.
   

Role specific knowledge and experience:

Minimum requirements:

• Relevant degree e.g. communications, journalism, marketing, or equivalent level of experience
• Significant experience in managing communications within a large and complex organisation or agency
• Demonstrable experience in providing expert advice and guidance on internal and external communications
• Experience in managing and mitigating communications risks and issues
• Proven record of editorial experience (i.e. proofreading, translation, knowledge of different content types, etc.)
• Demonstrable creative approach to developing, implementing and evaluating communication activities
• Practical experience of using social media to extend reach of an organisation including through campaigns;

Desirable:

• Experience in a global organization
• Project management skills

Role Purpose

• To support the delivery of an efficient and effective programme through providing high-quality office and administrative support services in Operations/Kenya including procurement, business processes, and facilities management.  The role holder will also be expected to serve as drivers and messengers.
• They will support the Operations staff members with various administrative tasks related to logistics, general administration of the office, documentation, and archiving, and work with the Operations Manager, Kenya in all aspects of the Operations administration. Provide transportation services to all levels of staff members, and visitors, including VIP personnel, Maintain accurate daily journey records and mileage logs, ensure full compliance with British Council Transport policy, and perform other duties as assigned.

Main accountabilities but not limited to the following:

General Office Administration

• Ensure timely payment of all cheque payments to avoid penalties for late payments.
• Support payment of all staff statutory deductions
• Provide transportation services to all levels of staff members, and visitors, including VIP personnel.
• Process the monthly utility bills ensuring all due bills are settled avoiding penalties.
• Pick up, sign for, and distribute all mail and packages received. 
• Occasionally coordinate and supervise work by service staff
• Support the VAT refund process, supplier relations, compliance, and service delivery.
• To Establish and maintain effective relationships with key utility vendors.
   

Supporting the administrative office processes affecting:

• Maintaining and updating an inventory list making sure all inventories are recorded and maintained.
• Health and Safety
• Maintenance of office vehicles, equipment, and assets to provide a safe and efficient working environment for staff.
• Arrangements for various events, meetings, conferences, and workshops
   

Any other related as requested by Team Leader or supervisor

Role-specific knowledge and experience:

Essential requirements:

• A minimum of 5 years of driving experience is required and experience in driving VIP personnel.
• Experienced motorcyclist.  
• General Administration and management skills
• Planning, prioritizing, and organizing skills
• Problem assessment and problem-solving
• Information gathering and information monitoring
• Attention to detail and accuracy,
• Adaptability, customer service orientation
   

Role-Specific Skill:

• Good competence with SAP, Microsoft Excel, Word, and the internet
• Computer skills and knowledge of relevant software
• Knowledge of operation of standard office equipment.
• Knowledge of clerical and administrative procedures and systems such as filing and record keeping
• Knowledge of principles and practices of basic office management
• Transport Management: Will occasionally serve as office messenger and driver as needed. 
   

Role Purpose

The purpose of this role is to support the safe handling in accordance with compliance standards, of confidential materials during the multiple exchanges in country/location. This includes movement and activities related to the primary storage area known as the Confidential Materials Room (CMR). 

Main accountabilities but not limited to the following:

• Supports the functions of confidential materials handling and the Confidential Materials Room (CMR) to ensure British Council standards are met in set up and day to day operations.
• Receives and responds to enquiries from/to customers and may be a specific point of reference on queries relating to an area of nominated expertise or responsibility.  Identifies where more complex issues require resolution by others and refers them on accordingly
• Carries out instructions and requests from Cluster operations and Operations Manager efficiently and effectively.
• Ensures adherence to CMR standards and management as set forth and carries out frequent random checks to proactively prevent issues from arising.
• Manages courier SLA/performance standards and builds relationship with courier service provider in country, so that quality of services and cost elements are in accordance with standards.        
• Plans and prioritises own work activities, which span across a range of different work streams, responding to changing and at times competing requirements to ensure effective delivery of responsibilities over a weekly/monthly time horizon.

Role specific knowledge and experience:

• Experience working in a relevant field
• Experience working in an operations environment managing confidential materials
• Working in a challenging environment operating against very tight deadlines
• Experience working in a compliant and regulated environment
• Has the ability to build relationships with external stakeholders (i.e. exam boards)
• Experience of working in a high volume, busy operational environment, delivering to standard
• Experience managing teams

Minimum requirements:

• University degree in any subject or relevant qualification

Desirable:

• Experience of supporting delivery of computer-based exams
• Experience in managing logistics and/or procurement

Further Information

• Pay Band – BRC-4-F
• Salary: KES 174,668.00 plus benefits
• Contract Type – Indefinite Contract