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IELTS Assistant Administrator

IELTS | Auckland, New Zealand | Full Time

Job Description

IDP Education Limited is an ASX listed company that is 50% owned by 38 Australian universities and headquartered in Melbourne, Australia.  IDP’s core business lines include student placement to Australia, US, UK, Canada and New Zealand institutions, English-language testing and training. 

We are setting out to be the world's leading platform and connected international student community through building tons of new products to put our customers at the heart of everything we do.

For over 45 years our global network of 93 offices has been helping students to achieve their goals through studying abroad. By pursuing a global education at the beginning of their careers, we help them experience life-changing opportunities.  For more than 2,000 employees in more than 50 countries, IDP Education is a specialist employer of choice in major cities across the globe. 

If you share our passion in helping people to pursue their dreams through education and thrive in an innovative agile digital culture then come and join us as we undergo our digital revolution.

POSITION PURPOSE

The IELTS Assistant Administrator is responsible for assisting the Test Centre Manager (TCM) in administering the IELTS examinations offered through the Direct Testing Unit (DTU) of IELTS Australia. The IELTS test is delivered via both computer, and paper.

The IELTS Assistant Administrator will work closely with the TCM in managing the test centres, ensuring compliance with the established guidelines of test operation and management as prescribed by the IELTS test partners. Furthermore, the Assistant Administrator will support the TCM to lead a motivated team to meet its goals of efficiency, compliance and customer satisfaction.

RESPONSIBILITIES 

  • Ensure all test takers receive exemplary customer experience at every contact point before, during and after sitting the IELTS test
  • Ensure all staff involved in testing are culturally sensitive
  • Provide services and support to test takers with a disability
  • Support the Test Centre team in providing clear, comprehensive advice to general enquiries or ensure that more complex enquiries are forwarded to the correct person for a response
  • Manage customer enquiries and complaints at the front desk, and through telephone and email
  • Demonstrate desired behaviours to staff including customer service, handling difficult and/or complicated customers, compliance and risk awareness, and follow-up with customers
  • Monitor customer satisfaction
  • Other duties as requested
  • Assist the TCM in the conduct of audits on the relevant IELTS test centre as scheduled and provide documented feedback and reports
  • Ensure test centre and off-site testing operations are managed within the IELTS operating procedures
  • Ensure adherence to all IELTS manuals and company policies and guidelines
  • Ensure adherence to PSN policy and procedure of all Examiner Trainers and Examiners
  • Assist with the development and implementation of IELTS policies
  • Ability to work in a professional manner with stakeholders and in accordance with organisational values
  • Inform TCM of issues regarding risk management/ security to ensure centre compliance with security policy and procedures
  • Other duties as requested
  • Work with the TCM on IELTS Partner Projects, including the implementation of computer delivered IELTS testing and UKVI operations
  • Assist the TCM with preparation of management reports
  • Participate in reviews of IELTS manuals and procedures for test enhancement
  • Participate in reviews of IELTS promotional material
  • Assist the TCM with providing a strong leadership presence and control during the test, while ensuring that all customers receive good service
  • Assist the TCM in diagnosing, organising, planning and implementing improvements
  • Support the TCM in the management of test centre Examiners, including recruitment, training, (re)certification and monitoring within the Professional Support Network guidelines
  • Assist the TCM with financial and statistical recording and payment authorisations are conducted accurately and on time
  • Scheduling of staff, updating changes and making arrangements in case of cancellations in a timely manner
  • Oversee operations of the tests conducted in the designated city
  • Responsible for controlling inventory stock levels and reordering as necessary within budget
  • Ensure data entry is completed timely and accurately
  •  Supervise the timely delivery of results to customers and Recognising Organisations
  • Installation and set-up of computers and systems used for the test
  • Ensure that all test centre equipment is functioning properly and arrange for maintenance and repairs when needed
  • Perform data migration activities between IELTS and IDP systems
  • Pre-test preparation of Connect+ and validation of content download
  • Initial diagnosis and troubleshooting of IT issues
  • Execution of test contingencies
  • Other duties as requested
  • Build and maintain a good working relationship with stakeholders both internal and external. Communication to stakeholders is consistent with approved messaging from IELTS Australia corporate
  • Other duties as requested

WHAT WE'RE LOOKING FOR

  • Problem solving and decision-making qualities: Able to solve problems with effective solutions
  • Relationship management: Able to build constructive and effective relationships
  • Ability to influence at all levels, as well as a demonstrated ability to work effectively within a team and be assertive in driving successful management strategies
  • Planning and priority setting: Demonstrate an ability to set objectives and goals and organize work appropriately to meet and exceed goals
  • Possess strong organisational and time management skills
  • Ability to plan, organise, prioritise and execute multiple tasks within set objectives in a timely and professional manner
  • Familiar with financial and customer service principles and practices
  • Demonstrates strong listening, written and oral communication skills
  • Availability to work on weekends if needed
  • Solid computer skills, including Microsoft Office
  • Ability to perform basic diagnosis and troubleshooting of computer software, hardware, peripherals and computer network
  • Previous customer service experience is highly desirable
  • Tertiary qualifications or equivalent industry experience

 

WORKING AT IDP

IDP Education’s ongoing success comes from our highly committed and caring employees around the globe.  We encourage teamwork in order to leverage our people's diverse talents and expertise through effective collaboration and cooperation throughout our business.
We strive to provide a working environment where people are encouraged to excel, be creative and seek new ways to solve problems, take initiative, generate opportunities and be accountable for their actions.

We believe in developing dynamic, inclusive work places that encourage and celebrate cultural differences and views, and provide opportunities for personal, professional and career development all around the world.  We respect diversity in our people: their ideas, work styles and perspectives as well as offering flexibility to ensure employees enjoy a satisfying balance of work and personal life.