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Role Purpose
Coordinate and oversee the operational activities required to deliver high-quality exam services to Business-to-Organisation (B2O) clients, ensuring all services are delivered accurately, efficiently and in full compliance with British Council policies, processes and awarding body requirements.
Working closely with Account Support, Delivery, Planning, Finance and other operational teams, the role manages critical delivery processes including registrations, scheduling, billing, payment tracking and post-exam administration. The postholder ensures operational readiness, monitors service quality, resolves delivery issues and supports the consistent execution of contracted services.
Through effective coordination, quality control and stakeholder collaboration, the role enables a seamless exam delivery experience for institutional clients, supports operational excellence and contributes to the successful growth of the British Council’s Exams business.
Main Accountabilities
Service Delivery
The role is responsible for coordinating the operational delivery of contracted examinations services for institutional (B2O) clients, ensuring all activities are completed accurately, efficiently, and in line with British Council and awarding body standards. The postholder oversees and monitors registration, scheduling, pre-test, test-day, and post-test processes, ensuring operational readiness for all exam sessions, including venue arrangements, materials, workforce requirements, special arrangements, and data accuracy. The role works closely with shared service and operational teams to monitor workflow completion, manage exceptions, and ensure any issues are promptly resolved. The postholder also coordinates operational engagement with awarding bodies and maintains accurate records to support reporting, audit requirements, and service excellence.
Risk & Compliance
The role ensures all operational activities comply with examination security requirements, safeguarding standards, data protection legislation, and awarding body regulations. The postholder identifies, monitors, and escalates operational risks, conducts quality assurance checks on service delivery activities, and ensures adherence to service level agreements, standard operating procedures, and quality standards. The role supports internal and external audits by maintaining accurate documentation, ensuring process transparency, and implementing corrective actions where required.
Customer & Stakeholder Management
The role works collaboratively with Account Support, Delivery, Planning, Workforce Resourcing, Customer Service, Finance, and shared service teams to ensure the effective delivery of B2O examination services. The postholder provides timely operational updates, manages operational escalations, and ensures stakeholders have the information required to support excellent customer service and delivery outcomes. The role contributes operational expertise and insights to improve service quality, strengthen institutional client relationships, and support continuous improvement initiatives.
Financial & Resource Management
The role supports the financial administration of B2O examination services by ensuring invoicing, credit notes, payment adjustments, and related financial processes are completed accurately and in accordance with established controls and procedures. The postholder monitors payment status, supports debt management activities, and works closely with Finance and customer-facing teams to resolve any payment-related issues. The role contributes to cost-effective service delivery through accurate operational planning, scheduling, and effective management of resources while minimising operational errors and rework.
Leadership & Management
The role supports the induction, training, and ongoing development of operational teams, ensuring colleagues understand processes, standards, and customer requirements. The postholder provides operational guidance and clarity to teams involved in B2O service delivery, promoting consistency, quality, compliance, and continuous improvement across all operational activities. Through effective collaboration and knowledge sharing, the role contributes to the successful delivery of business objectives and a high-performing service culture.
Role Specific Skills
- Workforce scheduling & allocation
- Stakeholder communication & coordination
- Data accuracy and process control
- Knowledge of financial and invoicing processes (SAP desirable).
- Compliance management (safeguarding, exam security)
Minimum/essential
Knowledge and Experience
- Experience coordinating secure, regulated service delivery (e.g. exams, logistics, events)
- Understanding of compliance, safeguarding or screening requirements
- Strong process management and organisational skills
- Ability to work to deadlines in a fast-paced delivery environment
- Experience supervising staff or contractors.
Desirable
- Knowledge of Teaching or Exams operations
- Experience working with shared services / outsourced delivery teams
- Experience with financial workflow support such as billing or payment tracking.
Education
- Degree or equivalent experience.
Languages
Essential
- English level at C1 speaking and writing
Closing Date: Applications will close at 23:59 PM Jordan time on Thursday, 29 October 2026
Please note that candidates must have the pre-existing, legal right to work in Jordan, at the time of application.
Important Information
Location: Amman, Jordan
Contract Type: FTC, renewable, full time.
Pay-band: 4
Salary: 645 JOD, gross per month
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
