IELTS Test Coordinator

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 Coordinator is responsible for overseeing the general operations and administration of the IELTS examinations offered through the Direct Testing Unit (DTU) of IELTS Australia.

The Test Centre Coordinator will work closely with the Test Centre Administrator to ensure the logistical needs of the test centre are met, ensuring compliance with the established guidelines of test operation as prescribed by the IELTS test partners. Furthermore, the Test Centre Coordinator will coordinate resources, equipment and supplies to ensure a smooth daily operation of the test centre as to meet its goals of efficiency, compliance and customer satisfaction.

This is a Permanent - Full Time opportunity based in Brisbane

Shift - Tuesday to Saturday

Key accountabilities

Customer Service

• Demonstrate desired behaviours to staff including customer service, handling difficult and/or complicated customers, compliance and risk awareness, and follow-up with customers
• Provide services and support to clients 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
• Support the test day team to manage customer enquiries and complaints at the front desk, and through telephone and email
• Other duties as requested
  
  

Quality and Compliance

• Assist the TCA in the conduct of audits on the relevant IELTS test centre as scheduled
• Ensure adherence to all IELTS manuals and company policies and guidelines
• Assist with the implementation of IELTS policies
• Ability to work in a professional manner with stakeholders and in accordance with organisational values
• Escalate issues regarding risk management/ security to ensure centre compliance with security policy and procedures
  
  

Operations

• Oversee daily operations of the test centre
• Allocate and oversee the test day team, ensuring that all customers receive exemplary service
• Assist with the scheduling of staff, managing changes and making arrangements in case of cancellations in a timely manner
• Support in the training and management of test day teams including the end-to-end coordination and supervision of exams
• Assist in the implementation of test centre improvements
• Support with the arrangements for disability test takers Responsible for controlling and maintaining inventory stock levels and related testing equipment.
• Ensure all required data migration activities are carried out between IELTS and IDP systems including the management and transfer of digital and paper test content Initial set-up, diagnosis and troubleshooting of any related IT issues for IELTS systems
• Coordinate all aspects of post-test activity, ensuring candidate materials are delivered to Mark Manager, results entry, marking and recording of jagged profiles, EOR management and results processing. Implementation of test contingencies when indicated by the TCA
• Other duties as requested
  
  

Client Management

• 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
  
  

Required Experience

• Aptitude for problem solving
• Able to build constructive and effective relationships
• Demonstrated ability to work effectively within a team and being assertive
• 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 customer service principles and practices
• Demonstrates strong listening, written and oral communication skills
• Solid computer skills, including Microsoft Office Ability to perform basic diagnosis and troubleshooting of computer software, hardware, peripherals and computer network
• Availability to work extended hours and on weekends
• Previous customer service experience is highly desirable
• Tertiary qualifications
• Experience as an operations coordinator or similar role