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Teaching Operations Coordinator

1 month ago

Hanoi, Vietnam British Council Full time

Teaching Operations Coordinator

**Date**:10-Feb-2023

**Location**: Hanoi, East Asia, VN

**Company**:British Council

We are replacing the global advert header with a new header in line with branding recommendations. The new text will read as follows:
We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.

We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021-22 we reached 650 million people.

**Role Purpose**:
To provide key coordination and logístical support to ensure the smooth running of the teaching operation.

**Main accountabilities but not limited to the following**:
**Service and product delivery support**
- Delivers a range of administrative and/or customer services within agreed corporate procedures, to maximise quality, continuity and efficiency.
- Ensures student registration, customer care and re-registration processes are compliant with corporate policies and support effective teaching, learning and service standards.
- Maintains accurate records (for example, customer and financial) that are compliant with corporate requirements. Drafts routine and some non-standard documentation, reports or financial analysis/reconciliations.
- Performs basic analysis and review data/tasks/information, to support process improvement.
- Provides logístical support within the Teaching centre and supports delivery of internal and external activities, to ensure they run smoothly and efficiently.

**Customer support**
- Receives and responds to enquiries from/to customers, and may be a specific point of reference for queries. 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, logístical or technical difficulties) and proactively alerts the relevant team to any issues of concern that are likely to impact teaching delivery/customer experience.
- Proactively communicates and liaises with others to ensure effective coordination and delivery of events, services and activities.
- Builds an understanding of relevant contacts and teams to enable effective resolution of issues when they arise.

**Risk and compliance**
- Understands and adheres to risk management procedures relevant to teaching delivery (e.g. child protection, security policies, financial protocols, anti-fraud measures) to protect the interests of the British Council and its customers at all times. Highlights to senior managers any instances of non-compliance.
- Ensures compliance with corporate requirements when handling financial or customer data to support effective reporting and decision making.

**Commercial & resource management**
- Monitors and takes responsibility for small-scale resources, following established procedures and ensures that equipment and materials are available and ready to use when needed.

**Managing self and others**
- Plans and prioritises own work activities, responding to changing requirements to ensure effective delivery of responsibilities over a daily/weekly time horizon.
- Tasks and coordinates others (e.g. internal colleagues or external suppliers) to complete tasks within established procedures, in order to ensure efficient delivery of services. Monitors task completion to agreed quality and time standards.

**Role specific knowledge and experience**:
Essential
- Experience in a customer focused environment.

**Further Information**:
Pay Band: 4 / Grade H
Contract Type: Fixed Term Contract, 2 years
Location: Mac Plaza Ha Dong, Vietnam
**Requirements**:

- Having Bachelor degree as the minimum
- Local language at C2 level for speaking and writing. English level at B2/C1 speaking and writing

**Closing Date: Thursday, 23 February 2023- 23:59 Vietnam Time (GMT +7)**

A connected and trusted UK in a more connected and trusted world.

**Equality, Diversity, and Inclusion (EDI) Statement**

The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work a

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