IELTS Operations Assistant
- Support the Test Centre in providing outstanding customer service for IELTS testing.
- Manage test day activities and ensure compliance with IELTS standards.
- Contribute to a culture of continuous improvement and best practices.
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.
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Role purpose
The IELTS Operations Assistant at Sydney supports the Test Centre to ensure an outstanding service is provided to all customers and that operations are conducted in accordance with IELTS rules and regulations. This requires coordination with other members of the Test Centre team, management of customer enquiries and other pre-test, test day and post-test activities to ensure the Test Centre meets its goals of efficiency, compliance and customer satisfaction.
This is a casual role for our IELTS testing location at Sydney.
Shifts: 2 or 3 shifts a week (both weekdays and weekends)
Remuneration: The IELTS Operations Assistant is paid $34.44 per hour.
Key accountabilities
Customer Service
- Ensure all customers receive an outstanding experience at every point of their journey before, during and after the test – in person.
- Build and maintain a good working relationship with internal and external stakeholders
- Provide advice relating to official IELTS preparation tools and IDP services
- Support clients with a diverse range of backgrounds and abilities
- Contribute to a supportive, innovative and customer-focused team culture
Operations Management
- Management of test day activities including customer registration and supervision of the test
- Preparation of test day documents
- Updating digital databases and records
- Oversee and update the schedule of Speaking tests
- Ensuring the proper management of secure and confidential materials
- Problem-solving and troubleshooting technical systems including hardware and software platforms
- Contribute to a culture of continuous improvement and best practice
Quality and Compliance
- Ensure all pre-test, test day and post-test activities meet IELTS standards
- Ensuring all data is entered, stored, updated and accessed whilst maintaining security and confidentiality
- Responding to any incidents or potential security risks
- Completion of required training policy acknowledgments
- Carry out work in a professional manner in accordance with organisational values
- Contribute to a culture of quality, integrity and excellence
Required experience
- Excellent verbal and written communications skills
- Outstanding customer service
- Strong problem-solving and decision-making
- Demonstrated ability to work independently and effectively within a team
- Customer and quality-focused with strong attention to detail
- Strong organisational and time management skills with the ability to plan, organise, prioritise and execute multiple tasks within set objectives in a timely and professional manner
- Experience using MS Office, Microsoft Teams and confidence to work with a range of other technologies
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