We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, and creativity. We work with people in over 150 countries and reach over 700 million people. We connect. We inspire

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)

Knowledge and Experience

• Minimum/essential 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.

Desired Candidate Profile

• Minimum/essential 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.
• Degree or equivalent experience.
• Essential: English level at C1 speaking and writing
• Candidates must have the pre-existing, legal right to work in Jordan, at the time of application.