Teaching Operations Assistant

Teaching Operations Assistant

Date: ‎17 Aug ‎2023
Location: Riyadh, Middle East and North Africa, SA
Company: British Council
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 deliver high quality and efficient customer services to internal and external teaching centre stakeholders, meeting customers' needs and enabling the British Council to achieve its objectives.
* To work in partnership with teachers, creating a positive English learning environment for young learners and adults.
* To help the Operations team with administrative task that ensures day-to-day running of the teaching centre.
* To support the wider aims of British Council and its cultural relations mission.

Main opportunities/challenges for this role:
* Assisting learners who require additional help or have specific needs.
* To deal with sometimes difficult YL behaviour, and to communicate professionally, appropriately and effectively with YL parents.
* Maintaining good relationships with teachers, contact centre, CS and NPW staff.
* Continuing personal development and attending briefing sessions throughout the year.
* Working hours in the evenings as per the operational need and the weekend pattern could be Fri/Sat or Thu/Fri.

Main Accountabilities:
Young Learner Support
* Marshall students before and after young learner classes to ensure the children's health and safety.
* Support the teachers delivery of high quality English language teaching by supervising, monitoring and motivating the children during lessons.
* Monitor students during breaks, making sure all students are supervised until the return of the class teacher.
* Provide translation duties upon teachers' request when necessary.
* Contribute to the development, evaluation, and improvement of English language courses, materials and related services, through participating in meetings/focus groups and providing feedback to the Young Learners team.
* Contribute to customer services by supporting customer flow and customer questions when necessary, making sure feedback received from customers is always passed onto the teacher or customer services to be followed up.

Administration
* Working with Operations team and Customer Services to ensure teaching standards are fully monitored and updated according to the agreed standards.
* Ensuring that attendance forms, class lists, registers, timetables, stock logs and any other documents are handled to agreed information management standards.
* Participating in the delivery of the Teaching Centre's agreed marketing and promotion strategy by assisting in the distribution, collection and collation of surveys, feedback forms, etc.
* Prepare and print YL and adult student reports
* Add students and other details in the systems. Support and address issues of systems with the relevant team members to sort it out with quick resolution. Help customers to log in to and guide them in steps.
* Assisting in office administrative and logistical tasks such as, but not limited to, clerical work, filing, scanning, archiving, updating documents and data bases
* Maintains accurate records as they relate to the work area

Customer Services
* Meeting and greeting, and otherwise coordinating students on the first day of courses each term.
* Coordinating the customer flow on the first week of course by assisting and ushering students through the customer journey.
* Assisting in answering first level enquiries, face-to-face or on the phones, relating to British Council activities in country to the satisfaction of customers and according to Customer Service Standards.
* Dealing with second level (specific) enquiries or referring them to the appropriate person within the office who can deal with them.
* Responding appropriately to email / letter enquiries.

Safeguarding
* Abiding by the British Council Safeguarding policy standards
* Actively monitoring young learners/Adults for signs of distress and promptly acting on concerns of abuse in line with dedicated British Council processes

In addition, other duties at no higher a responsibility level may be
interchanged with/added to this list at any time.

Key Relationships:
Internal
* Teachers & Senior Teacher
* Customer Services / Contact Centre Team
* Teaching Operations Team
* NPW Team

External
* Customers
* Parents/guardians of Young Learners

About You (essential requirements for the role):
* B1 level English
* High School Certificate
* Experience of working as part of a team
* Intermediate command of MS Excel, Word and Outlook.

Desirable requirements:
* B1 level Arabic
* Working toward gaining or have a university qualification, preferably related to teaching.
* Experience of working with children
* Experience working in a multi-cultural organisation in an international context

Further Information
* Number of positions: ‎1
* Job PB: ‎2-J
* Job type: Full time
* Location: KSA - Riyadh
* Deadline to receive applications: August ‎31, ‎2023

Please note that all applications should be submitted in English only.
It is advisable to apply in advance to avoid any technical issues at the
last moment

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 and activities.

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; these will
include qualification checks, reference checks, identity & criminal record
checks in line with legal requirements and with the British Council's
Safeguarding policies for Adults and Children.

If you have any problems with your application please email
[email protected]

Please note: Applications to this role can only be considered when made
through the Apply section of our careers website. Our 'ASK HR' email is only
to be used in case of a technical issue encountered when applying through the
careers website. Emails with supporting statements and CV/Resumes sent to this
email address will not be reviewed and will be deleted.