MARIAM KHATOON

Product Service Support
Undertake the related planning and delivery functions in preparation for Test Days in line with BC process.
Supports the functions of confidential materials handling and the Confidential Materials Room (CMR) to ensure British Council standards are met in set up and day to day operations.
Undertakes sorting and packing of exam materials to for designated test venues. Ensures exam materials are received at Test Centre and stored securely.
Supports tasks to reconcile exam materials and papers received are as per plan, report and escalate any discrepancies.
Undertake handling of suitcases and storage of materials. Ensures the proper procedures and documentation is adhered to when handing over to courier or test day staff.


Test Delivery Support
Manage or support the Test Day Supervisor to manage tests delivery. Maintain the integrity and reputation of the British Council and the various examination boards by ensuring that tests are delivered to prescribed customer service, security and administration standards.
Inspect the venue to ensure that arrangements meet agreed requirements and standards.
Be familiar with the emergency procedures for the test day venue and ensure all venue staff are briefed accordingly.
Ensure that all test day records are completed and maintained accurately as required by British Council Examinations Services.
Whenever possible, resolve issues that arise on the day according to procedures.
Report any incidents, emergencies or breaches of security to the appropriate British Council Examinations Services staff.


Customer support
Receives and responds to enquiries from/to customers and may be a specific point of reference on queries relating to an area of nominated expertise or responsibility. 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, logistical or technical difficulties) and proactively alerts the team leader to any issues of concern that are likely to impact service/project/task delivery or customer experience.


Risk and Compliance
Undertake contingency and risk management on the ground, liaise with Customer Service, Examiner or Venue Staff to ensure alignment on communications Leads in providing support related to compliance or investigations on Test Day and related issues.
Follows agreed corporate risk management processes and procedures when delivering services (e.g. child protection, security policies, financial protocols, anti-fraud measures) to protect the interests of the BC and its customers at all times.
Ensure adherence to CMR standards and management as set forth and carry out frequent random checks to proactively prevent issues from arising.
Provide support and reporting for audits and performance reviews.


Finance & Resource Management
Monitors and takes responsibility for small-scale resources/cash/stock, following established procedures and ensures that equipment and materials are available and ready to use when needed


Managing self & others
Plans and prioritises own work activities, which span across a range of different work streams, responding to changing and at times competing requirements to ensure effective delivery of responsibilities over a weekly/monthly time horizon.
Tasks and coordinates others (e.g. internal colleagues or external contractors/suppliers) to complete time-limited, straightforward activities, within established procedures, in order to ensure efficient delivery of services. Monitors task completion to agreed quality and time standards.

Accountabilities, responsibilities and main duties: (including people management and finance)
 Comply with all tenets of Quality and Compliance Assessment, including local regulations as defined by Country Exams Manager
 Ensuring complete security of the exam materials always.
 Instantaneous logging of the secured materials into appropriate logs.
 Accurate Sorting of all received materials in CMR within 48 hours followed with proper storage of the materials segregated by dates and products.
 Having complete knowledge of the CM journey and maintaining an up to date stock register for all products.
 Securely destroying confidential materials upon approval of product heads and confirmation from UK Exam Boards, Universities/Schools.
 Ensuring secured dispatches of confidential materials from CMR in secured bags or packages.
 Creating airway bills using various courier services software, making sure to use precise addresses and account numbers including shipper’s reference (WBS).
 Booking shipment pick-ups through phone calls and emails.
 Handing over of confidential materials to the test day invigilators and briefing them about the product policies which would help them conduct the exam smoothly.
 Participate in discussions and contribute to the improvement of working style in CMR and CMR outlook by suggesting ideas to CMR officer/manager.
 Take additional responsibilities as assigned by Examinations Services Officer/Manager whenever needed.

Having my work experience as a Visa Assistant in the British Embassy I was trained on how to handle Visa application procedures which included:
 Uploading entry clearance application data into the restricted system.
 Handling security checks of the applicant.
 Undertaking document verification checks. In charge of keeping records of all confidential materials being stored and destroyed at the CMR.
Quarterly updating IELTS permanent stock register which immensely contributes to successful IELTS
audit every year.
Effective communication and engagement with the courier service provider to meet the quality of
services and cost elements in accordance with standards.
 Maintaining a record of passports coming inside the embassy and being scanned out of the embassy.
 Processing dispatches of visas that have been issued and printed by visa writers by carefully embossing the BE emblem over the visas and packing individual’s passport into courier dispatching bags holding the correct tracking number.
 Stamp refusals on passport and inputting the application status into the system and recording the reasons for refusal of visa and then dispatching the passport to the applicant.
 Processing applications of various categories (2 tire visa, 3 tire vis, household employees visa, etc.) updating their status onto the system and place them in correct locations for further processing by officers.
 Being flexible to daily tasks rotations.
 Deal with the customer service email replies of the British Embassy.
 Undertaking routine telephone inquiries in connection with visa applications in English.
 Dealing with routine correspondence and other inquiries from the members of the public.
 Carrying out AD HOC administrative tasks as and when required
 Understand and satisfy the needs of the customer and guide them according to the rules and policy.
 Handling confidential materials and maintaining the confidentiality of the Organization.