Company: British Council
Location: Malawi
Job Type: Full Time
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.
Working with people in over 200 countries and territories, we are on the ground in more than 100 countries.
We connect. We inspire.
Role Purpose
The purpose of this role is to ensure effective and efficient delivery of Exams. To manage Venue Supervisor engagement, relationship and performance. To co-ordinate and manage any risk or issue resolution, including co-ordination of customer communication directly or through customer services. To be point of contact for Venues/Venue Supervisors on the day. This role will be required to work test days which will involve weekend work as part of the contracted hours.
Main Accountabilities
You will play a central role in planning and delivering successful Test Days, coordinating activities in line with BC processes and working closely with Cluster Operations and the Operations Manager. Often operating at short notice, you will organise resources effectively, monitor performance through dashboards, deploy engagement plans for Venue Staff, and support the selection of suitable venues and supervisors. You will also ensure exam materials are received, handled, and stored securely, setting clear performance expectations while maintaining positive working relationships.
Providing a high‑quality customer and stakeholder experience is core to this role. You will act as a key point of contact for customer enquiries and venue‑related issues, resolving concerns where possible and escalating complex matters appropriately. You will proactively identify incidents—such as complaints, resourcing, logistical, or technical challenges—and work with the Operations Manager and wider teams to deliver timely, well‑communicated resolutions. Strong relationship‑building with Venue Staff and internal colleagues is essential to ensure efficient service delivery and continuous improvement.
You will manage risk and compliance on the ground, leading contingency planning and supporting investigations or compliance activity on Test Days, while adhering to corporate risk, safeguarding, security, and anti‑fraud procedures. Using structured reporting and analysis, you will provide insights on operational performance, lead Test Day review meetings, and agree corrective actions. Alongside this, you will manage and prioritise your own workload across multiple workstreams, coordinating colleagues or external partners to deliver tasks to agreed quality and timelines.
Qualifications
Education
Essential: Undergraduate degree or equivalent qualification/experience.
Desirable: Post-graduate qualification
Essential
Skills and experience:
Desirable
Important Information
This role is only open for candidates who have the legal right to live and work at the job location.
A connected and trusted UK in a more connected and trusted world.
Equality, Diversity and Inclusion Statement
We are committed to equality, diversity and inclusion and welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work. The British Council is a Disability Confident Employer. The Disability Confident scheme helps challenge attitudes, increase understanding of disability and ensure staff are drawn from the widest possible pool of talent. We guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.
Safeguarding Statement
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 in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.
If you experience any difficulties with submitting your application, please email askhr@britishcouncil.org