Teaching Operations Assistant

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 :

The Teaching Centre in Greece continues to expand rapidly, and we enjoy a strong reputation in Greece as the leading provider of English language courses.

Current performance of Teaching is strong and there are ambitious growth targets. As a member of the Teaching Centre Operations team, the post-holder will be based in Athens.

The post-holder will work directly under Teaching Centre Operations Manager. The main purpose of the job is to provide key coordination and logistical support to ensure the smooth running of the teaching operation.

This is a role which is mainly based in our Kolonaki Teaching Centre and will normally follow a Tuesday to Saturday working week.

35 hours per week, depending on the position occupied full-time. The successful candidate will work in shifts (11 : 30-19 : 00 or 13 : 30-21 : 00 on 4 weekdays and 10 : 00-17.

30 on Saturdays, covering the opening hours of the Teaching Centre. Based on the operational requirements, the shifts may alternate.

Evening and weekend working is required on a regular basis. It will be important to plan leave carefully to work around registration for English courses and busy periods.

Main Accountabilities for this role :

Service and product delivery support

Delivers a range of administrative and / or customer services within agreed corporate procedures, to maximise quality, continuity and efficiency.

Ensures student registration, customer care and re-registration processes are compliant with corporate policies and support effective teaching, learning and service standards.

Supports Operations Co-ordinator in the setting up and populating of the Student Management System end ensuring this is reflected in the Webshop.

Maintains accurate records and datbases that are compliant with corporate requirements. Prepares routine and some non-standard documentation, reports or records of payment

Provides logistical support within the Teaching centre and supports delivery of internal and external activities, to ensure they run smoothly and efficiently.

Customer support

Receives and responds to enquiries from / to customers and may be a specific point of reference for queries. Identifies where more complex issues require resolution by others and refers them on accordingly.

Counsel potential students based on their current level of English, in order to agree and choose an English course.

Recognises and understands the impact of incidents arising (e.g. complaints, resourcing problems, logistical or technical difficulties) and proactively alerts the relevant team to any issues of concern that are likely to impact teaching delivery / customer experience.

Proactively communicates and liaises with others to ensure effective coordination and delivery of events, services and activities.

Builds an understanding of relevant contacts and teams to enable effective resolution of issues when they arise.

Assists with the safeguarding of children and vulnerable adults on Bitish Council premises as well as during their arrival and departure from said premises.

Risk and compliance

Understands and adheres to risk management procedures relevant to teaching delivery (e.g. child protection, security policies, financial protocols, anti-fraud measures) to protect the interests of the British Council and its customers at all times.

Highlights to senior managers any instances of non-compliance.

Ensures compliance with corporate requirements when handling financial or customer data to support effective reporting and decision making.

Commercial & resource management

Monitors and takes responsibility for small-scale resources, following established procedures and ensures that equipment and materials are available and ready to use when needed.

Managing self and others

Plans and prioritises own work activities, responding to changing requirements to ensure effective delivery of responsibilities over a daily / weekly time horizon.

Completes tasks within established procedures, in order to ensure efficient delivery of services. Monitors task completion to agreed quality and time standards.

Essential qualification for the role would be :

• Experience in a customer focused environment.
• Greek
• C1 level proficiency English

Desirable

• Knowledge of student management and learner management systems.
• Some knowledge of teaching methods desirable.
• A bachelor’s degree in business administration with relevant coursework in business communication, economics, finance and management desirable.

Further details : Pay band : 2 / J

Pay band : 2 / J

Location : Greece

Contract type : 16 months fixed term contract

Requirements : Candidates must have the right to work in Greece

Closing date and time : Friday 10th May 2024

A connected and trusted UK in a more connected and trusted world.

Equality , Diversity, and Inclusion (EDI) Statement