IELTS Test Coordinator

About IDP Education

IDP is the global leader in international education services, delivering global success to students, test takers and our partners, through trusted human relationships, digital technology and customer research. An Australian-listed company, we operate in more than 50 countries around the world.

Our team is comprised of over 7,000 people of various nationalities, ages and cultural backgrounds. Proudly customer-first, our expert people are powered by global technology. Together, we offer unmatched services, helping local dreams become realities, all over the world.

Learn more at www.careers.idp.com

Role purpose

The Test Coordinator is responsible for overseeing the general operations and administration of the IELTS examinations offered through the Direct Testing Unit (DTU) of IELTS Australia.

The Test Coordinator will work closely with the Test Centre Manager and Assistant Test Centre Administrator to ensure the operational needs of the IELTS test are met across Queensland, ensuring compliance with the established guidelines of test operation as prescribed by the IELTS test partners. Furthermore, the Test Coordinator will coordinate resources, equipment, staffing, and supplies to ensure a smooth daily operation of test locations ensuring efficiency, compliance and customer satisfaction.

This is a Permanent - Full Time opportunity based in Brisbane
Roster Pattern - Tuesday to Saturday 

Key accountabilities

Customer Service

• Demonstrate excellent customer service, including handling difficult escalations and/or complicated customers, providing exceptional outcomes
• Provide support for clients presenting with a disability
• Support the Test Centre and Regional teams in providing clear, comprehensive advice to general enquiries or ensure that more complex enquiries are forwarded to the correct person for a response
• Other duties as requested.

Quality and Compliance

• Ensure compliance of Test Centre operations through implementation and adherence to all IELTS manuals and company policies and guidelines
• Conduct of audits on the IELTS test as scheduled
• Ability to work in a professional manner with stakeholders and in accordance with organisational values
• Escalate issues regarding risk management/ security to ensure centre compliance with security policy and procedures

Operations

• Oversee daily operations of IELTS test events across Queensland
• Supervise & schedule test day team(s) as required
• Provide ongoing training and management of test day teams including the end-to-end coordination and supervision of exams
• Ensure all required data migration activities are carried out between IELTS and IDP systems including the management and transfer of digital and paper test content Initial set-up, diagnosis and troubleshooting of any related IT issues for IELTS systems
• Assist in the implementation of test efficiency and improvement initiatives
• Coordinate all aspects of pre- and post-test activity
• Other duties as requested

Client Management

• Build and maintain relationships with internal and external stakeholders
• Ensure communication to stakeholders is consistent with approved messaging from IELTS Australia corporate
• Other duties as requested.

Required experience

• Aptitude for problem solving
• Able to build constructive and effective relationships
• Demonstrated ability to work effectively within a team
• Possess strong organisational and time management skills
• Ability to plan, organise, prioritise and execute multiple tasks within set objectives in a timely and professional manner
• Familiar with customer service principles and practices
• Solid computer skills, including Microsoft Office. Ability to perform basic diagnosis and troubleshooting of computer software, hardware, peripherals and computer network
• Availability to work extended hours and on weekends where required

Desirable experience

• Previous customer service experience in a fast-paced environment
• Experience in operations / supervision