Ielts Administrator

An ASX100 business part that is owned by Australian universities, IDP is a pioneer in international education services. Our core business lines include student placement to Australia, US, UK, Canada and New Zealand institutions, English-language testing and training.
We are on a mission to build the world's leading platform and connected community to guide students along their journey to achieve their lifelong learning and career aspirations.
As a co-owner of IELTS, we deliver the English test that is trusted by more governments, universities and organisations than any other. We also operate English language teaching schools in South East Asia.
We are innovators, driven by the needs of our customers and deep data insights. Our 5,000 team members based around the world understand that our services change lives - not only of our customers, but their wider communities.
By combining empathy and professional expertise with digital excellence, we create launch pads for our customers to achieve global success.
POSITION PURPOSE
The IELTS Test Centre Administrator manages and oversees the IELTS test at test centres within a designated region.
You create an environment that enables our test takers to perform at their best and you manage resources to ensure compliance is maintained in accordance with IELTS rules and regulations.
RESPONSIBILITIES
Customer Service

Ensure all staff involved in testing are culturally sensitive.

Provide clear, comprehensive advice to general enquirers and ensure that more complex enquiries are forwarded to the correct person for a response.

Oversee all customer interaction to ensure a positive and welcoming environment at every contact point before, during and after their IELTS test

Demonstrate desired behaviour to team members by handling compliance, risk management and follow-up with difficult/complicated customers

Support the team in providing clear, comprehensive advice to customers with complex enquiries

Actively seek feedback and act to improve customer experience

Quality and Compliance

Adhere to and educate the team on IELTS manuals, company policies and guidelines

Report any risks to ensure compliance with customer safety, security policy and procedures

Ensure financial processes are conducted to IDP standards

Conduct self-audits, and partake in centre audit initiatives and the implementation of IELTS policies

Take part in regional development

Operations

Oversee the daily operation in running the centre and off-sites to ensure professional standards are upheld.

Ensure operations can continue outside of business hours in the event of delays

Oversee the management of secure materials in accordance with IELTS policies and procedures

Manage and report malpractice, security and safety incidents

Diagnose, troubleshoot and escalate network and software issues efficiently

Manage arrangements of special considerations and minors

Support the training, monitoring and management of all team members

Support the implementation of contingency procedures as required

Identify and implement new business opportunities to grow test volume at the centre and off-site.

Monitoring test day availability and capacity to ensure centre meets demands.

Provide regular management reports and statistical analysis of centre data to monitor and identify trends.

Represent the centre at IELTS conferences and contribute to regional initiatives

Communication

Give clear, consistent and comprehensive advice and instructions to customers

Encourage a positive environment by sharing knowledge and enabling high performance

Adhere to and promote communication procedures, guidelines and policies

People

Foster a team environment which facilitates cooperation and knowledge sharing and enables high performance

Support team members assisting them in ongoing professional development

Provide positive leadership to staff

WHAT WE'RE LOOKING FOR

Strong administrative and sound financial skills

Strong written and verbal communication skills

Strong analytical, research and problem-solving skills

Fluent in English

Competent user of Microsoft Office suite

Ability to plan, organise, prioritise, and execute multiple tasks within set objectives in a timely and professional manner

Interest in / experience of international education and / or testing services

Previous IELTS experience highly desirable

Tertiary qualifications or equivalent industry experience

Ability to communicate effectively across various cultures and levels

Desirable requirements
Bachelor’s degree or equivalent