Teaching Operations Assistant

2 weeks ago

Riyadh, Saudi Arabia British Council Full time

Teaching Operations Assistant

**Date**:29 Jan 2024

**Location**: Riyadh, Middle East and North Africa, SA

**Company**:British Council

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**
- To deliver high quality and efficient customer services to internal and external teaching centre stakeholders, meeting customers’ needs and enabling the British Council to achieve its objectives.
- To work in partnership with teachers, creating a positive English learning environment for young learners and adults.
- To help the Operations team with administrative task that ensures day-to-day running of the teaching centre.
- To support the wider aims of British Council and its cultural relations mission.

**Main opportunities/challenges for this role**:

- Assisting learners who require additional help or have specific needs.
- To deal with sometimes difficult YL behaviour, and to communicate professionally, appropriately and effectively with YL parents.
- Maintaining good relationships with teachers, contact centre, CS and NPW staff.
- Continuing personal development and attending briefing sessions throughout the year.
- Working hours in the evenings as per the operational need and the weekend pattern could be Fri/Sat or Thu/Fri.

**Main Accountabilities**:
**Young Learner Support**
- Marshall students before and after young learner classes to ensure the children’s health and safety.
- Support the teachers delivery of high quality English language teaching by supervising, monitoring and motivating the children during lessons.
- Monitor students during breaks, making sure all students are supervised until the return of the class teacher.
- Provide translation duties upon teachers’ request when necessary.
- Contribute to the development, evaluation, and improvement of English language courses, materials and related services, through participating in meetings/focus groups and providing feedback to the Young Learners team.
- Contribute to customer services by supporting customer flow and customer questions when necessary, making sure feedback received from customers is always passed onto the teacher or customer services to be followed up.

**Administration**
- Working with Operations team and Customer Services to ensure teaching standards are fully monitored and updated according to the agreed standards.
- Ensuring that attendance forms, class lists, registers, timetables, stock logs and any other documents are handled to agreed information management standards.
- Participating in the delivery of the Teaching Centre’s agreed marketing and promotion strategy by assisting in the distribution, collection and collation of surveys, feedback forms, etc.
- Prepare and print YL and adult student reports
- Add students and other details in the systems. Support and address issues of systems with the relevant team members to sort it out with quick resolution. Help customers to log in to and guide them in steps.
- Assisting in office administrative and logístical tasks such as, but not limited to, clerical work, filing, scanning, archiving, updating documents and data bases
- Maintains accurate records as they relate to the work area

**Customer Services**
- Meeting and greeting, and otherwise coordinating students on the first day of courses each term.
- Coordinating the customer flow on the first week of course by assisting and ushering students through the customer journey.
- Assisting in answering first level enquiries, face-to-face or on the phones, relating to British Council activities in country to the satisfaction of customers and according to Customer Service Standards.
- Dealing with second level (specific) enquiries or referring them to the appropriate person within the office who can deal with them.

**Safeguarding**
- Abiding by the British Council Safeguarding policy standards
- Actively monitoring young learners/Adults for signs of distress and promptly acting on concerns of abuse in line with dedicated British Council processes

In addition, other duties at no higher a responsibility level may be interchanged with/added to this list at any time.

**Key Relationships**:
**Internal**
- Teachers & Senior Teacher
- Customer Services / Contact Centre Team
- Teaching Operations Team
- NPW Team

**External**
- Customers
- Parents/guardians of Young Learners

**About You (essential requirements for the role)**:

- B1 level English
- High School

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