We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For over 90 years we have shaped brighter futures through education, arts, culture, language, and creativity.
We work with people in over 150 countries and reach over 700 million people.
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
This role is responsible for supporting the planning and delivery of Test Day operations, ensuring all activities are carried out in line with British Council processes and standards. The postholder coordinates resources based on instructions received from cluster operations, often at short notice, monitors performance through operational dashboards, implements engagement plans for Venue Staff, and ensures all examination materials are securely received and stored. They support the Operations Manager in selecting venue staff and suitable venues, set performance expectations, maintain positive working relationships, and act as a key point of contact for customer enquiries, escalating complex issues where necessary. The role also proactively identifies and reports operational, logistical, technical, or resourcing challenges that may impact service delivery or customer experience.
The position contributes to continuous improvement by supporting efficient, cost-effective, and high-quality service delivery. Working closely with the Operations Manager, the postholder helps resolve customer complaints in a timely manner, coordinating input from relevant stakeholders and ensuring customers remain informed throughout the process. Strong relationships are maintained with Venue Staff, venues, and colleagues across the organisation to support effective service delivery, while escalated issues from Venue Supervisors and venues are managed with support from country and cluster teams when required.
The role also carries responsibility for risk, compliance, reporting, and team coordination. This includes leading on Test Day contingency and risk management activities, supporting compliance-related investigations, and ensuring adherence to corporate policies and procedures, including security, child protection, financial controls, and anti-fraud measures. The postholder regularly records, analyses, and reports operational data, including venue staff performance, to support informed decision-making, and leads review meetings focused on Test Day performance, continuous improvement, and corrective actions. In addition, they plan and prioritise their own workload across multiple workstreams and coordinate colleagues, contractors, and suppliers to ensure activities are completed efficiently, on time, and to agreed quality standards.
Essential
Qualifications & Skills
- Experience working in a busy operational environment delivering high levels of customer service.
- Ability to ensure compliance, risk and security standards are monitored and maintained.
- Working as a Venue Staff for Exams.
- Understanding of both IELTS and Schools Exams.
Desirable
- Experience working in Exams
- Experience of supporting delivery of computer based exams
- Understanding of Exams Delivery Compliance Requirements.
Important Information
- Job grade: 4/H
- Job Location: Uganda
- Contract duration: 7 months fixed term contract
- Closing date: 3 November 2026
- Salary: UGX: 3,199,039
This role is only open for candidates who have the legal right to live and work in the job location
