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Main accountabilities but not limited to the following:

Product Service Support

• Undertakes the related planning and delivery functions in preparation for Test Days in line with BC processes

• Receives instructions and requests from cluster operations, 5 days before Test Day itself and plans and organizes given resources accordingly (often at short notice) to ensure that work is carried out efficiently and effectively

• Scan dashboards to monitor performance and identify issues

Customer support

• Receives and responds to inquiries from/to customers and maybe a specific point of reference on queries relating to an area of nominated expertise or responsibility. Identifies where more complex issues require resolution by others and refers them accordingly

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

Relationship & stakeholder management

• Supports continuous improvement in the efficiency/cost-effectiveness/quality of service delivery/systems in the unit or department

• Proactively works with the Operations Manager to deliver satisfactory and timely resolution of customer (internal or external) complaints, coordinating input from other team members as required. Ensures the customer is kept informed throughout the process.

• Develops good working relationships and engagement with Venue Staff and appropriate colleagues throughout the BC to facilitate effective and efficient service delivery.

Risk and Compliance

• Undertakes contingency and risk management on the ground, liaises with Customer Service, Examiner, or Venue Staff to ensure alignment on communications

• Leads in providing support related to compliance or investigations on Test Day and related issues.

• Follows agreed corporate risk management processes and procedures when delivering services (e.g. Child protection, security policies, financial protocols, anti-fraud measures) to protect the interests of the BC and its customers at all times.

Analysis & Reporting

• Uses standard procedures and templates, regularly records, analyses, and reports on operational activity such as venue staff performance to support senior managers in making timely and effective business decisions that respond to operational needs.

• Leads meetings to review Test Day performance delivery, continual improvement, and corrective actions.