Exams Account Relationships Manager

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language. We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK. These connections lead to an understanding of each other's strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

Role Purpose

The purpose of this role is to build relationships, identify needs and enhance opportunities with key accounts (schools, universities, corporates etc) and stakeholders to meet business related targets. The role is also required to proactively resolve issues, create and add value as well as ensure delivery on expectations. On a daily basis the role executes the country school exams key account strategy and plan.

The Exams Account Relationships Manager ensures that a custom set of value-added services is provided with excellence to British Council Partner Schools. He/she continuously revises this set and develops new value-added services that aim to maintain a valuable partnership with the British Council.

The job sits in the Examinations Services team in Jordan which consists of approximately 25 staff members. He/she should be working very closely with the whole exam team to ensure an efficient implementation of the British Council exams in Jordan. Excellent customer and client service and effective and secure exams delivery are essential to continued growth of the business.

Main Accountabilities

Relationship Management:

• Securing key accounts (top British Council Partner Schools)
• Networking with a diverse type of clients, customers and stakeholders
• Optimising skills in planning and identifying best options to manage resources under a dynamic and intense operational context
• Develop strategy to protect the business and maintain a healthy relationship with the schools.
• Develop and maintain healthy relationship with the exams awarding bodies and partners
• Manage events and relationships and their budgets based on business needs.
• Work closely with school exams operations manager and have the right link to achieve satisfaction for all partner schools
• Ensure having ongoing product knowledge about school exams and operations.
• Enhance relations with schools’ candidates through dedicated provision of information and resolution of second-level enquiries
• Develop new resources as needed to support British Council Partner Schools, in order to build and ensure a comprehensive portfolio of value-added services, and CPD/training programmes for school leaders, principals, coordinators and teachers
• Research the needs of customers and stakeholders so that appropriate value-added services are delivered successfully. Evaluate the quality of these services and customer satisfaction levels; act on feedback to improve and develop service delivery
• Maintain effective, productive relationships with local, regional and UK awarding body representatives
• Construct and maintain a national database of schools across Jordan; analyse and identify potential schools to be attached to the British Council

Winning Business

• Practice relationship management, development and review – (including mapping and delivering F2F touchpoints, annual and quarterly reviews for big accounts) in collaboration with the Exams Business development Manager

Market and Customer Intelligence

• Link with Marketing team for targeted events, campaigns and collateral to support retention and value-added initiatives
• Understanding and foreseeing country conditions to spot and act on opportunities
• Ensure customer satisfaction

Account/Stakeholders Management

• Develop a comprehensive Account Management Policy and ensure its seamless delivery and implementation through leading a team of Account Relationships Officers.
• Manage and deliver in year key accounts plan
• Develops out of year key accounts plan
• Link with B2B support from Operations team to set and review quality of delivery to support account relationship management
• Work to defined account relationship standards and frameworks
• Prioritise own work activities, from long terms plans into day to day activities

Analysis and Reporting

• Develop and implement standard procedures and templates for regular analysis and reporting on operational activity levels and performance data, to support senior managers in making timely and effective business decisions that respond to operational needs

Quality Assurance

• Liaise with stakeholders to ensure the expectations of partnership agreements are understood and signed off by all involved parties
• Develop systems/tools to support collating needed information and analysis on performance and delivery standards to monitor progress, ensure consistency and adherence, identify trends and develop support and improvement plans when needed

Professional development

• Undertake appropriate professional training and product familiarisation in order to maximise personal effectiveness and potential.
• Ensure school exams team benefit from appropriate local, regional or self-access training

About You (essential Requirements For The Role)

• Two years of experience as account relationships manager or in a similar role.
• Experience in leading a small sized team across various locations
• Experience in account management, building relationships and managing networks of stakeholders
• Experience working in a politically challenging environment
• Proven experience of designing and implementing marketing plans in an education sector context.
• Language requirements: Proficient in English language and Arabic at Proficiency Level

Desirable Requirements For The Role

• Knowledge of UK education system and schools Examining Boards (Cambridge/Edexcel/Oxford AQA)
• Experience of working with UK exam boards

Further Information

• Role: Exams Account Relationships Manager
• Number of positions: 1
• Pay Band: Pay band 6/G
• Location: Jordan
• Contract type: 1 Year Fixed Term Contract
• Salary: JOD 1,010.00 per month along with 13th month salary and 14th month salary paid in June and December respectively of each year pro rata to hiring date.
• Other requirements: This role is open to candidates who have the legal right to work in Jordan
• Closing Date: 9 July 2023 (23:59 Gulf Standard Time)

It is advisable to apply in advance to avoid any technical issues at the last moment. Please note that all applications should be submitted in English.

A connected and trusted UK in a more connected and trusted world.

Equality , Diversity, and Inclusion (EDI) Statement

The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

The British Council is committed to safeguarding children, young people and adults who we work with.

We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.

Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

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