Exam Coordinator 12 Month FTC

EXAM COORDINATOR (12 Month FTC)

Reports to: Exam Team Leader

Direct reports: N/A

Location: Hybrid/London

Salary: Competitive

About us

WSET (the Wine & Spirit Education Trust) is the world s leading provider of drinks qualifications and courses. WSET has over 50 years experience in designing and delivering education to help both professionals and enthusiasts learn more about wine, spirits and sake. As a not-for-profit organisation, WSET s purpose is

to empower people all over the world through inspiring learning experiences .

WSET qualifications are available in over 70 countries and 15 different languages. WSET s global operations are based in London with regional offices in Hong Kong, Shanghai and the US.

Purpose

To oversee and process exam orders, candidate results and certificates in accordance with WSET operating procedures. To effectively liaise with Approved Programme Providers and candidates, providing exceptional levels of customer service. Ensuring that key performance indicators (KPIs) are efficiently met in terms of customer service, quality and quantity of output. To provide general administrative support to the Exams department.

Please note that any offer of employment is conditional upon the successful completion of a thorough background check by an independent third party.

WSET UK Benefits

• Generous pension scheme options available after three months service
• Private Health insurance (Vitality) available after probation
• Life insurance
• Group income protection scheme
• Generous annual leave (From 27 days, plus UK Bank Holidays)
• Learning & Development including the opportunity to do WSET qualifications
• Cycle2Work scheme
• Celebration vouchers
• Season ticket loan
• Gym membership loan
• Discretionary bonus
• Friends and family discounts on WSET courses
• Hybrid and flexible working
• Breakfast, fruit and soup in the office

Job Responsibilities

Exam Administration

• Receiving and processing examination orders from Approved Programme Providers (APPs)
• Carrying out exam order and results quality checks at high volume
• Support the administration and delivery of exams via Computer Based Testing (CBT) as required
• Undertaking post-exam matching and verifying to import results
• Issuing grade lists to relevant parties in line with the KPIs
• Generating and printing student letters, certificates and dispatch labels within the agreed service timings
• Co-ordinating the distribution of short open response answers to examiners

Customer and Candidate Enquiries

• Acting as the lead point of contact for APPs via email and telephone
• Responding to department emails within 3 working days
• Escalating enquiries and issues to the Exams Team Leader as appropriate
• Actioning requests for replacement certificates and pins within the agreed service time

General Office Support

• Maintaining records and archives in an up to date and accurate manner
• Providing general administrative support to the Exams department as required
• Contributing to any upcoming or ongoing projects as required

Other

• Contributing to the Trust by undertaking other various tasks as required

This job description is not exhaustive, will be reviewed regularly and may be subject to change.

Skills and Competencies

Essential

• General administrative skills
• Experience of working in a busy office environment
• Experience of providing high levels of customer service
• General IT skills (Microsoft Outlook, Word and Excel)
• Experience of using databases
• Educated to A-Level or equivalent
• Excellent organisation skills
• Sound planner who anticipates issues, prioritises and can work to deadlines
• Honest with the ability to declare and correct errors
• High levels of integrity when working with confidential information
• Excellent numeracy skills
• Meticulous attention to detail
• Highly motivated to deliver exceptional customer service while maintaining WSET standards
• Excellent team worker with first-rate communication skills

Desirable

• Experience of working in education administration
• Experience of working in examinations administration
• Experience of using CRM systems
• Experience of using Computer Based Testing (CBT) software
• Educated to Degree Level or equivalent