Job Description

As a valued employee of the British Council, you already help us deliver our mission to 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.

You are part of our organisation in over 200 countries and territories and where we are on the ground in more than 100 countries.

We connect. We inspire.

Role Purpose: The purpose of this role is to enhance the quality of customer service, delivery, administration and security procedures associated with IELTS, Educational and Professional, and Aptis examinations. To support the department in meeting all standards as described in the line with exam standards and the British Council Quality and Compliance Assessment System.
The role will support the Planning exams operations by active involvement in test planning tasks, PSN procedures, Examiners and Venue Staff management and test venues and resourcing (directly and through customer services in accordance with compliance standards, maximising agility and ensuring contingency for operations).

Main Accountabilities:
The Planning and resourcing Assistant role is responsible for supporting the efficient planning and delivery of exams operations by coordinating resources, venues, examiner allocation, and test day logistics in line with British Council and IELTS standards. The postholder supports demand forecasting and resource optimisation, ensuring that physical and operational resources are planned effectively to meet business requirements, including responding to short-notice changes and additional capacity needs.
The role manages the arrangement and procurement of exam venues and associated logistics, plans and allocates venue staff and examiners, prepares speaking test schedules, and supports the coordination of Video-Call Speaking activities. Working closely with Customer Services and operational teams, the postholder ensures accurate information management and contributes to the ordering, distribution, and management of test day resources, including stationery, technical equipment, signage, and operational materials. Any issues impacting delivery are escalated promptly to enable effective planning adjustments and continuity of service.
The role provides frontline support for customer enquiries within their area of expertise, ensuring timely and professional responses while referring complex cases to the appropriate teams. The postholder proactively identifies and escalates incidents, complaints, resourcing challenges, logistical issues, or technical concerns that may impact service delivery or customer experience.
A key aspect of the role is building and maintaining effective working relationships with examiners, venue staff, and colleagues across the British Council to support high-quality service delivery. The postholder works closely with the Line Manager and wider operations teams to help resolve escalated issues relating to examiner and venue operations within the country or cluster.
The role is accountable for maintaining compliance with British Council quality assurance requirements, IELTS standards, and agreed operational procedures. This includes supporting audits, performance reviews, contingency planning, and risk management activities. The postholder follows all corporate policies and procedures relating to safeguarding, security, financial controls, and fraud prevention to protect the interests of the British Council and its customers.
The Product Service Support role also contributes to operational analysis and reporting by maintaining accurate records, monitoring operational performance, analysing key activities, and producing reports that support informed decision-making by managers and stakeholders.
The responsibilities outlined above may be amended from time to time in line with business requirements. Any changes will be communicated and agreed by the relevant Line Manager.

Role specific skills
• Time management
• Good communication
• Problem solving
• Stress resistance

Knowledge & Experience:
Minimum / Essential:
• Experience in communication with different stakeholders
• Experience in identifying and minimising risk
• Experience in a busy operational environment delivering high levels of customer service.
• Ability to ensure compliance, risk and security standards are monitored and maintained.
• Experience managing small teams or demonstrating management potential.

Desirable
• Experience in delivering exams, planning/scheduling.

Language Requirements
• The British Council systems and global processes operate in English. Written and verbal proficiency in English is required.
• Fluent written and spoken Russian.

Education
• Relevant university degree or equivalent experience

Closing Date: Applications will close at 23:59 local time on Monday, 3 August 2026

Important information:
Location: Almaty, Kazakhstan
Contract Type: Indefintie
Pay-band: 2
Salary: 356,500.00 KZT gorss per month
Requirements: You must have the legal right to work in Kazakhstan at the time of application.

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

Equality, Diversity and Inclusion Statement

We are committed to equality, diversity and inclusion and welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work. The British Council is a Disability Confident Employer. The Disability Confident scheme helps challenge attitudes, increase understanding of disability and ensure staff are drawn from the widest possible pool of talent. We guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

Safeguarding Statement

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 in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

If you experience any difficulties with submitting your application, please email askhr@britishcouncil.org