IELTS Operations Assistant

About the Company

IDP is a global leader in international education services, dedicated to facilitating success for students, test takers, and partners through trusted relationships, digital innovation, and customer insight. Operating in over 50 countries with a staff exceeding 7,000, IDP prides itself on a customer-first approach driven by expert teams and advanced technology to turn local ambitions into worldwide achievements.

Role Overview

The IELTS Operations Assistant in Queenstown plays a vital role in supporting Test Centre operations to deliver excellent customer service and ensure compliance with IELTS regulations. The position involves coordinating with team members, handling customer inquiries, and executing all activities related to test preparation, administration, and post-test processes to meet operational goals efficiently.

Responsibilities

• Deliver exceptional service to all customers throughout their journey including before, during, and after tests.
• Establish and nurture strong relationships with both internal teams and external stakeholders.
• Offer guidance on official IELTS preparation resources and other IDP services.
• Assist a diverse clientele, addressing varied abilities and backgrounds respectfully.
• Foster a supportive and innovative team environment centered on customer focus.
• Manage test day operations including registration and test supervision.
• Prepare documentation required for test days.
• Maintain and update digital records and databases accurately.
• Organize and revise the schedule for Speaking tests as needed.
• Safeguard confidential and secure materials rigorously.
• Identify and resolve technical issues related to hardware and software systems.
• Promote ongoing improvement and adherence to best practices in operations.
• Ensure all test-related processes comply with IELTS standards.
• Handle data with strict confidentiality and security throughout all stages.
• Respond promptly to any security incidents or risks.
• Complete mandatory training and policy related acknowledgments.
• Conduct all work professionally in line with organizational values emphasizing quality, integrity, and excellence.

Candidate Requirements

• Exceptional communication skills both verbally and in writing.
• Proven excellence in customer service delivery.
• Strong capabilities in problem-solving and decision-making.
• Ability to work autonomously as well as collaboratively within a team.
• Attention to detail and a focus on quality and customer satisfaction.
• Effective organisation and time management skills to handle multiple priorities efficiently.
• Proficiency with Microsoft Office Suite, Microsoft Teams, and readiness to engage with various other technologies.

Additional Information

• This role is based in Queenstown, Otago, New Zealand and operates on an onsite basis.
• It is a casual role involving 2 to 3 weekend shifts monthly: full-day Saturdays and half-day (morning) Sundays.
• Hourly pay rate is $33.88 NZD.
• IDP is committed to fostering a diverse and inclusive workplace where employees are encouraged to innovate, be agile, and solve meaningful challenges collectively.