Reed in Partnership changes peoples lives for the better.
Our mission is to deliver services that positively transform people and their communities.
Learning to drive can have a significant impact on an individuals life, and Reed in Partnership is proud to soon be part of this journey. From September 2021 we will be working with the DVSA (Driver and Vehicle Standards Agency) to deliver the driving theory test in several locations across the UK.
If you are passionate about providing world-class customer service and are looking for a role that offers flexible working hours, autonomy, and the chance to meet and help people every day, we would love to hear from you.
We are inviting applications for Driving Test Centre Associates with fully paid training and commencement from September 2021. If this role appeals to you, please apply now. We will be in touch with the journey from here and will keep you informed every step of the way.
What is the job about:
Meeting and greeting participants and visitors to the test centre, you will be facilitating their experience throughout the testing process. You will be responsible for the invigilation of exams and the efficient delivery of tests to participants, ensuring that relevant procedures and guidelines are adhered to at all times. These responsibilities will be delivered both directly through your invigilation duties and via your management, during your shift, of the Test Centre. The Senior Test Centre Associate (STCA) will strictly adhere to the guidelines in accordance with the programme’s requirements and Reed in Partnership’s policies and procedures.
This is not an exhaustive list and the STCA will be expected to carry out any other duties as may be specified by the line manager from time to time.
***PLEASE NOTE THAT FLEXIBILITY IS REQUIRED TO WORK DAYS, EVENINGS AND WEEKENDS***
Your main responsibilities would be:
Test Centre Management
STCA will be responsible the smooth running of the Test Centre (whilst on shift) ensuring the site is operationally ready and that staff on shift deliver a high quality, compliant service.
- Responsibility for delivery of site opening and/or closing procedures (dependent on STCA shift). This will include (but not be limited to) ensuring all equipment is functioning and that the site is neat and tidy in line with internal operating procedures (including health & safety risk mitigation measures) and DVSA contractual requirements.
- Review of test centre schedule to identify the number of participants undertaking testing that day/shift, whether any participants require non-standard accommodations and how those NSAs are being delivered and who is working the respective shifts that day.
- Notifying DVSA HR team of any on the day employee absences / no shows, so that alternative cover can be arranged.
- Ensure there is a smooth transition between shift rotas such that there is no gap is invigilation of tests in line with internal operating procedures.
- Review and approve/reject/amendment staff clock in and out times captured within our shift management system (JoinedUp).
- Lead on the management of incidents within the Test Centre in line with our incident management procedures.
- Providing coaching and support to the Test Centre Associates to address any issues or concerns raised with you or identified by you during the Test Centre delivery.
- Provide management support to the Test Centre Manager as required (e.g. dealing with property issues, collating and reporting EoS etc.)
Test Centre Invigilation
The Senior Test Centre Associate and their team have a pivotal role to play in creating a positive experience for participants attending the Test Centre. As the first point of contact for participants and visitors, they will be expected to represent Reed in Partnership in a professional manner and help to make people feel welcome.
- Meeting and greeting participants, delivery partners and visitors to the Test Centre.
- Helping to manage attendance at the Test Centre, ensuring only authorised people have access.
- Ensure equipment is operational and test stations are in working order to deliver testing.
- Explain the test process to candidates and deal with other queries as required.
- Periodic download and review of examinations and test centre schedules.
- Process candidates’ sign-in (including verification of candidate identity) according to the Reed in Partnership procedures. Conducting visual security and identity checks on candidates
- Review test schedule and ensure the preparation for candidates (including those with special needs) is made.
- Perform daily test centre opening and closing procedures.
- Comply with business needs on a day-to-day basis and undertake reasonable additional duties to ensure the smooth running of the test centre.
- Ensure all compliance standards relating to the test centre operation and Reed in Partnership stringent security protocols are adhered to.
- Ensure the integrity and security of tests are maintained and that they are supervised/invigilated to the required standard.
- Follow security procedures as described in the policies and procedures guide.
- Observing interactions in the Hub and reporting unusual or suspicious activity in the Service Direct system.
- Managing Test Centre supplies, facilities, and equipment (e.g., stationery and printers), ordering supplies and equipment as required.
- Any other ad-hoc administrational tasks required by the Test Centre Manager, as and when required.
What is in it for you:
These roles offer a flexible working pattern (either full-time, part-time or occasional shifts) with the potential for additional hours to suit you. The roles offer long term employment stability and the satisfaction of assisting people at a key moment in their lives.
Required Skills and experience:
- Applicants must hold a full UK driving licence due to the nature of the role
- Experience of leading or supervising a team.
- Significant demonstrable experience in providing a high-quality customer service both face to face and by telephone, in a target driven environment such as a contact centre or retail environment.
- A minimum of 2 A-Levels or an equivalent Level 3 Diploma.
- GCSE English Language at a minimum of a Grade B (or equivalent Level 2 qualification). OR achievement of a Level 2 in Literacy Assessment at interview stage.
- Senior Test Centre Associate’s attributes include Achievement Orientation, Challenge and Resilience, Flexibility and Adaptability, Planning and Decision Making, Attention to Detail and Team Orientation.
- Ability to work under pressure to short timescales and multi-task to complete a variety of competing activities, managing the expectations of all parties in the process.
- Excellent decision-making skills.
- Excellent Attention to Detail and accuracy.
- Must be flexible in work hours and days.
Commitment to Diversity & Inclusion
We aim to ensure that no candidate or employee receives less favourable treatment on the grounds of gender, race, disability, sexual orientation, religion or belief, age, gender reassignment, marital or civil partnership status, pregnancy, or maternity. We offer a guaranteed interview scheme for BAME and disabled applicants who meet the minimum criteria.
Proud member of the Disability Confident employer scheme
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident