Customer Service Team Lead Required in Dubai - Dubai
Customer Service Team Lead Required in Dubai
As the Team Lead of Assessment Delivery, You will work closely with the team to deliver admission and transfer processes (e.g. written assessment submissions, direct entry applications, online final assessment interviews) by working with volunteer members who act as assessors, and in other roles; ensuring that trainees and candidates are assessed by appropriate individuals according to our qualification standards’ requirements.
Key Responsibilities:
• Assessment schedules, deadlines and other KPIs are adhered to (e.g. assessment dates are met, results are provided in five days, complaints are resolved in 10 days)
• Trainees, candidates and applicants are vetted/assessed by appropriate individuals
• Resolving complaints relating to our assessments
• Responsible for the delivery of audit and appeals processes
• Delivering assessment systems and processes in line with qualification standards
• Working closely with the regional, membership, partnerships, and regulation teams to support engagement activities, resignations, re-admissions, enrolments, concessions and other processes as needed
• Manage a high-performing assessment delivery team
Expected Outcomes:
• Ongoing analysis and reporting of performance and candidate pipelines and ensuring the number of assessment activities delivered meets our business plan objectives
• Every trainee, applicant or candidate receives an assessment experience that meets our expected standards
• The integrity of our assessments is upheld through processes that are delivered according to set KPIs and standards (e.g. audit processes, anti-plagiarism)
• Training is facilitated when needed for assessors or other members
• Identify risks or issues that affect trust and confidence in our qualifications, implementing continuous improvements to delivery processes
• Trainee, applicant, candidate satisfaction scores are high, and complaints/issues/appeals are minimised, according to our set KPIs
• Staff have clear understanding their work contributes to the organisational strategic goals
• To provide assurance, through regular reporting, that delivery processes and procedures meet the standards
Experience Required:
• An understanding of assessment processes and their role in the professional qualifications
• Experience of successfully leading, motivating, and developing a high-performing team
• Able to present information and data in formats for a range of audiences, including report writing skills
• Builds relationships with internal and external stakeholders
• Supports and constructively challenges, suggests how processes could be adapted
• Understands a ‘customer-first’ approach and how this supports our assessment delivery
• Interpersonal, communication and networking skills
• High level organisational and time management skills
RICS is an equal opportunity employer committed to diversity and inclusion. We encourage qualified candidates from a wide array of backgrounds to apply because we know that it’s the differences in our people that make the difference to our performance.
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