The TLS staff story

In each issue, we get to know a bit more about one of our linguists or TLS team members. This month, we meet one of our examinations delivery managers, Victoria Spencer.

Tell us about the work you do at TLS.

I am one of two examinations delivery managers in the Exams Team, and I oversee the delivery of exam cycles, with a particular focus on the Foreign, Commonwealth and Development Office contract. A big part of my role is making sure everything runs as smoothly as possible and that exams are delivered to the right standards and deadlines. I’m always looking at ways we can improve our processes and systems, identify training needs, and make sure our teams have the support they need to deliver a great service. No two days are really the same. One day I might be quality reviewing exam results or preparing for a client meeting, and the next I could be dealing with an unexpected issue during an exam cycle.

What’s been your favourite project at TLS?

My favourite project was getting to be the voice on the TLS telephone line! So, when you call the TLS number, that’s me welcoming callers and giving them the options to direct them to the right department. Although, once I recorded it, I never really listened back to it because who actually likes the sound of their own voice? It was a lot of fun, but there were quite a few outtakes before I finally got it right. I do wish I’d created a blooper reel.

What has been your biggest challenge?

I think the biggest challenge in my role is probably managing all the different moving parts at the same time. There are always lots of things happening across an exam cycle. It can be a challenge to balance the day-to-day running of exams with unexpected issues, supporting the team, responding to stakeholders and looking at longer term improvements. It definitely keeps me on my toes. You have to be able to adapt, prioritise and sometimes just figure things out as you go. I’ve learnt that you can plan as much as you like, but there will always be something unexpected that comes along, and usually at the most inconvenient time!

Can you tell us about a time your work made a difference to someone’s life?

There is one particular moment that happened recently that I’m especially proud of. Just before their exam, a candidate called our Exams Team phone line in tears because their pet was likely going to be put down. As anyone who has had a pet knows, they really are part of the family, and the candidate was understandably very upset and worried about how this would affect their ability to take their exams. I pride myself on being able to talk to people and hopefully put them at ease, so I was able to sympathise with and reassure them. We moved their exams around to give them the best possible chance of succeeding during such a difficult time. Sadly, their pet did pass away, but the candidate later got back in touch to let me know and to say how much they appreciated the support I had given them. Although it might sound like a small thing, they passed their exams! I think about that moment quite often, and it reminds me that sometimes a little bit of understanding and kindness can make a real difference.

Tell us what you enjoy doing outside of work.

I love music, which I know sounds like quite a generic thing to say, but I particularly enjoy making music, mostly ambient stuff. I’m self-taught on the piano, which I started learning from a young age. I also taught myself how to use music production software called Ableton. When I lived in Leicester, I used to go to weekly Ableton meet-ups with strangers where we’d share music we’d been working on and give each other advice. It really helped me develop my skills and pushed me to be more creative. When I was a little younger, I used to put on music events with my DJ friends. I dealt with the management side of things, such as booking venues, organising ticketing, creating posters and doing the marketing. I loved working on those events with my friends, and they also taught me how to DJ along the way, so that’s something I still enjoy doing in my free time now!