Exams Madrid - Exam Centre ES459
  • Our centre
  • Our team
  • Customer Services Charter
 
Our exam centre - Why Exams Madrid?
Our Centre, Exams Madrid

Michael Terry, Exams Madrid Centre Exams Manager with Saul Nassé, Cambridge Assessment English CEO
Exams Madrid is part of Assessment and Certification Services, S. L., dedicated exclusively since 1997 to the organisation administration and promotion of the Cambridge Assessment English Examinations in the Community of Madrid, Catalonia and the Balearic Isles.

We provide an extensive calendar of paper based and computer based examination sessions from the Young Learners English Tests (YLE) to Cambridge English: Proficiency (CPE). We also organise an extensive support programme for schools and teachers as well as information sessions, award ceremonies and support for candidates.

The administration and promotion of the Cambridge English Exams by our organisation has been recognised for its quality and excellence over the years. Our centre in Catalonia is one of the few Cambridge Assessment English Platinum Centres and is the only centre in the world to date to have won three awards, one at each "Platinum Centre of the Year" editions. We have also received the most finalist nominations - a total of 7.

Assessment and Certification Services, S.L.
Platinum Centre of the Year 2013, 2014 & 2015
2012


2013
2015







The organisation

Cambridge English Language Assessment is a department of Cambridge University and part of the Cambridge University Local Examinations Syndicate. It is a not-for-profit organisation with more than 150 years' experience developing and organising the highest quality English exams in the world.




The exams

Cambridge English exams are the world's leading range of language exams with over 5 million candidates a year in 130 countries offering exams at all levels from A1-C2, tests of Business English, English for Young Learners and Teaching awards. The Cambridge English team includes over 300 specialist staff and more than 30 dedicated researchers.

Cambridge Exams are recognised by over 15,000 employers, universities and government bodies worldwide and they are based in quality and fairness including rigorous security, quality control and assessment procedures.

Visit the Cambridge English Recognition webpage.

Nuestro equipo
Cambridge Assessment English Exam Centre ES459
Madrid
Michael Terry
Centre Examinations Manager
Originally from Melbourne, Australia, Michael has been working in English language teaching for around 20 years, first as a teacher and then as a Director of Studies. Along the way he has also worked as a Speaking Examiner for Cambridge English and a materials writer for Macmillan. He holds a Masters in Applied Linguistics (TESOL) from Macquarie University, Sydney.
Sandra Hernandez
Madrid Office Administrator
Sandra is a qualified primary school teacher with a master's degree in bilingual education. She began to collaborate with Exams Madrid in 2016 during the CAM (Comunidad de Madrid) Project which delivers Cambridge English Exams in state schools. She has worked as a university professor at the University of Alcalá's Franklin Institute where she also coordinated activity and travel programmes as well as national and international educational and public events.
Support Services
Erin Van de Hey
Head of Support Services
After a stint in corporate America, Erin came to Barcelona in 2006 for a fresh start and has been here ever since. Having obtained a Cambridge CELTA, she worked as an English teacher and exam invigilator/speaking examiner for four years before joining the team in 2010.

Magda Martínez - Support Services Administrator
Jenifer Carrasco - Support Services Administrator
Operations
Helen Smith
Head of Operations
Helen is from Nottingham in the United Kingdom. She completed her CELTA at The Lewis School in 2002. She has worked as an English teacher in Barcelona and Manresa teaching young learners, teenagers and adults at a variety of levels as well as preparing students for Cambridge English exams and teaching business English. She worked for eight years as coordinator and Director of Studies.

Esther González - Operations Administrator
Tamara García - Logistics Administrator
Elsa Mulero - Accounts Administrator
Business and Marketing
Caroline Lewis
Head of Business Development
Caroline read Spanish and French at Edinburgh University and taught ESOL in Córdoba, Zaragoza and Barcelona. She opened her own language school and teacher training centre in 1985 and managed and developed this business for over 30 years. She was Centre Exams Manager from 1997 to 2016 and helped the centre to grow and build a reputation for innovation, quality and flexibility throughout the region. She began to focus exclusively on business development at the beginning of 2016.
Fran Astigarraga
Head of Marketing
Fran read Law at Barcelona University and holds a Masters degree in Human Resources. He began his career in banking and he worked in a number of different departments of the catalan administration over several years including the organisation and administration of entry examinations for civil servants. He began collaborating with the exams centre in 1997 and since 2004 works exclusively in the planning, promotion and development of the Cambridge English examinations as Director and Managing Partner of the centre.

Andy Williams De las Casas - Design and IT support

Exámenes ofrecidos: Young Learners English Tests (Pre A1 Starters, A1 Movers, A2 Flyers), A2 Key, A2 Key for Schools, B1 Preliminary, B1 Preliminary for Schools, B2 First, B2 First for Schools, C1 Advanced, C2 Proficiency, Business English Certificates (B1 Preliminary, B2 Vantage, C1 Higher), Teaching Knowledge Test (TKT), Business Language Testing Service (BULATS), IMAT, BMAT. Cambridge Michigan Language Assessment: ECCE, ECPE, MELAB, MET, YLTE.
Personal: Alrededor de 200 speaking examiners / supervisores / vigilantes / inspectores internos
Otros: Authorised Centre for Teaching Awards (CELTA)



Carta Estatutaria de Atención al Cliente
We want our customers to have the best possible experience when working with us. Our staff is committed to your success and to making sure that candidates reach their full potential.
This Charter sets out the high standards and level of service that you can expect.


Customer Service Objective
Our objective is to provide a high quality, professional service to our customers which exceeds their expectations. We will achieve this by listening to our customers’ needs and promptly providing practical, clear and accurate information. We will strive to ensure that all our customers are satisfied and we will measure satisfaction levels regularly and publish the results. We will act promptly to resolve any issues or concerns as soon as they arise.


Our Commitment
Our customers interact with us in a variety of different ways. In all our interactions with our customers, we want to make sure they feel appreciated and valued.

We are committed to providing the following services:
  • Contact with us will leave our customers feeling welcomed, valued and respected.
  • Telephone calls and enquiries will be answered in a polite and efficient manner.
  • Our support services will be available by telephone and in person during normal office hours.
  • Our website will be regularly updated with details of exam dates, prices and places where you can take our exams.
  • Written and Online communications will be professional, clear, accurate and up‐to‐date.
  • Our employees will be professional, proactive and responsive. Staff will be clearly identified ideally with an ID badge.
  • Exam guidance will be readily available. We will provide our preparation centres with all the necessary support for Cambridge English exams.
  • Feedback from our customers will be used to help us continuously improve our customer service.
  • Complaints will be managed promptly, handled sensitively and concluded within an agreed timescale. We will not treat candidates any differently if they have a complaint.
  • Premises and exam venues will be clean, accessible, safe and welcoming for all candidates.
  • Registration process will be simple and efficient. Registration will be open for as long as possible to offer an enhanced service.
  • Information, exam materials and data will be treated in a confidential and secure manner.
  • Costs for exams will be published and easily accessible. We will let candidates know as soon as possible about any extra costs such as late entry fees.

Our standards
When you phone us:
  • We aim to answer calls promptly. We will always give our names and will try to answer queries straight away if we can.
  • If we don’t know the answer to a question, we will take a message and respond within two working days. If the person you want is not available in this timescale, we will ensure someone else who will be able to help you instead, responds to you in the same timescale.
  • If you leave a message on an answer phone during our working hours, we will call you back within three working hours.
When you write to or email us:
  • We aim to respond with an answer as soon as possible and will always reply within two working days.
  • If you have a complaint, you can write to info@exams-madrid.com or speak to a member of our staff. Complaints will be acknowledged within two days of receipt. Once we have received full details of your complaint, our promise is that we will do everything we can to respond fully to your issue within thirty days. Whatever happens, we will keep you informed.
  • We will make sure our email in­boxes are checked regularly during the working day.
When you write to or email us:
  • We aim to respond with an answer as soon as possible and will always reply within two working days.
  • If you have a complaint, you can write to info@exams-madrid.com or speak to a member of our staff. Complaints will be acknowledged within two days of receipt. Once we have received full details of your complaint, our promise is that we will do everything we can to respond fully to your issue within thirty days. Whatever happens, we will keep you informed.
  • We will make sure our email in­boxes are checked regularly during the working day.
When you visit our premises:
  • A member of staff will always be ready to greet you punctually in reception.
Processing of Cambridge English Language Assessment Entries & Results:
  • Candidates will receive confirmation of exam entries at least five working days before the exam (unless it is a late entry).
  • Certificates will be dispatched, or candidates informed that they are ready, no more than five working days after we receive them from Cambridge.
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