Advanced Associate, Customer Success

Your Opportunity

• You will join our Traditional Processing, Ondemand and Onscreen Team which is part of the Qualification Processing Department.  The department consists of several areas which work together to deliver General Qualifications, Vocational Qualification and On-demand Qualifications. 
• The team are responsible for various processes, including the result resolution and closedown of results for paper based and onscreen tests, T Level and PEIC processing and closure, candidate malpractice, traditional processing of examination papers, and item level mark capture for series-based qualifications.
• You will be required to support all processing activities within the team as priorities dictate.

Your primary responsibilities

• Processing of paper-based examination material from receipt to result
• Monitoring onscreen and OnDemand examinations and tests to ensure results issued, including the reviewing of examinations taken remotely
• Monitoring of examiner marking
• Contacting centres, examiners, internal teams to ensure results are issued to Service Level Agreements (SLA) via telephone, email and MS Teams
• Data input activity from marked scripts and processing of paper-based examination material from receipt to result
• Effectively communicate and escalate key issues, or threats to SLA
• Processing and reviewing candidate malpractice cases in line with JCQ guidelines
• During peak processing periods lead a team of seasonal staff in line with Pearson’s policy, procedures, and values

• Work in other areas of the business as required

   

Key Challenges

• Working towards tight and immovable deadlines
• The role requires attention to detail even with tasks that may be repetitive
• Flexibility of working patterns during peak periods
• Ability to adapt to multiple/various IT systems
• Supporting various stakeholders from different teams
• Restrictions on annual leave during peak periods
• Processing and working instructions are kept up to date and follow regulatory requirements

Our Successful Candidate

You will be customer service focused with ability to communicate with influence and work with others to achieve goals. You will deliver goals in a changing environment and take a creative and innovative approach to work while maximising potential for yourself and others.

Additional Competencies

• Attention to detail: Able to work accurately and have excellent attention to detail

• Methodical approach: Ability to concentrate and focus on meeting deadlines and objectives, whilst prioritising workload

• Communication skills: Ability to comprehend and provide clear updates to colleagues and external customers.

• Teamwork skills: Ability to work positively with other members of the team.

• Analytical skills: seek to understand the bigger picture and the impact of up and downstream activities.

   

Previous Experience and Qualifications

Essentials

• MS Word,MS Excel (both to intermediate level) and MS Teams and Outlook

• General office experience.

• Working to set processes/work instructions

• Educated to GCSE level minimum of English and Mathematics (grade C/4 or above) or equivalent 

Desirable

• Communication skills from working with external / internal customers

• Previous experience and knowledge of working within an awarding body

Your rewards & benefits   
We know you’ll do great work, so we give a lot back with some of the best benefits in the business. We know one size doesn’t fit all, so our workplace programs meet the different needs of our diverse teams, and their families too. 
Please see our attractive UK benefits here: Pearson Jobs – Benefits