Special Requirements Processing Assistant

Job Description

Business Area Overview:At Pearson, were committed to a world thats always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whetherits one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing theboundaries of technologyand each other to surpass these boundarieswe create seeds of learning that become the catalyst for the worlds innovations, personal and global, large and small.As part of the Qualification Processing division, the Customer Operations team manages the planning, scheduling and processing of key back-office activities which enable the business to deliver qualifications to learners. This includes publishing key datesand fees data to customers, enabling the registration and entry of candidates, processing special requirements requests, releasing results to customers and delivering certification. The team works closely with third party suppliers and contacts across thebusiness to achieve this, and provides expert advice on complex issues to customer service teams and customers.Position Description:The purpose of the role is to deliver the Access Arrangement, Special Consideration, Transferred Candidate and Transfer of Credit processes across Pearson Qualification Services General and Vocational Qualifications suite; provide second line support tocustomer service teams on these processes; and support other Customer Operations processes as required.Key Accountabilities

• Deliver the processes allocated by the Team Manager to meet agreed service levels in line with process documentation
• Effectively escalate any issues to the Team Manager
• Complete quality checks of process activity and results data to support the delivery of accurate results
• Ensure a high standard of customer service at all times
• Liaise with customers and customer service teams by phone and email
• Develop and maintain a professional working relationship with internal and external customers
• During peak processing periods support temporary staff in line with Pearsons policies, procedures and values
• Participate in regular team communication to review progress
• Carry out other duties as directed by management. This may include working from other local facilities
• Build a working understanding of the regulations relating to accessibility in qualifications (i.e. JCQ Regulations)

Key Tasks

• Deliver the Access Arrangements, Special Considerations, Transferred Candidate and Transfer of Credit processes across all qualifications within service level as directed by the Team Manager
• Provide second line support to the customer service teams on a range of queries
• Liaise directly with customer to obtain the information required to complete requests
• Escalate any issues identified in an accurate and timely manner to the Team Manager
• Support other Customer Operations processes as required

Additional InformationThere is an expectation that at times the post holder may be required to work out of our London or Manchester offices; all travel and expenses will be paid in line with company policy.Skills/Qualifications:Candidate Profile

• Flexible attitude and willingness to collaborate with other teams and build strong working relationships
• Ability to understand complex systems, and apply regulations and processes to support problem solving
• Strong organisational skills
• Demonstrate customer service focus to both internal and external customers
• Demonstrate effective communication in both verbal and written forms
• Facilitate cooperation and motivate self and team members to accomplish goals
• Able to identify and analyse potential issues and escalate to the Team Manager
• Make recommendations for alternative solutions
• Demonstrate attention to detail

Education and SkillsEssential

• Educated to minimum of GCSE level or equivalent in English and Mathematics
• Good PC and Microsoft Office skills, including intermediate skills in Excel

Desirable

• Previous experience working with Oracle systems (AS400 iSeries/IQS)

Previous ExperienceEssential

• Demonstrate ability to multi-task and involvement in delivery of multiple activities
• Experience in managing own time

Desirable

• Previous experience and knowledge of working within an Awarding Organisation

Your Benefits & RewardWell expect a lot and we know youll do great work, so we give a lot back with some of the best benefits in the business! Along with learning, development and mentoring opportunities, our range of benefits can support the different needs of our diversecolleagues, and their families too. Joining our Pearson family can provide you with unlimited and truly global career progression options, and you can also look forward to exploring our impressive benefits, such as:

• Flexible options for work from home days.
• A starting holiday of 25 days plus UK public holidays, and youll earn 1 additional days holiday per year you work with us.
• Generous pension scheme where we match and double what you contribute.
• Maternity, paternity, and family care leave as well as flexible work policies.
• Shares and stock purchase options.
• Healthcare and dental plans, and an employee wellbeing assistance programme for you and your family to help balance work, family and personal life.
• Cycle to work program, gym membership concessions in selected office locations, along with retail and leisure discounts.

Our Recruitment ProcessPlease complete and submit your application as soon as possible and ensure that you apply directly on our Pearson Careers website only.We are reviewing applications as they come in, therefore we encourage you to submit your application as soon as possible. Wishing you success with your application!#LI-POST Learning is the most powe