Customer Service Administrator

Pearson; Rotherham; On-site; GBP 40,000 - 60,000; Full time

Job summary

An established industry player is seeking a dedicated individual to join their team in delivering modified exam materials for students with additional needs. This role involves ensuring timely and accurate processing of exam papers, maintaining high customer service standards, and collaborating with various teams. The ideal candidate will possess strong organizational skills, a flexible attitude, and a commitment to quality. Join a forward-thinking organization that values learning and accessibility, and make a meaningful impact in the education sector.

Qualifications

• Minimum of GCSE level in English and Mathematics required.
• Good PC skills including intermediate Excel proficiency.

Responsibilities

• Deliver processes to meet service levels and quality checks.
• Liaise with customers and maintain professional relationships.
• Train and support temporary staff during peak periods.

Skills

Flexible attitude

Problem solving

Organisational skills

Customer service focus

Effective communication

Attention to detail

Multi-tasking

Adaptability

Education

GCSE level or equivalent in English and Mathematics

Tools

Microsoft Office

Oracle systems (AS400 iSeries/IQS)

Job description

Business Area Overview

The Qualifications Processing (QP) directorate consists of several areas, which work together to deliver General and Vocational Qualification operations throughout the year. The Modified Formats Team process and manage requests for exam materials used by students with visual impairments and other additional needs. We offer a range of modified papers including braille and large print formats to enable all students to access their exams.

About the Role

Reporting to the Modified Formats Team Manager, the role ensures the effective delivery of modified exam materials across Pearson Qualification Services for all General, Vocational and Functional Skills Qualifications. The team works to tight immovable deadlines to ensure that each student receives their modified paper in time for their exam. This is an office-based role working from our Hellaby office in Rotherham.

Key Accountabilities

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

Key Tasks

1. Carry out quality checks on Modified Papers following Pearson House Styles and UKAAF Guidance.
2. Communication and management of third-party suppliers.
3. Supporting Team Manager with the management of temporary staff, including training and delegation of work.
4. Liaising and supporting various stakeholders from different teams.
5. Provide second line support to the customer service teams on a range of queries.
6. Liaise directly with customers to obtain the information required to complete requests.
7. Liaise directly with external suppliers to obtain the information required to complete requests.
8. Escalate any issues identified in an accurate and timely manner to the Team Manager.
9. Support other Customer Operations processes as required.

Skills/Qualifications

1. Flexible attitude and willingness to collaborate with other teams to build strong working relationships.
2. Ability to understand complex systems and apply regulations and processes to support problem solving.
3. Strong organisational skills and ability to multi-task.
4. Adaptability and ability to react positively to change.
5. Demonstrate customer service focus to both internal and external customers.
6. Demonstrate effective communication in both verbal and written forms.
7. Facilitate cooperation and motivate self and team members to accomplish goals.
8. Able to identify and analyse potential issues and escalate to the Team Manager.
9. Make recommendations for alternative solutions.
10. Demonstrate attention to detail.
11. Simultaneously manage multiple high-priority tasks.
12. Flexibility of working patterns during peak periods.

Education and Skills

Essential

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

Desirable

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

Previous Experience

Essential

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

Desirable

1. Previous experience and knowledge of working with or within an Awarding Organisation.

Who we are:

At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.

Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit, and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status, or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing [e-mail].

Job: CUSTOMER SERVICE

Organization: Assessment & Qualifications

Schedule: FULL_TIME

Workplace Type: On-site

Req ID: 18983