Modified Formats Processing Assistant

Pearson; Rotherham; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in the education sector is seeking a Customer Success role focused on delivering modified exam materials. The position involves ensuring high-quality service to students with additional needs, requiring strong organizational skills and effective communication. This is an office-based role at their Hellaby office in Rotherham, where you will also manage temporary staff during peak times and maintain professional relationships with various stakeholders.

Benefits

Attractive UK benefits package

Qualifications

• Educated to a minimum of GCSE level in English and Maths.
• Good PC and Microsoft Office skills, including intermediate Excel knowledge.
• Experience in managing own time and multitasking.

Responsibilities

• Deliver processes to meet service levels and quality checks.
• Liaise with customers and manage relationships effectively.
• Participate in team communication and support temporary staff during peak periods.

Skills

Organisational skills

Communication

Customer service

Problem solving

Attention to detail

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 work 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

• 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

• 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 train and support temporary staff in line with Pearson’s 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 and UKAAF Guidelines)

Key Tasks

• Carry out quality checks on Modified Papers following Pearson House Styles and UKAAF Guidance.

• Communication and management of third-party suppliers.

• Supporting Team Manager with the management of temporary staff, including training and delegation of work.

• Liaising and supporting various stakeholders from different teams.

• 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.

• Liaise directly with external suppliers 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.

Skills/Qualifications

• Flexible attitude and willingness to collaborate with other teams to build strong working relationships

• Ability to understand complex systems, and apply regulations and processes to support problem solving

• Strong organisational skills and ability to multi task

• Adaptability and ability to react positively to change

• 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

• Simultaneously managing multiple high priority tasks

• Flexibility of working patterns during peak periods

Education and Skills

Essential

• 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 Experience

Essential

• Demonstrate ability to multi-task and involvement in delivery of multiple activities

• Experience in managing own time

Desirable

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

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

1147011
Job: Customer Success

Job Family: GO_TO_MARKET

Organization: Assessment & Qualifications

Schedule: FULL_TIME

Req ID: 20208