Standardisation Administrator

AQA Recruiting; Manchester; Hybrid; GBP 24,000 - 26,000; Full time

Benefits offered by this job

Flexible hybrid working

25 days annual leave

Pension up to 18.5%

Private Medical Insurance

Volunteer days

Job summary

AQA, the UK's largest provider of academic qualifications, is hiring a Standardisation Administrator in Manchester. This permanent, full-time role offers hybrid working with two days in the Manchester office each week (Wed mandatory).

You will coordinate standardisation activities, prepare training materials, deliver excellent customer service, and support colleagues and external partners to ensure fair and consistent assessment outcomes across the country.

Qualifications

• Strong organisational skills and the ability to manage multiple priorities and deadlines.
• Excellent attention to detail and a commitment to delivering accurate, high-quality work.
• Experience in an administration, coordination or customer service-focused role.

Responsibilities

• Coordinate and support the delivery of standardisation activities, meetings and events.
• Prepare, produce and collate training and standardisation materials used by examiners and moderators nationwide.
• Provide excellent customer service and resolve queries from associates and stakeholders.
• Produce and maintain accurate reports, records and operational documentation.
• Build effective working relationships with internal teams, associates and external suppliers.

Skills

Organisational skills

Customer service

MS Office (Excel, Word)

Tools

Microsoft Office

Job description

At AQA, we’re committed to advancing education and we’re committed to our people. As the largest provider of academic qualifications in the UK, we mark over 10 million exam papers each year and it’s our people who make this happen.

Job Title, Contract and Location

• Standardisation Administrator
• Permanent (Full Time)
• Manchester: £24,240 - £25,500
• Working arrangements: Hybrid - two days per week in our Manchester office (Wednesday is a mandatory office day, with the second day being your choice).

Do you enjoy supporting others, solving problems and being part of a team that makes a real difference to students and teachers across the country? As a Standardisation Administrator, you'll support a wide range of face-to-face and online standardisation activities each year, helping to ensure assessment outcomes remain fair, accurate and consistent for learners across the UK. This is a varied and rewarding opportunity to join a collaborative team where your organisational skills, attention to detail and customer-focused approach will make a real impact. Working closely with examiners, moderators, colleagues and external partners, you'll help deliver activities that are central to AQA's assessment process. You'll also have opportunities to collaborate with colleagues across AQA and support seasonal staff during peak delivery periods, gaining valuable leadership experience.

Key Responsibilities

• Coordinate and support the delivery of standardisation activities, meetings and events.
• Prepare, produce and collate training and standardisation materials used by examiners and moderators nationwide.
• Provide excellent customer service and resolve queries from associates and stakeholders.
• Produce and maintain accurate reports, records and operational documentation.
• Build effective working relationships with internal teams, associates and external suppliers.

You’ll Thrive if You Have:

• Strong organisational skills and the ability to manage multiple priorities and deadlines.
• Excellent attention to detail and a commitment to delivering accurate, high-quality work.
• Experience in an administration, coordination or customer service-focused role.
• Confidence communicating with a wide range of stakeholders, both verbally and in writing.
• Good knowledge of Microsoft Office applications, including Excel and Word, and the ability to work effectively within established processes while remaining adaptable and proactive.

What’s in It For You?

You’ll be joining a supportive and experienced team with opportunities to broaden your skills, build relationships across the organisation and develop valuable operational, customer service and leadership experience.

Benefits

• A 35-hour working week with flexible, hybrid working.
• 25 days annual leave, plus additional Christmas closure days.
• Up to 18.5% combined pension contribution.
• Private Medical Insurance and Healthcare Cash Plan.
• Up to four volunteering days per year.
• Opportunities to take on additional responsibilities and develop leadership experience during peak assessment periods.
• A collaborative culture with excellent levels of colleague support and retention.

Diversity and Inclusion Statement

At AQA, we are committed to fostering a workplace that celebrates diversity and promotes equity and inclusion. We believe that a diverse team brings richer perspectives and drives better outcomes. Our Equality, Diversity and Inclusion strategy ensures that everyone, regardless of religion, ethnicity, gender identity or expression, age, disability, sexual orientation or background, is valued, respected and empowered to thrive. We actively promote inclusive language, avoid stereotypes and strive for representation across all dimensions of diversity. We welcome applications from individuals of all backgrounds and lived experiences.

Full Job Description Summary

To support the team to prepare associates and develop strong relationships that lead to timely and accurate marking.

Key Result Areas

• Customer (external or internal) Timely and excellent customer service is provided when liaising with schools and associates using CRM systems and dealing with general queries.
• Be flexible and responsive; take control of dealing with customers and associates both face to face and over the phone – agreeing actions with them and ensuring these are followed through.
• Product and internal processes Support the completion of key activities that are identified in the department plan.
• Keep waste to a minimum and look for opportunities to reduce costs without compromising on our agreed service to customers and associates.
• Ensure AQA is safe and legally compliant by applying AQA’s policies and other legislative requirements including but not limited to HSE, Equal Opportunities and ISMS.
• People and culture Approach duties with a high degree of preparation and professionalism so that customers and associates have a great experience of AQA at every opportunity.
• Be the professional representative of AQA’s brand to our associates; both face to face and over the phone.
• Lead a small group of temporary staff on one or more processes during peak periods to support the delivery of results to agreed time and quality parameters, including reporting and meeting internal and external SLAs.
• Produces high levels of performance from direct reports and teams by modelling leadership behaviours with confidence and providing clarity, challenge, feedback, coaching and development in line with business objectives.
• Drive personal performance, to achieve personal and organisational goals.

Key Internal Relationships

• Colleagues and associates
• Customer Services Orders Data Control and Results team
• Resource Management team
• Logistics teams across all departments

Key External Relationships

• Schools and colleges
• Associates

Key Performance Indicators

• Build exceptional relationships with our internal and external customer
• Proactive with the ability to adapt to deliver the highest levels of customer situations and maintains high levels of empathy and professionalism.
• Escalate potential issues in a timely manner

Person Profile

Knowledge P - Understanding of relevant supply chain/end to end process best practice P - Broad understanding of the political, educational and business context within which AQA works A - Good working knowledge and understanding of administrative procedures and office IT applications Qualification A - Educated to degree level or experience in a similar role Skills A/I - Organise and supervise groups of staff A/I - Implement change positively I - Customer focused – deliver the best outcome from the customer perspective I - Track record in contributing to and delivering departmental plans and targets A - Great IT skills; accurate and proficient user of MS Office and database systems P - Good attention to detail who communicates effectively, verbally and in writing Behaviours I/P - Communication I/P - Flexibility I/P - Customer focused I/P - Personal contribution I/P - Continuous excellence Experience A/I - Experience of working in a busy office environment or equivalent I - Experience of supporting the successful delivery of business change P - Experience of supporting the delivery of new processes or new technologies A - Experience of delivering to multiple deadlines I - Experience of working under pressure to deliver quality outcomes Assessment key (criteria to be assessed at the selection stage) A – application (it is essential to provide evidence on application for shortlisting purposes) I - interview T – test (or work sample) P – probation

Reasonable Adjustments

If you require any reasonable adjustments during the recruitment process or in the role, please contact the recruiter named in the vacancy advert or your interview correspondence. They will work with you to ensure the appropriate support is in place and that the process is as accessible and equitable as possible. If you're unsure who your recruiter is, or can't reach them, contact Faye Harrison (she/her) at [e-mail] or 07813 724161, and she'll direct you to the right person. Please note that Faye cannot assist with temporary vacancy enquiries or non-recruitment matters. For temporary vacancies, contact [e-mail].

Smart Working

We’re operating a smart working model. This allows for our colleagues to work from two days a week in one of our offices across England.

Conflict of Interest

Please note that due to the confidential nature of our work, we are unable to employ people for our temporary roles who are currently a candidate for Key Stage 4 and 5 public examinations.

Safeguarding

AQA is committed to the safeguarding of children and adults at risk. We’re dedicated to reducing the risk of employing or contracting any person intent on abusing their position of trust, along with identifying and responding to any incident of alleged abuse from its employees or associates fairly and swiftly. For more information on safeguarding at AQA please visit the AQA website here.