Test Center Manager: Operations & Customer Experience

Pearson; Shrewsbury; Hybrid; GBP 28,000 - 36,000; Full time

Job summary

Pearson VUE is seeking a capable Test Centre Operations professional for the Shrewsbury PPC to lead daily centre operations on-site, ensure security and safety, and deliver exceptional candidate service.

You will manage staff, coordinate scheduling, liaise with regional management, and uphold Pearson VUE standards across testing processes. This role requires flexibility, strong communication, and a customer-first mindset.

Qualifications

• Experience in a customer facing role.
• Experience coordinating and administering activities of a team.
• Strong administration and reporting skills.
• Able to function as a representative contact point for internal and external stakeholders.
• Exceptional customer service skills.
• Strong communication skills both written and verbal.
• Able to work independently as well as part of a team.
• Must be Pearson VUE certified for a Testing Administrator and pass a re-certification annually.
• PC literate, comfortable with Microsoft Office and Windows applications.

Responsibilities

• Act as Line manager for all test centre staff regarding employee relations, training & development, absence management and performance management.
• Support the Regional Manager in recruitment issues and conduct staff interviews as required.
• Carry out 1-2-1 meetings, Performance Reviews and Development Reviews with staff as required.
• Maintain and update local site administration and documentation.
• Ensure compliance standards relating to the test centre operation and Pearson VUE security protocols.
• Deliver testing according to client requirements and updates.
• Create staff schedules and communicate to Regional Manager.
• Prepare and send reports to the Regional Manager.
• Serve as local contact point for operations, building management, site security, deliveries, vendors, etc.
• Verify staffing levels and communicate issues to Regional Manager.
• Oversee day-to-day operation of the PPC and coordinate instructions from Regional Managers.
• Monitor supplies inventory and order inventory within budget guidelines.
• Promote and maintain a safe and healthy working environment and ensure health and safety policies are followed.
• Support company policies around Health and Safety, Security, Quality and Business Continuity.
• Undertake accreditations and skills checks as required by the business.
• Support and deliver events and alternative test delivery processes as defined.

Skills

Customer service

Team coordination

Administration

Communication

Microsoft Office

Tools

Microsoft Office

Job description

Pearson VUE is seeking a capable Test Centre Operations professional for the Shrewsbury PPC to lead daily centre operations on-site, ensure security and safety, and deliver exceptional candidate service.

You will manage staff, coordinate scheduling, liaise with regional management, and uphold Pearson VUE standards across testing processes. This role requires flexibility, strong communication, and a customer-first mindset.