Advanced Associate, Fulfillment and Warehouse Processor

Pearson; Mandaluyong; On-site; PHP 446,000 - 725,000; Full time

Job summary

Pearson is seeking an Advanced Associate, Fulfillment and Warehouse Processor to ensure timely delivery of modified exam materials. The role involves supervising temporary staff, coordinating with suppliers, and maintaining strong customer service standards, within a remote work setup.

Based in our Qualification Services unit, you will work under the Modified Formats Team Manager to meet deadlines and uphold accessibility regulations while supporting multiple stakeholders across exams and

Qualifications

• Essential: GCSE English & Maths or Bachelor’s degree
• Excellent PC and Microsoft Office skills, including intermediate Excel

Responsibilities

• Carry out quality checks on Modified Papers following Pearson House Styles and UKAAF Guidance
• Manage communication with third-party suppliers
• Support Team Manager with training and delegation of work to temporary staff
• Liaise with stakeholders from different teams and provide second-line support to customer service
• Escalate issues to the Team Manager with accuracy and timeliness
• Assist with other Customer Operations processes as required

Skills

Flexible attitude

Complex systems understanding

Organisational skills

Adaptability

Customer service focus

Communication skills

Team motivation

Issue escalation

Problem solving

Multitasking

Flexible working patterns

Education

GCSE English & Maths

Bachelor's Degree

Excel proficiency

Tools

Microsoft Office

Excel

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

The Advanced Associate, Fulfillment and Warehouse Processor , 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.

Key Accountabilities

• Deliver the processes allocated by the Team Manager to meet agreed service levels in line with process documentation

• Effectively elevate 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 elevate 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 or Bachelor's Degree graduate.

• Excellent PC and Microsoft Office skills, including intermediate skills in Excel

Previous Experience

Essential

• Open for Fresh Graduates or with those that has at least 1 year of work experience from any field.

• 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

• Previous experience in quality checks or proof reading

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: Production

Job Family: LEARNING_&_CONTENT_DELIVERY

Organization: Assessment & Qualifications

Schedule: FULL_TIME

Workplace Type: Remote

Req ID: 25815