We are the world’s learning company with more than 24,000 employees operating in 70 countries. We combine world-class educational content and assessment,powered by services and technology, to enable more effective teaching and personalized learning at scale. We believe that wherever learning flourishes so do people.

The Qualifications Processing directorate consists of several areas, which work together to deliver General and Vocational Qualification operations throughout the year. This operation supports the delivery of accurate results to every candidate in each examination session. Results Resolution is a customer focused team responsible for the delivery of over 6 million examination results per annum. This includes A-Level, GCSE, and BTEC results to students in UK and International centres.

The Processing Leader role sits within the Results Resolution team and is responsible for leading a process, delivering support to Pearson’s Assessment Associate community (examiners) and examination centres (schools and colleges) by both telephone and email. The post holder will report to the Senior Delivery Manager and will have responsibility for leading a team of seasonal staff. This includes supporting recruitment, induction, training, performance management, sickness absence monitoring and quality measurement.

The post holder will also be required to support other processing activities when required.

Key Accountabilities

• To provide a customer focused service, ensuring both written and verbal communication is clear and concise, and that all communicated information is accurate

• To develop and maintain a professional relationship with internal and external customers

• To interpret management information and make informed decisions from it, and escalate as appropriate

• To utilise management information to support individuals and the team in delivering performance to required service levels

• Ensuring candidate results are processed and issued within agreed SLAs

• Leading processing activities

• Develop and maintain a professional working relationship with internal and external customers

• During peak processing periods lead a team of seasonal staff in line with Pearson’s policy, procedures and values

• Administrate the delivery of the Induction process

• To deliver on the job training to all temporary resource

• To administrate completion of training assessment forms to ensure that temporary resource is competent to carry out required tasks

• To review and update, in conjunction with delivery managers, all work instructions, training documentation and process maps to accurately reflect the processes undertaken and training given to resource in line with current document control processes

• To deliver appropriate Health and Safety training and assessment to temporary resource

• To monitor adherence to Health and Safety standards in work area and in temporary resource, and act upon or escalate issues as appropriate

• To deliver daily/weekly/monthly team briefs

• To collect, track and monitor accurate time and attendance data for temporary resource which supports accurate payment and management of time and attendance.

• To plan and implement distribution of work using appropriate MI

• To gather information to support the resolution of complaints and queries as directed by line manager

• To review and gather work metrics for each process as directed by the line manager

• To identify and contribute to process improvements which improve quality, service and reduce cost

• To resolve any quality issues and refer to the line manager if appropriate

• To ensure that a clear desk policy is operated within the department

• To undertake other projects as directed by line manager

• Work in other areas of the business as required

• Ensure adherence to the Code of Practice and Pearson procedures at all times

• Effectively communicate key issues

• Participate in regular team communication to review progress

Key Tasks

• Monitoring coursework mark completion and schedule adherence.

• Leading the processing activities to ensure candidate results are issued in accordance with deadlines

• Communicating with internal/external customers

• Leading/participating in meetings

• Appropriately escalating key issues where necessary

• Induct, train and assess direct reports/seasonal staff

• Working in other areas of the business when required and to lead a team of seasonal staff in periods of peak processing

Key Challenges

Due to the nature of the examination process, the volume of work varies through the year. A key challenge of this is working on multiple projects at a time. It is expected that the post holder will multitask and be able to support all processes they have responsibility for leading.

The nature of the work undertaken is public facing and of a sensitive nature. The post holder will need to demonstrate a professional and commercial outlook.

The majority of staff utilised at peak periods will be seasonal resource. An adaptable approach will be required to maximise potential in the workforce.

Qualifications Processing is sited in South Yorkshire and head office in London. The work undertaken by Qualifications Processing supports all aspects of delivery at our London office. Communication is often undertaken via telephone and email; therefore, excellent communication skills are essential.

• Working within a regulated framework

• Working to tight, and immoveable, deadlines

• Attention to detail and careful analysis despite busy work load

• Attention to detail even with repetitive tasks

• Flexibility of working patterns during peak periods

• Reacting positively to change

• Adapting to the challenges created by the introduction of new qualifications or working methods

• Adapting to mulitple/ different IT systems

• Supporting various stakeholders from different teams

• Influencing and working closely with collegues

• Simultaneously managing multiple high priority tasks

• Restrictions on annual leave during peak periods

Individual Core Competencies

• Provides a customer focused service

• Communicate with influence

• Work with others to achieve goals

• Deliver goals in a changing environment

• Take a creative and innovative approach to work

• Maximises potential in self and others

Additional Competencies

• Inspires and fosters team commitment, spirit, pride, and trust

• Facilitates cooperation and motivates team members to accomplish group goals

• Makes effective and timely decisions, even when data are limited or solutions produce unpleasant consequences

• Perceives the impact and implications of decisions

• Identifies and analyses problems

• Make recommendations for alternate solutions

Qualifications

Education, Qualifications & Training

Essential

• 5 GCSEs A*-C to include English and Mathematics

• Proficient in the use of the Microsoft Office suite

• Able to quickly learn multiple software packages

Desirable

• Familiarity with more complex functions of MS Excel to manipulate data

Previous Experience

Essential

• Experience of leading/managing activities/projects

• Organising own workload to manage multiple high priority tasks

• Managing people

• Working to tight deadlines

• Experience of data interpretation and analysis

Desirable

• Working in the education sector

Personal Style and Behaviour

The Results Resolution Team is an integral part of Qualifications Processing. The post holder must demonstrate an ethos of strong supervisory skills, adaptability to change, teamwork within own functions and the wider business and an ability to deal with pressurised and complex situations.

Learning is the most powerful force for change in the world. More than 20,000 Pearson employees deliver our products and services in nearly 200 countries, all working towards a common purpose – to help everyone achieve their potential through learning. We do that by providing high quality, digital content and learning experiences, as well as assessments and qualifications that help people build their skills and grow with the world around them. We are the world’s leading learning company. Learn more at pearsonplc.com. Pearson believes that wherever learning flourishes, so do people. We are committed to being an anti-racist company in everything we do. We value the power of an inclusive culture and a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm, and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity, and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to a sustainable environment and workplace where talent can learn, grow, and thrive.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, please click here: 

http://www.pearson.com/careers/diversity-and-inclusion.html

Pearson is an equal opportunities employer. We do not discriminate against employees or job applicants and select the best person for each job based on relevant skills and experience.

We are also committed to building an accurate picture of the make-up of the workforce and encouraging equality and diversity.

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