Reporting to a team leader, the purpose of this role is to complete and quality check customer applications for replacement certificates and other queries around historical results and records and subject access requests. This position requires a high level of precision and accuracy. The post holder will also provide second line support to our customer service teams. 

Key Accountabilities: 

Ensure a high standard of customer service at all times  Delivering high quality and accurate work, with meticulous attention to detail  Liaise with customer and customer service teams by phone, Microsoft Teams and email  Develop and maintain a professional working relationship with internal and external customers  During peak processing periods lead a team of temporary staff in line with Pearson’s policies, procedures and values  Deliver processes to meet service level agreements  Effectively escalate and issues to the team leader  Complete quality checks of work produced  Participate in regular team communication to review progress  Carry out other duties as directed by management. This may include working from other local facilities and supporting other teams across the business 

Process Specific: 

Accurate and efficient Identification checks for applications  Resolve queries received from customer and first line customer service teams  Support the accurate, complete and timely delivery of replacement certificates to customers  Co-ordinate the production of provisional results confirmation for customers when required  Provide second line support to the customer service teams on a range of queries including system related queries 

Individual Core Competencies: 

Provide 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  Maximise potential in self and others 

Additional Competencies: 

Inspire and foster team commitment, spirit, pride and trust  Facilitate co-operation and motivate team members to accomplish group goals  Make effective and timely decisions  Perceive the impact and implications of decisions  Identify and analyse problems  Make recommendations for alternative solutions 

Education 

Essential 

Educated to GCSE level minimum of English and Mathematics or equivalent  Good PC and Office suite skills, including intermediate skills in MS Excel 

Desirable 

Previous experience working with Oracle systems (IQS) and AS400/iseries 

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 within and Awarding Body