Background Information
Edexcel is a Pearson company and is the UK's largest awarding body. We offer academic and vocational qualifications and testing to schools, colleges, employers and other places of learning in the UK, and internationally. We have a passion, energy and a genuine desire to help people make progress in their lives.
Purpose:
The UK Approvals team was established in 2014 to rationalise qualification approval processes across the board, and provide new customers with a responsive and personalised welcome to Edexcel. The Recognition and Approvals Advisor will be required to provide responsive and professional support to customer across a range of essential transactions.
Key Accountabilities:
Qualification Approvals
Advising customers on the administration of programme and centre approvals
Responding to queries relating to customised qualifications
Handling customer applications for amendments
Advising customers on all aspects of the approvals process, for any programme or centre approval, from application receipt to approval letter
Advising customers on the usage of Edexcel Online for the processing and progress monitoring of approvals
Advising customers on accreditation and approval periods
Handling the archiving of approval applications and, where necessary, accessing these archives in order to resolve customer queries
Using Edexcel Online approvals functionality
Centre Records
Understanding and advising customers on issues relating to the National Centre Number (NCN) register and centre numbers
Using appropriate operating systems to update centre records, including addresses and contact details
Understanding authorisation
Closing centres
Ensuring that updates are accurately reflected by Edexcel Online
Understanding and handling mergers
Confirming centre numbers to NCN
Key Challenges:
The launch of GCE 2008, GCSE 2009 and the Diploma, as well as our commitment to improving service levels within BTEC, mean that Edexcel’s approach to customer engagement will be central to our ongoing success. Increasingly we will be looking to compete on service by providing reassurance, support and expertise to all of our customers, as the educational landscape enters a challenging transition period. The team is responsible for transforming our service proposition into a real strategic asset: one which differentiates us from our competitors and becomes the primary reason for wanting to do business with Edexcel. In addition, there is a clear obligation to provide all divisions (in particular our sales and product design teams) with a route into Operations in order to develop a coherent approach when managing our customers’ expectations and requirements.
Working Pattern:
Standard Edexcel hours, to be agreed with line manager at start. There may be a requirement to work outside of normal hours on occasion, subject to mutual agreement with line management.
Additional Information:
Personal skills, knowledge and attributes
Flexible attitude and willingness to help other teams as required.
Good communicator – written and verbal.
Good IT skills.
Able to work under pressure.
Good organizer
Excellent customer service.
Competencies - Skills, Abilities, and Knowledge:
Edexcel Core Competencies - Managing Self
Providing a Customer Focused Service
Being Commercial in our Approach to Work
Delivering Goals in a Changing Environment
Influencing Others to Make Things Happen
Maximizing the Performance and Potential of Self and Others
Additional Competencies (Skills, Abilities and Knowledge) required to perform the role:
Must have customer service focus and be responsive to both internal and external customers
Strong communication, negotiation, and presentation skills
High degree of initiative and independent judgment; strong attention to detail
Strong interpersonal and relationship building skills
Previous Work Experience:
Essential:
Experience of working in a customer-facing role
Experience of responding to customer enquiries by telephone and in writing
Desirable:
Educated to degree level or equivalent
Experience in handling customer complaints
An understanding of the UK examinations system
Experience in designing and delivering improvements to customer service processes
Personal Style and Behaviour:
Professional with a flexible and helpful attitude
Able to work effectively in a dynamic and demanding environment
What to expect from Pearson
Did you know Pearson is one of the 10 most innovative education companies of 2022?
At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.
We value the power of an inclusive culture and also 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 building a workplace where talent can learn, grow and thrive.
Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All 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 strive for a workforce that reflects the diversity of our communities.
To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.
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 TalentExperienceGlobalTeam@grp.pearson.com.
Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.
Job: PRODUCTION/OPERATIONS
Organization: Assessment & Qualifications
Schedule: FULL_TIME
Workplace Type:
Req ID: 17540