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