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

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 escalate 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

· Build a working understanding of the regulations relating to accessibility in qualifications (i.e. JCQ Regulations)

 

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 escalate to the Team Manager

· Make recommendations for alternative solutions

· Demonstrate high attention to detail

· Simultaneously managing multiple high priority tasks

· Flexibility of working patterns during peak periods

 

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 with or within an Awarding Organisation