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QS and CM Coordinator

Reference
1913858
Contract Type
Permanent
Sector
Education, Media & Communications
Location
Rotherham, GBR
Expiry Date
24/11/2019
QS and CM Coordinator Description At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are ...

Job Description

QS and CM Coordinator

Description

At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.

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. The Marked Processing, Onscreen and On-demand Team is responsible for the processing of marked assessment material and associated activities, the delivery of results for on-demand and onscreen tests, investigating candidate malpractice cases and vocational quality standards activities.

The post holder will be responsible for the co- ordination and resolution of all vocational quality issues, late registration and certification appeals, certificate amendment requests, ten week rule issues, sanctions, centre withdrawals along with initiatives such as special considerations/reasonable adjustments and appeals/complaints for a designated range of centres and creating centre invoices for procedures which carry a charge. In addition, the post holder will be responsible for processing candidate malpractice cases and will be responsible for coordinating a team of seasonal staff at peak processing times. This includes supporting recruitment, induction and training.

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.

The information you provide will stay confidential, and be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Qualifications

Key Accountabilities

  1. Manage own workload and ensure effective prioritisation of activity
  • Management and prioritise personal day to day activity
  • Assist to ensure team performance indicators are met
  • Meet individual performance indicators
  • Provide innovative solutions and take decisions to resolve operational issues
  • Work to agreed personal objectives and development plan
  1. Meet quality and operational standards for all quality issues, appeals and complaints
  • Co-ordinate the quality investigation process for the above for a designated range of centres, ensuring the appropriate parties are made aware of the issues and that the investigation is closed off when resolved
  • Ensure the issue tracking is kept up to date and transparent
  • Contribute to the quality investigations as appropriate
  • Participate in the Quality Standards Review Group and highlight any blockages or delays
  1. Meet quality and operational standards for all vocational qualification quality related registration, certification issues,reasonable adjustment/special consideration requests and candidate malpractice cases
  • Co-ordinate the issue investigation process for the above for a designated range of centres
  • Ensure the issue tracking is kept up to date and transparent
  • Make decisions related to the issues above and follow the appropriate procedure for resolution
  • Participate in the Quality Standards Review Group and highlight any blockages or delays
  1. Meet quality and operational standards for all vocational qualification certificate deferrals
  • Ensure certificate deferrals for a designated range of centres are investigated within service level agreements
  • Make decisions based on the investigation to decide reasons for the deferral and the team the deferral should be resolved by
  • Ensure the deferral tracking is kept up to date and transparent
  • Follow the appropriate procedure for resolution of deferrals allocated to Quality Standards
  1. Processing candidate malpractice cases
  • Understanding of JCQ regulations
  • Researching and investigating reported cases
  • Informing centres of the outcomes of cases
  • Communicating with centres sensitively and professionally
  1. Maintain a customer focused approach to operational activity
  • Implement customer service procedures for both the internal and external customers
  • Ensure procedures are followed for all key processes
  • Ensure all activity is in line with service level agreements and within regulatory requirements
  • Demonstrate a customer focused approach to key processes
  • Maintain the agreed tracking systems for all key processes
  • Provide suggestions for improving team customer service
  1. Contribute to key audit processes, implement regulatory and policy requirements
  • Follow defined policies at all times
  • Assist with Departmental and Regional (educationally focused) audits ensuring that clear parameters are followed
  • Assist in the collection of data for Departmental self-assessment
  • Assist with the collation of data for qualification reviews by the various regulatory bodies
  1. Lead on key Team Projects as allocated
  • Identify areas where key projects may be required
  • Lead on key projects as identified
  • Adopt a project management approach to all project work
  1. General activities
  • Support the leading of a team of seasonal staff in line with Pearson’s policy procedures and values
  • Planning and organising of work allocation, as directed by line manager, in order to meet processing deadline
  • Ensure team members are trained/briefed on new systems to ensure that all staff are aware of the requirements of each process, inputs, outputs, schedules and SLAs
  • Develop and maintain training material, work instructions and process flows for all processes
  • Develop and maintain a professional working relationship with internal and external customers
  • Ensure any CRM logs are allocated to specific individuals, actioned correctly and closed within required deadlines
  • Provide feedback to manager of seasonal workforce performance
  • Allocate ownership of tasks, ensuring owners clearly documented the requirements of each process, inputs, outputs, schedules and SLAs
  • Ensure all members of the team demonstrate a full understanding of the quality management system
  • Ensure adherence to the Code of Practice and Pearson procedures at all stages
  • Effectively communicate key issues
  • Participate in regular team communication to review and report on progress and current tasks
  • Carry out other duties as directed by management. This may include working from other local facilities and areas of the business
  • Maintain a clear desk policy

Key Challenges

It will be necessary for the post holder to quickly assimilate information on several distinct qualification suites, and to understand the differences in the management and delivery of these.

Results Resolution is based in South Yorkshire, but many of our key stakeholders are based in the London office. Clear, effective communication channels are essential to the success of the department.

In order to keep up with the customer and business demands, the processes are rapidly changing within operations.

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.

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.

  • Working within a regulated framework
  • Working to tight, and immoveable, deadlines
  • Attention to detail
  • 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 colleagues
  • 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

Education, Qualifications & Training

Essential

  • Educated to GCSE level minimum of English and Mathematics or equivalent
  • Intermediate skills in MS Excel (or equivalent spreadsheet)

Desirable

  • Educated to A level or equivalent

Previous Experience

Essential

  • Demonstrate experience of work allocation/distribution and performance monitoring

Desirable

  • Previous experience and knowledge of working within an awarding body

Personal Style and Behaviour

The Marked Processing, Onscreen and On-demand Team is an integral part of the Hellaby Operations Function. The success of the Hellaby team is manifest through the development and implementation of world class approaches to processing, staff management, communication and customer service. 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.

Primary Location: GB-GB-Rotherham

Work Locations: GB-Rotherham-Hellaby Lowton Hellaby Bus Park, Lowton House Lowton Way Rotherham S66 8SS

Job: Production/Operations

Organization: Core

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Oct 25, 2019

Job Unposting: Ongoing

Schedule: Full-time Regular

Req ID: 1913858

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.