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Recognition and Approvals Advisor

Reference
1802297
Contract Type
Permanent
Sector
Education, Media & Communications
Location
London, GBR
Expiry Date
26/02/2018
Recognition and Approvals Advisor 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 ...

Job Description

Recognition and Approvals Advisor

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.

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.

About the Department:

Edexcel and Pearson put our customers at the heart of everything we do. The Customer Services division want to make this a reality every time we come into contact with our customers. Because our range of products is so varied, we provide services tailored to the unique requirements of our internal and external customers.

Our Customer Services teams:

  • Help centres register and enter their learners for Edexcel qualifications, resolve their queries and ensure they receive their results and certificates
  • Work closely with 1st and 2nd line helpdesk services based in Manchester, Oxford, Harlow, London and Kuala Lumpur
  • Support Learning & Development strategies so that our people are equipped to provide customers with outstanding service
  • Help our sales teams to attract and retain business by developing and customising the services we offer Ensure our IT systems and online services are customer-focused and reliable

Purpose

The Recognition and Approvals function has been established to rationalise these processes across all qualifications, 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.

The wider Service Operations team will form Edexcel’s primary back office, customer-facing resource.

The Customer Relations teams will be arranged on a ‘centre range’, regional basis, allowing managers and advisors to build relationships with individual customers and local authorities. Staff in this area will be given end-to-end responsibility for servicing customers across the vast majority of their operational transactions with Edexcel; from entry and registration to eligibility resolution, certification, past records and complaints handling. To reflect the changing nature of the market, individuals will be up-skilled to manage both VQ and GQ transactions across these areas for their centre range. Centre numbers will be split across two roles heading up the Service Operations section.

Key Accountabilities:

VQ Approvals

  • Advising customers on the administration of BTEC and NVQ 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
  • Using appropriate operating systems to maintain award titles
  • Advising customers on accreditation and approval periods
  • Handling the auto-approvals process
  • Handling the archiving of approval applications and, where necessary, accessing these archives in order to resolve customer queries
  • Using Edexcel Online approvals functionality

Onscreen Testing Approvals

  • Handling applications and approvals in relation to onscreen testing (Key Skills, E3, ALAN, BTEC short courses (Passenger transport etc), Technical Certificates, GCSE onscreen pilots (MFL, CBE, Business)
  • Advising newly-approved centres to ensure that appropriate software has been installed to administer onscreen tests

GQ Centre Records

  • Understanding and advising customers on issues relating to NCN and centre numbers
  • Using appropriate operating systems to update centre records, including addresses and contact details
  • Understanding authorisation
  • Deleting centres
  • Ensuring that updates are accurately reflected by Edexcel Online
  • Understanding and handling mergers
  • Confirming centre numbers to NCN

Qualifications

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

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 organiser.
  • 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
  • Maximising 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

Personal Style and Behaviour:

  • Professional with a flexible and helpful attitude
  • Able to work effectively in a dynamic and demanding environment

Working Pattern - 37.5 hours per week

This role will close on the 6th January 2017

#LI-RC1

Primary Location: GB-GB-London

Work Locations: GB-London-190 High Holborn 190 High Holborn London WC1V 7BH

Job: Engineering

Organization: Core

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Feb 13, 2018

Job Unposting: Feb 27, 2018

Schedule: Full-time Regular

Req ID: 1802297