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 Vocational Quality Standards team was established to ensure first-rate support for centres with any issues regarding their learner registrations or programme administration. The Vocational Quality Standards Administrator will provide responsive and professional support to customers across a range of essential transactions.

Key Accountabilities:

Qualification Approvals

• Responding to queries relating to customised qualifications

• Handling customer applications for amendments

• Advising customers on all aspects of the quality standards process, for any learner or centre issue, from application receipt to approval confirmation

• Advising customers on the usage of Edexcel Online for the processing and progress monitoring of learner registrations

• Advising customers on the eligibility of their learners

• Handling the archiving of applications and, where necessary, accessing these archives in order to resolve customer queries

• Supporting ICC team during busy periods including L3/L2 results days.

Centre Records

• Using appropriate operating systems to update centre records, including addresses and contact details

• Understanding centre authorisation

• Monitoring the status of centre accounts and actioning closures when required

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 business processes

Personal Style and Behaviour:

• Professional with a flexible and helpful attitude

• Able to work effectively in a dynamic and demanding environment

Location: Office based 5 days a week at Hellaby.

Your rewards & benefits

We know you’ll do great work, so we give a lot back with some of the best benefits in the business. We know one size doesn’t fit all, so our workplace programs meet the different needs of our diverse teams, and their families, too.

Please see our attractive UK benefits here: Pearson Jobs - Benefits

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: On-site

Req ID: 16844