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 Special Requirements team supports the delivery of accurate results to every candidate in each examination session.

About the Role

The Special Requirements Process Leader will support and deliver various processes such as Access Arrangement, Special Consideration, Transferred Candidate and Transfer of Credit processes across Pearson Qualification Services’ General and Vocational Qualifications suite; provide second line support to customer service teams on these processes; and support other Qualification Processing processes as required.

This role is based in our office in Hellaby, Rotherham.

Key Accountabilities

Process Access Arrangements, Special Considerations, Transferred Candidate and Transfer of Credit processes across all qualifications within service level as directed by the Senior Deliver Manager

Provide second line support to the customer service teams on a range of queries

Escalate any issues identified in an accurate and timely manner to the Team Manager

Deal with highly sensitive queries

Complete quality checks of process activity and results data to support the delivery of accurate results

During peak processing periods lead and support temporary staff in line with Pearson’s policies, procedures and values

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

Support other Qualification Processing activities as required

Key Challenges

Due to the nature of the examination process, the volume of work varies throughout the year.

Working to tight, and immoveable, deadlines

Attention to detail and careful analysis

Flexibility of working patterns during peak periods

Reacting positively to change

Adapting to the challenges

Adapting to multiple/ different IT systems

Simultaneously managing multiple high priority tasks

Previous Experience

Essential

Demonstrate ability to multi-task and involvement in delivery of multiple activities

Experience in managing own time

Good PC and Microsoft Office skills, including intermediate skills in Excel

Desirable

Previous experience and knowledge of working within an Awarding Organisation

Experience of working in a customer service environment

Your Reward & Benefits

We’ll expect a lot, and we know you’ll do great work, so we give a lot back with some of the best benefits in the business. We know that one size doesn’t fit all, so our workplace programmes meet the different needs of our diverse teams and their families too. There is a range of options, too many to list here, but when you join our Pearson family you can look forward to:

A starting holiday of 25 days plus UK public holidays and you’ll earn 1 additional day’s holiday per year you work with us.

A generous pension scheme where we match and double what you contribute.

Maternity, paternity, and family care leave as well as flexible work policies.

Stock/share purchase options.

Healthcare and dental plans, and an employee wellbeing assistance programme for you and your family to help balance work, family, and personal life.

Cycle to work program, gym membership concessions in selected office locations, along with retail and leisure discounts.

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: 17141

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