Advanced Associate, Professional Services Assessment & Qualifications

Description

Position Title : Advanced Associate Professional Services Assessment & Qualifications

Job Description : As an Advanced Associate Professional Services Assessment & Qualifications within the eProcessing team you will support accurate and timely registrations entries results and certification by completing and qualitychecking essential backoffice processes. You will provide secondline support to customer service teams and examination centers resolve complex registration and data issues and maintain strong customer service through effective communication across phone email and Microsoft Teams. Additionally you will help lead temporary staff during peak periods ensure service levels are met and contribute to accurate results processing and certificate delivery while collaborating with internal teams.

Business Area Overview :

The eProcessing team is part of the Assessment & Qualifications division and is responsible for ensuring accurate and timely registrations entries results and certification for our customers. The team also provides expert advice on complex entry and registration issues for the first line customer service teams.

Position Description :

Role Specific :

Reporting to a team manager the purpose of this role is to complete and quality check key back-office activities which underpin the entry and registration transactions. The post holder will also provide second line support to our customer service teams and to customers in examination centers with complex issues relating to our processes.

Key Accountabilities :

• Ensure a high standard of customer service at all times
• Liaise with customer and customer service teams by phone Microsoft Teams and email
• Develop and maintain a professional working relationship with internal and external customers
• During peak processing periods lead a team of temporary staff in line with Pearsons policies procedures and values
• Deliver processes to meet service level agreements
• Effectively escalate and issues to the team manager
• Complete quality checks of results data to support the delivery of accurate results
• Participate in regular team communication to review progress
• Carry out other duties as directed by management. This may include working from other local facilities and supporting other teams across the business
• Process Specific :
• Resolve errors in candidate registration and entry data received from customers
• Resolve queries received from customer and first line customer service teams
• Support the accurate complete and timely delivery of certificates to customers
• Co-ordinate the production of early certificates for customers when required
• Provide second line support to the customer service teams on a range of queries including system related queries

Skills / Qualifications :

Individual Core Competencies :

Education : Essential :

Desirable :

Previous Experience :

Essential :

Desirable :

Hours of work :

Required Experience :

IC

Key Skills

Close Protection,Credit Control,Customer Service,Government,Analytics

Employment Type : Full-Time

Experience : years

Vacancy : 1