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Job Description

Position Title:

Results Resolution Coordinator

Business Area Overview:

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. Results Resolution is a customer focused team responsible for the delivery of over 9 million examination results per annum. This includes A-Level, GCSE and BTEC results to students in UK and International centres.

The post holder will be responsible for completing and coordinating processes within the Results Resolution department to support the resolution of queries to ensure results are released to candidates. The post holder may be responsible for coordinating a team of seasonal staff at peak processing times. This includes supporting recruitment, induction and training.

Position Description:

Key Accountabilities

• 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 Tasks

• Record, monitor and feedback time and attendance of seasonal resource

• Create and maintain work instructions and training material

• Train and assess seasonal resource

• Monitor work throughput against schedule

• Work allocation and distribution to team

• Appropriately escalate key issues where necessary

• Complete daily/weekly/monthly reports or as designated by line manager

• Complete regular Health and Safety checks

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 multiple/ different IT systems

• Supporting various stakeholders from different teams

• Influencing and working closely with colleagues

• Restrictions on annual leave during peak periods

Skills:

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

Previous Experience

Essential

• Ability to work in a team

• Working in an office environment

Desirable

• Previous experience and knowledge of working within an awarding body·

Personal Style and Behaviour

The Results Resolution 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.

Country of Work:

UK

Place of Work:

Lowton House, Hellaby or other locations as required

Hours of work:

37.5 hours per week, 7.5 hours per day Monday to Friday

Qualifications - External

Education, Qualifications & Training

Essential

• Educated in English and Maths level 2/ GCSE grades A-C or Levels 4-9 or equivalent

Desirable

• Intermediate skills in MS Excel (or equivalent spreadsheet)