Special Requirements Processing Assistant

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 Processing Assistant 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 Special Requirements Team Leader.
• 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 Leader.
• Deal with highly sensitive queries.
• Complete quality checks of process activity and results data to support the delivery of accurate results.
• 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.

What we are looking for:

The successful candidate will effectively manage multiple tasks and activities while maintaining a high standard of delivery. Time management skills are essential, ensuring efficiency and productivity in a fast-paced environment. Proficiency in PC operations and Microsoft Office, particularly intermediate-level Excel skills, is crucial for handling data and administrative tasks with accuracy. Additionally, prior experience within an Awarding Organisation and a background in customer service would be advantageous, providing valuable insights into industry-specific processes and enhancing overall service quality.

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.