Test Centre Manager - Slough & Uxbridge

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Job Description

Pearson is the world's leading learning company, with 40,000 employees in more than 80 countries helping people of all ages to make measurable progress in their lives. We have a simple mission: to help people make more of their lives through learning. Pearson VUE is a business within Pearson PLC and is the global leader in computer-based testing for information technology, academic, government and professional testing programs around the world. The appointed individual will perform the administration and invigilation of exams; this includes understanding, implementing and taking ownership of all aspects of the operational policies and procedures of all examination processes. The individual will also demonstrate a high level of customer service to candidates and be responsible for the continual enhancement of the brand image.

Working Arrangements

• Test Centre Managers required to manage the Slough (DVSA) and Uxbridge test centres in a dual role - You will be required to spend 3 days in Slough & 1 in Uxbridge weekly or as needed.
• Some local travel to other PPC's or temporary locations may be required.
• A flexible approach to working is essential for this position as opening hours will vary according to the volume of tests booked.
• Must be flexible and reliable - Must be able to work Monday to Saturday and from 07:30/19:15 throughout the week as required.

Key Responsibilities

• Act as Line manager for all test centre staff regarding employee relations, training & development, absence management and performance management.
• Support the Regional Manager in recruitment issues and conduct staff interviews as required.
• Carry out 1-2-1 meetings, Performance Reviews and Development Reviews with staff as required.
• Ensure all compliance standards relating to the test centre operation and Pearson VUE stringent security protocols are adhered to.
• Ensure personal responsibility for understanding and delivery of testing following updates and changes to client requirements / testing, as they occur.
• Serve as the local contact point for operations, building management, site security, deliveries, vendors, etc., and escalate issues to the Regional Manager as appropriate.
• Oversee overall day-to-day operation of the PPC, and co-ordinate activities and instructions from Regional Managers and other Test Centre Management.
• All employees have a responsibility to co-operate in promoting and maintaining a safe and healthy working environment, and to take reasonable care of their own health and safety at work and that of all other staff that may be affected by their acts or omissions.
• Professional understanding of the business requirement, KPI aware and excellent standards.

Key Activities

• Provide a high level of customer service in the test centres at all times.
• Ensure candidate needs are met with understanding and respect.
• Maintain professional relationships with client representatives.
• Ensure equipment is operational and test stations are free of extraneous materials.
• Review test schedule and prepare for candidate(s), including those that may have special needs.
• Sign candidates in (including verification of candidate identity) according to Pearson VUE and client sign-in procedures.
• As required, explain the test process to candidates and deal with other queries.
• Ensure the integrity and security of the tests are maintained and that they are supervised to the required standard.
• Comply with all incident reporting and escalation procedures.
• Maintain own competencies in all of the systems and procedures and request training as necessary.
• Support and deliver any events and alternative test delivery processes as defined, both in permanent and temporary locations.
• Perform daily test centre opening and closing procedures.
• Help to ensure a clean, professional, quiet testing atmosphere in the centre.
• Perform other administrative tasks as required.

Essential Experience & Qualifications

• Experience in a customer facing role.
• Experience of coordinating and administering activities of a team.
• Strong administration and reporting skills.
• Exceptional customer service skills.
• Strong communication skills both written and verbal.
• Able to work independently as well as part of a team.
• Strong attention to detail and organisational skills are required.
• Must be Pearson VUE certified for a Testing Administrator and pass a re-certification annually.
• PC literate, comfort with the use of a full range of Microsoft Office and Windows applications.

Desirable Experience & Qualifications

• Experience in a testing environment.

About Us

Who we are:

At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company.