Pearson Recognition and Approvals Advisor in United Kingdom
Recognition and Approvals Advisor
At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.
Competencies - Skills, Abilities, and Knowledge:
Pearson Core Competencies - Managing Self
Providing a Customer Focused Service
Being Commercial in our Approach to Work
Delivering Goals in a Changing Environment
Influencing Others to Make Things Happen
Maximising the Performance and Potential of Self and Others
Additional Competencies (Skills, Abilities and Knowledge) required to perform the role:
Must have customer service focus and be responsive to both internal and external customers
Strong communication, negotiation, and presentation skills
High degree of initiative and independent judgment; strong attention to detail
Strong interpersonal and relationship building skills
Previous Work Experience:
Experience of working in a customer-facing role
Experience of responding to customer enquiries by telephone and in writing
Educated to degree level or equivalent
Experience in handling customer complaints
An understanding of the UK examinations system
Experience in designing and delivering improvements to customer service processes
Personal Style and Behaviour:
Professional with a flexible and helpful attitude
Able to work effectively in a dynamic and demanding environment
Advising customers on the administration of BTEC and NVQ programme and centre approvals
Responding to queries relating to customised qualifications
Handling customer applications for amendments
Advising customers on all aspects of the approvals process, for any programme or centre approval, from application receipt to approval letter
Advising customers on the usage of Edexcel Online for the processing and progress monitoring of approvals
Using appropriate operating systems to maintain award titles
Advising customers on accreditation and approval periods
Handling the auto-approvals process
Handling the archiving of approval applications and, where necessary, accessing these archives in order to resolve customer queries
Using Edexcel Online approvals functionality
Onscreen Testing Approvals
Handling applications and approvals in relation to onscreen testing (Key Skills, E3, ALAN, BTEC short courses (Passenger transport etc), Technical Certificates, GCSE onscreen pilots (MFL, CBE, Business)
Advising newly-approved centres to ensure that appropriate software has been installed to administer onscreen tests
GQ Centre Records
Understanding and advising customers on issues relating to NCN and centre numbers
Using appropriate operating systems to update centre records, including addresses and contact details
Ensuring that updates are accurately reflected by Edexcel Online
Understanding and handling mergers
Confirming centre numbers to NCN
Customer Services comprises approximately 80 members of staff across eight primary functions; Service Operations, Customised Services, Operations Management, Service Quality, Product Review, Systems Design & Support, Business Solutions and Programme Governance.
A major investment programme has been launched which will touch every area and function of the business, from product design and delivery to IT and human resource management, as well as established customer-facing areas within our contact centre and back office operation.
The Customer Services teams handle between 50% and 70% of customer queries referred to One90. Customers increasingly require access to reliable information across GQ and VQ qualifications, and the team’s structure has been aligned to these priorities in order to provide customers with the personalised relationship they seek.
These teams are responsible for providing:
an integrated account management structure (across Edexcel and VUE)
an account management team managing customised accounts
a company-wide quality management structure
the co-ordination of an organisation-wide change programme (“ Alpha ”)
The launch of GCE 2008, GCSE 2009 and the Diploma, as well as our commitment to improving service levels within BTEC, mean that Edexcel’s approach to customer engagement will be central to our ongoing success. Increasingly we will be looking to compete on service by providing reassurance, support and expertise to all of our customers, as the educational landscape enters a challenging transition period. The team is responsible for transforming our service proposition into a real strategic asset: one which differentiates us from our competitors and becomes the primary reason for wanting to do business with Edexcel. In addition, there is a clear obligation to provide all divisions (in particular our sales and product design teams) with a route into Operations in order to develop a coherent approach when managing our customers’ expectations and requirements.
Standard Edexcel hours, to be agreed with line manager at start. There may be a requirement to work outside of normal hours on occasion, subject to mutual agreement with line management.
Personal skills, knowledge and attributes
Flexible attitude and willingness to help other teams as required.
Good communicator – written and verbal.
Good IT skills.
Able to work under pressure.
Excellent customer service.
Primary Location: United Kingdom
Employee Status: Regular Employee
Job Type: Standard
Shift: Day Job
Job Posting: Jul 11, 2018
Job Unposting: Jul 24, 2018
Schedule: Full-time Regular
Req ID: 1809864
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled