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- Tasks: Assist in processing modified exam materials for students with additional needs.
- Company: Join Pearson, a leader in educational services, committed to accessibility and inclusivity.
- Benefits: Enjoy flexible working patterns, competitive pay, and a supportive team environment.
- Why this job: Make a real impact by helping students access their exams while developing valuable skills.
- Qualifications: GCSEs in English and Maths required; strong PC skills essential.
- Other info: Office-based role in Rotherham; training provided for temporary staff.
The predicted salary is between 24000 - 36000 £ per year.
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 Modified Formats Team process and manage requests for exam materials used by students with visual impairments and other additional needs. We offer a range of modified papers including braille and large print formats to enable all students to access their exams.
About the Role
Reporting to the Modified Formats Team Manager the role ensures the effective delivery of modified exam materials across Pearson Qualification Services for allGeneral, Vocational and Functional Skills Qualifications. The team work to tight immovable deadlines to ensure that each student receives their modified paper in time for their exam.
This is an office-based role working from our Hellaby office in Rotherham.
Key Accountabilities
- Deliver the processes allocated by the Team Manager to meet agreed service levels in line with process documentation
- Effectively escalate any issues to the Team Manager
- Complete quality checks of process activity
- Ensure a high standard of customer service at all times
- Liaise with customers and customer service teams by phone and email
- Develop and maintain a professional working relationship with internal and external customers
- During peak processing periods train and support temporary staff in line with Pearson’s policies, procedures and values
- Participate in regular team communication to review progress
- Carry out other duties as directed by management. This may include working from other local facilities
- Build a working understanding of the regulations relating to accessibility in qualifications (i.e. JCQ Regulations and UKAAF Guidelines)
Key Tasks
- Carry out quality checks on Modified Papers following Pearson House Styles and UKAAF Guidance.
- Communication and management of third-party suppliers.
- Supporting Team Manager with the management of temporary staff, including training and delegation of work.
- Liaising and supporting various stakeholders from different teams.
- Provide second line support to the customer service teams on a range of queries.
- Liaise directly with customer to obtain the information required to complete requests.
- Liaise directly with external suppliers to obtain the information required to complete requests.
- Escalate any issues identified in an accurate and timely manner to the Team Manager
- Support other Customer Operations processes as required.
Skills/Qualifications
- Flexible attitude and willingness to collaborate with other teams to build strong working relationships
- Ability to understand complex systems, and apply regulations and processes to support problem solving
- Strong organisational skills and ability to multi task
- Adaptability and ability to react positively to change
- Demonstrate customer service focus to both internal and external customers
- Demonstrate effective communication in both verbal and written forms
- Facilitate cooperation and motivate self and team members to accomplish goals
- Able to identify and analyse potential issues and escalate to the Team Manager
- Make recommendations for alternative solutions
- Demonstrate attention to detail
- Simultaneously managing multiple high priority tasks
- Flexibility of working patterns during peak periods
Education and Skills
Essential
- Educated to minimum of GCSE level or equivalent in English and Mathematics
- Good PC and Microsoft Office skills, including intermediate skills in Excel
Desirable
- Previous experience working with Oracle systems (AS400 iSeries/IQS)
Previous Experience
Essential
- Demonstrate ability to multi-task and involvement in delivery of multiple activities
- Experience in managing own time
Desirable
- Previous experience and knowledge of working with or within an Awarding Organisation
Your rewards & benefits
We know you’ll do great work, so we give a lot back with some of the best benefits in the business. We know one size doesn’t fit all, so our workplace programs meet the different needs of our diverse teams, and their families, too.
Please see our attractive UK benefits here:Pearson Jobs – Benefits
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Modified Formats Processing Assistant employer: Pearson - UK
Contact Detail:
Pearson - UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Modified Formats Processing Assistant
✨Tip Number 1
Familiarise yourself with the regulations relating to accessibility in qualifications, such as JCQ Regulations and UKAAF Guidelines. This knowledge will not only help you understand the role better but also demonstrate your commitment to supporting students with additional needs.
✨Tip Number 2
Showcase your organisational skills by preparing examples of how you've successfully managed multiple tasks or projects in the past. Being able to discuss specific instances where you've excelled under pressure will make you stand out during any discussions.
✨Tip Number 3
Highlight your customer service experience, especially in roles that required effective communication with various stakeholders. Be ready to share how you’ve resolved issues or improved customer satisfaction in previous positions.
✨Tip Number 4
If you have experience with Oracle systems or similar software, be sure to mention it. Even if it's not essential, showing familiarity with relevant technology can give you an edge over other candidates.
We think you need these skills to ace Modified Formats Processing Assistant
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Modified Formats Processing Assistant role. Emphasise your organisational skills, attention to detail, and any previous experience in customer service or working with complex systems.
Craft a Compelling Cover Letter: Write a cover letter that specifically addresses the key accountabilities of the role. Mention your understanding of accessibility regulations and how your flexible attitude and collaborative spirit make you a great fit for the team.
Showcase Relevant Skills: In your application, clearly demonstrate your proficiency in Microsoft Office, particularly Excel, and any experience with Oracle systems. Highlight your ability to manage multiple tasks and your customer service focus.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for this role.
How to prepare for a job interview at Pearson - UK
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Modified Formats Processing Assistant. Familiarise yourself with the processes involved in delivering modified exam materials and the importance of meeting tight deadlines.
✨Showcase Your Customer Service Skills
Since this role involves liaising with customers and internal teams, be prepared to discuss your previous customer service experiences. Highlight how you've effectively communicated and resolved issues in the past.
✨Demonstrate Attention to Detail
Given the nature of the job, attention to detail is crucial. Be ready to provide examples of how you've ensured quality in your work, especially when handling complex systems or regulations.
✨Prepare for Team Dynamics
This position requires collaboration with various teams. Think of examples where you've successfully worked in a team environment, trained others, or adapted to changes in a fast-paced setting.