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- Tasks: Lead eligibility checks for BTEC qualifications and support customer service teams.
- Company: Join Pearson, a diverse employer committed to inclusivity and community support.
- Benefits: Enjoy 25 days holiday, flexible work policies, and a generous pension scheme.
- Why this job: Be part of a dynamic team ensuring accurate results and making a real impact.
- Qualifications: Confident communicator with strong attention to detail and good PC skills required.
- Other info: Opportunity to work in a supportive environment with various employee wellbeing programmes.
The predicted salary is between 36000 - 60000 £ per year.
This job is with Pearson, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.
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 Eligibility Team supports the delivery of accurate results to every candidate in each examination session.
About the Role: The Eligibility Process Leader will support eligibility checks to ensure that all students on a BTEC qualification are eligible to achieve their full qualification. The role forms part of the Results Resolution team who process results for General and Vocational Qualifications suite; it will also include providing second line support to customer service teams on these processes; and support other Qualification Processing processes as required.
Location: This role is based in our office in Hellaby, Rotherham.
Key Accountabilities:
- Contacting and liaising with centres via telephone, CRM and email.
- Processing form queries to advise of VQ eligibility.
- Carrying out chase activity to support the customer engagement initiative.
- Working closely with colleagues within the wider Results Resolution team to ensure timely delivery of results.
- Managing own workload to ensure effective prioritisation.
- Complete quality checks of process activity and results data to support the delivery of accurate results.
- Supporting the Processing Assistant and leading temporary team members.
- Work in other areas of the business 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:
- Confident and professional in liaising with internal teams and external stakeholders (e.g. centres) via phone, email, and CRM.
- Able to explain processes clearly and respond to queries effectively.
- Strong focus on quality assurance when reviewing results data and processing activity.
- Able to spot inconsistencies and errors, ensuring data integrity under pressure.
- Proactively manages a fluctuating workload and competing deadlines.
- Capable of planning and adjusting work to meet immoveable timelines.
- Maintains performance during periods of high volume or change.
- Flexible and responsive to shifting priorities and working patterns, especially during peak times.
- Uses sound judgement to resolve issues and escalate appropriately.
- Comfortable working independently while also supporting wider team goals.
- Works collaboratively with colleagues in Results Resolution and provides guidance to temporary staff.
- Willingly supports team members and contributes to shared success.
- Good PC and Microsoft Office skills, including intermediate skills in Excel.
Desirable:
- Previous experience and knowledge of working within an Awarding Organisation.
- Experience of working in a customer service environment.
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.
Eligibility Process Leader employer: Pearson
Contact Detail:
Pearson Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Eligibility Process Leader
✨Tip Number 1
Familiarise yourself with the BTEC qualification process and eligibility criteria. Understanding the nuances of these qualifications will help you communicate effectively with centres and answer queries confidently.
✨Tip Number 2
Brush up on your customer service skills, especially in handling queries via phone and email. Being able to explain processes clearly and respond to questions effectively is crucial for this role.
✨Tip Number 3
Demonstrate your ability to manage fluctuating workloads by sharing examples from previous experiences. Highlight how you've successfully prioritised tasks under pressure, especially during peak times.
✨Tip Number 4
Showcase your attention to detail by discussing any past experiences where you ensured data integrity or quality assurance. This will be key in processing results accurately and spotting inconsistencies.
We think you need these skills to ace Eligibility Process Leader
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the key responsibilities and requirements of the Eligibility Process Leader position. Tailor your application to highlight how your skills and experiences align with these aspects.
Highlight Relevant Experience: Emphasise any previous experience in customer service or within an awarding organisation. Provide specific examples of how you've managed workloads, ensured data integrity, and worked under tight deadlines.
Showcase Communication Skills: Since the role involves liaising with internal teams and external stakeholders, make sure to demonstrate your strong communication skills in your application. Use clear and concise language to convey your ability to explain processes and respond to queries effectively.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. Attention to detail is crucial for this role, so ensure your application reflects that quality.
How to prepare for a job interview at Pearson
✨Understand the Role
Make sure you thoroughly understand the responsibilities of the Eligibility Process Leader. Familiarise yourself with the eligibility checks and how they impact students' qualifications. This will help you answer questions confidently and demonstrate your knowledge during the interview.
✨Showcase Your Communication Skills
Since the role involves liaising with internal teams and external stakeholders, be prepared to discuss your communication style. Provide examples of how you've effectively communicated complex information in previous roles, especially in customer service settings.
✨Demonstrate Attention to Detail
Highlight your ability to spot inconsistencies and errors in data. Prepare to discuss specific instances where your attention to detail has led to successful outcomes, particularly in high-pressure situations or when working with tight deadlines.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to manage competing deadlines. Think of examples from your past experiences where you successfully navigated challenges, especially in a fluctuating workload environment.