Results Resolution Process Leader - Scripts
Location: Rotherham, United Kingdom
Job: PRODUCTION/OPERATIONS
Schedule: FULL_TIME
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 Results Resolution team supports the delivery of accurate results to every candidate in each examination session.
About the Role
Reporting to the Delivery Manager, this role ensures the effective processing of the Script process during exam series. Working to tight immovable deadlines to ensure all scripts have been received into the scanning facility in Hellaby. This role covers the GQ and VQ qualification suites. This role is based in our office in Hellaby, Rotherham.
Key Accountabilities
1. Provide a customer focused service, ensuring both written and verbal communication is clear and concise, and that all communicated information is accurate.
2. Interpret and utilise management information and make informed decisions from it, escalating as appropriate.
3. Ensure candidate scripts have been chased and received, all queries relating to scripts such as script searches are completed within agreed service levels.
4. Lead processing activities.
5. During peak processing periods, lead a team of seasonal staff.
6. Deliver daily/weekly/monthly team briefs.
7. Gather information to support the resolution of complaints and queries as directed by line manager.
8. Work in other areas of the business as required.
9. React positively to change and adapt to the challenges.
10. Support various stakeholders from different teams and manage multiple high priority tasks.
We will 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. When you join our Pearson family you can look forward to:
* A starting holiday of 25 days plus UK public holidays, earning 1 additional day’s holiday per year worked.
* 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.
* Cycle to work program, gym membership concessions, along with retail and leisure discounts.
Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law.
If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com.
At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. Learn more at We are Pearson.
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