Eligibility Process Leader - #1747682

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.

1108999

Job: Production

Job Family: PRODUCTION/OPERATIONS

Organization: Assessment & Qualifications

Schedule: FULL_TIME

Req ID: 19520