Description
Summary
Purpose:
To administer all processes in the department including processing exam access arrangements and reasonable adjustments for students with learning/physical difficulties, processing special consideration applications and advising schools when students are temporarily disadvantaged in their exams.
To ensure that all tasks are completed accurately and within the challenging timelines.
To provide the highest level of customer support at all times and contribute as part of a team to continuous improvement in order to keep processes effective for the current environment.Landscape:
Special Requirements sits within Regulation & Compliance and works with Exams Officers and SENCos in centres as well as with colleagues in multiple teams across the business
Activities:
·Process access arrangement and special consideration applications within agreed timeframes.·Respond to a range of simple and complex queries from centres via email and phone calls.·Make informed decisions based on the framework of published legislation and guidelines.·Maintain a professional relationship with all customers by actively listening to their needs and responding appropriately.·Demonstrate an awareness of the possible impact on the business of current disability and·equality legislation.·Work with colleagues in other departments to ensure the best outcome for the individual learner.To be successful in this role, you will need to know:
·Customer focussed – have the ability to project a positive and helpful attitude·Be an effective communicator who can engage with a variety people·Have good attention to detail·Problem solver – have the ability to work methodically through a problem to reach a solution·Have the ability to be flexible to ensure delivery of consistently high quality customer service during periods of varying customer demand·Have empathy when communicating with centres regarding particularly sensitive situations·Know when to use questions to understand and clarify issues/queries·Be a proficient user of MS Office