Description
Summary
Purpose:
Reporting to the Special Requirements Manager you will work collaboratively to manage the team and delivery, ensuring an excellent level of customer service is provided at all times. You will coordinate the delivery of prompt and compliant processes across modified question papers/items, access arrangements and special consideration. Responsible for collating and analysing department data, you will review against agreed measures, working closely with relevant colleagues to monitor performance and to quickly identify and address backlogs or issues.
Working with the Special Requirements Manager you will play a key part in driving continuous improvement, providing both internal and external feedback to help drive changes aligned to customer and fairness, supporting AQA to meet its commitment to reliable delivery, shape the future and be effective at all times. You will positively contribute to the culture and working practices of AQA bringing a positive and open mindset to change and championing AQA’s culture and ways of working.
Working across AQA collaboratively with internal and external stakeholders you will be required to provide insight, work collaboratively with other awarding organisations through relevant JCQ groups and present at or attend external events. As a subject matter expert, you will provide support regarding equality and disability legislation to a variety of stakeholders and apply the main duties placed on AQA by such legislation.Landscape:
Special Requirements is a team of c10, which increases in size during its peak delivery period in the summer, who represent AQA by closely working with SENDCOs and other centre representatives to mitigate disadvantage for students. The Special requirements Coordinators lead teams of administrators, managing high volumes of customer contact through a variety of touchpoints in a fast-paced and highly regulated field, ensuring AQA meets its regulatory obligations.
Activities:
Exemplify the behaviours, values and leadership approach we wish Operations to be famous for. Guide the team through consistently demonstrating these values and behaviours.
Build exceptional relationships with our internal and external customers, guiding the team in consistently delivering a best-in-class service that meets our customers’ needs.
Model leadership behaviours with confidence and to get the very best from direct reports and teams by providing clarity, feedback, coaching and development, while continuously seeking to enhance performance in line with business objectives, time and quality.
Manage progress against agreed KPIs in real-time to ensure efficient, timely and quality outcomes and resolution of backlogs and issues. Proactively engaging with oversight and assurance activities
Represent AQA’s interests in JCQ guidance on special requirements and provide guidance to the wider business as required.
Understanding the issues which affect which stakeholder groups, liaise internally and externally to ensure any new ways of working identified are fit for purpose and can be operationalised.
Plan the delivery of processes, effectively identifying risks/mitigations appropriately.
Embed the ethos of continuous improvement cycle by reviewing and updating the effectiveness of all processes in the area, being responsive to customers’ needs.
Maintain fit for purpose systems and process that enable the collection of accurate and timely data; analyse data to identify improvements and trends; report on key findings, drawing conclusions and making recommendations.
Act as an SME by working with relevant colleagues, undertake awareness-raising activities such as hosting webinars, attending conferences or writing guidance
Ensure AQA is safe and legally compliant by applying AQA’s policies and other legislative requirements and keeping records, files, reports and documentation secure, accurate and up to date in line with GDPR regulations and company policy.
Ensure a good clear understanding of the main points of legislation affecting special requirements
Undertake any other tasks commensurate with the role.
To be successful in this role, you will need to know:
Experienced people manager with a track record of challenging and motivating a team, setting challenging targets and supports staff to achieve them
Excellent written and verbal communication skills, with attention to detail and accuracy, the ability to produce clear procedural guidance/training materials
Excellent organisation and time management skills, including ability to effectively prioritise and delegate
Results focused: Experience of managing multiple activities concurrently to tight deadlines in a complex administrative operation and used to working with MI/KPIs
Strategic thinker: proactively identifying and delivering continuous improvement that will embed change that add value to our customers
Ability to identify changes in business and/or customer needs and facilitate development of appropriate solutions
Have a learning and development mindset, open to giving and receiving feedback, committed to improving self and working practices