Job Overview
The appointed individual will perform the administration and invigilation of exams, taking ownership of all operational policies and procedures for examination processes and demonstrating a high level of customer service to candidates while enhancing the brand image.
Working Arrangements
* You will manage two sites: Newcastle and Morpeth PPC.
* Pay rate of £16.30 per hour and 37.5 hours per week.
* Local travel to other PPCs or temporary locations may be required.
* A flexible approach to working is essential, as opening hours vary with test volume.
* Must be flexible and reliable – Saturdays and some evenings required.
Key Responsibilities
* Act as line manager for all test centre staff regarding employee relations, training & development, absence management and performance management.
* Support the Regional Manager with recruitment issues and conduct staff interviews as required.
* Carry out 1‑2‑1 meetings, performance reviews and development reviews with staff as required.
* Maintain and update local site administration and documentation.
* Ensure all compliance standards and Pearson VUE security protocols are adhered to.
* Stay current on testing procedures and client requirements, including updates and changes.
* Create draft site staffing schedules and collect test centre time‑keeping records for communication to the Regional Manager.
* Prepare and send other reports and information as requested by the Regional Manager.
* Serve as local contact point for operations, building management, site security, deliveries, vendors, etc., and elevate issues to the Regional Manager as appropriate.
* Verify correct staffing levels are maintained according to plan and notify the Regional Manager of all staffing issues.
* Oversee overall day‑to‑day operation of the PPC and coordinate activities and instructions from Regional Managers and other Test Centre Management.
* Monitor supplies inventory and order inventory when applicable within budget guidelines.
* Promote a safe and healthy working environment in compliance with health and safety policies and general management responsibilities.
* Support and implement company policies around Health and Safety, Security, Quality and Business Continuity.
Key Activities
* Provide a high level of customer service in the test centres.
* Ensure candidate needs are met with understanding and respect.
* Maintain professional relationships with client representatives.
* Ensure equipment is operational and test stations are free of extraneous materials.
* Review transmission and error logs in locally operating software to ensure proper functioning.
* Periodically download and review examinations and test centre schedules.
* Review test schedule and prepare for candidate(s), including those with special needs.
* Sign candidates in, verifying candidate identity according to Pearson VUE and client sign‑in procedures.
* Explain the test process to candidates and address queries.
* Understand testing needs and procedures for each client.
* Maintain integrity and security of the tests, supervising to required standard.
* Comply with all incident reporting and escalation procedures.
* Print and provide post‑test score reports to candidates, if applicable.
* Schedule appointments for possible call‑in and/or walk‑in candidates, if applicable.
* Communicate with Pearson VUE technical support to investigate and fix technical issues.
* Maintain own competencies in all systems and procedures, requesting training as necessary.
* Adhere to company policies and procedures in IT, HR and Security.
* Undertake all accreditations and skills checks required by the business.
* Support and deliver any events and alternative test delivery processes defined in permanent and temporary locations.
* Ensure all hours are recorded and authorised within company guidelines.
* Comply with business needs on a day‑to‑day basis.
* Assist with business initiatives to maximise centre profitability.
* Perform other administrative tasks as required.
* Perform daily test centre opening and closing procedures.
* Help ensure a clean, professional, quiet testing atmosphere in the centre.
* Undertake reasonable additional duties to ensure smooth operation of the test centre.
Essential Experience & Qualifications
* Experience in a customer‑facing role.
* Experience coordinating and administering activities of a team.
* Strong administration and reporting skills.
* Able to serve as a representative and professional contact point for internal and external stakeholders.
* Exceptional customer service skills.
* Strong communication skills, both written and verbal, in technical and functional areas.
* Able to work independently as well as part of a team.
* Enjoy working with people, comfortable in a quiet environment, with effective time‑management skills and able to work effectively under pressure.
* Strong attention to detail and organisational skills.
* Must be Pearson VUE certified for a Testing Administrator and pass annual re‑certification.
* PC literate, comfortable with Microsoft Office and Windows applications.
Desirable Experience & Qualifications
* Experience in a testing environment.
Equal Opportunity Employer
Pearson is an Equal Opportunity Employer and a member of E‑Verify. Employment decisions are based on qualifications, merit and business need. 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. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.
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.
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