Customer service administrator

Job Description

The Qualifications Processing (QP) directorate consists of several areas, which work together to deliver General and Vocational Qualification operations throughout the year. The Modified Formats Team process and manage requests for exam materials used by students with visual impairments and other additional needs. We offer a range of modified papers including braille and large print formats to enable all students to access their exams.

About the Role

Reporting to the Modified Formats Team Manager the role ensures the effective delivery of modified exam materials across Pearson Qualification Services for all General, Vocational and Functional Skills Qualifications. The team work to tight immovable deadlines to ensure that each student receives their modified paper in time for their exam. This is an office-based role working from our Hellaby office in Rotherham.

Key Accountabilities

1. Deliver the processes allocated by the Team Manager to meet agreed service levels in line with process documentation
2. Effectively escalate any issues to the Team Manager
3. Complete quality checks of process activity
4. Ensure a high standard of customer service at all times
5. Liaise with customers and customer service teams by phone and email
6. Develop and maintain a professional working relationship with internal and external customers