Advanced Associate, Professional Services, this role aligns to industry-level titles such as Process Leader

Reports to: Team Manager, Results Resolution and Special Requirements 

The Role 

In this role, you will support learners, customers, and internal teams by leading on the script return process. UK and International Schools and Colleges return scripts to be marked in every exam session, it is the responsibility of the post holder to track the scripts back to the scanning facility liaising with both customers and courier services. You will play an important part in ensuring every interaction reflects Pearson’s commitment to accuracy, fairness, and high-quality customer service. 

You will work in a detail-focused, customer-facing environment where accuracy, timeliness, and professionalism are essential. In your first six months, you will make an impact by consistently meeting service level agreements (SLAs), maintaining strong quality standards, and contributing positively to team collaboration and process improvement. 

The Results Resolution and Special Requirements team form part of the Qualifications Processing directorate. The team supports the delivery of General and Vocational qualification results to candidates in each series. This is an office-based role, in Hellaby, Rotherham.  

What You’ll Own 

Success in this role is defined by delivering accurate, timely outcomes while maintaining a consistently high standard of customer care. 

You will be responsible for: 

Owning the end-to-end processing of the script return process.  

Ensuring searches are complete and logged  

Resolving queries from customers and external stakeholders promptly and professionally. 

Providing timely and accurate delivery of information across all communication channels, including Microsoft Teams, phone, and email. 

Ensuring all work meets agreed service level agreements (SLAs) and quality standards. 

You will also: 

Maintain a high standard of customer service at all times. 

Build and maintain effective working relationships with internal and external stakeholders. 

Lead and support temporary staff during peak processing periods, in line with Pearson policies and values. 

Escalate risks, issues, or concerns to the Manager as appropriate. 

Actively participate in team meetings, reviews, and process discussions. 

Contribute ideas and recommendations for process improvements. 

Demonstrate and live the Pearson Essential Behaviours in all aspects of your work. 

About You 

You bring a strong customer service focus, excellent attention to detail, and the ability to manage multiple priorities effectively. You communicate clearly and professionally with customers, peers, and stakeholders, and you take accountability for delivering accurate, high-quality work. 

You are comfortable working collaboratively to achieve individual and team Objectives and Key Results (OKRs), while also demonstrating initiative, responsibility, and reliability in your own work. You work well in a structured, process-driven environment and are confident handling sensitive information with care and discretion. 

Skills and Competencies 

Essential: 

Strong customer service orientation. 

Clear and effective verbal and written communication skills. 

Ability to collaborate with others to achieve individual and team OKRs. 

Proven attention to detail and commitment to accuracy. 

Ability to multi-task effectively. 

Strong time management skills. 

Desirable: 

Creative and innovative problem-solving skills. 

Ability to inspire team commitment, spirit, pride, and trust. 

Experience supporting and motivating peers during busy periods. 

Qualifications and Experience 

Essential:  

Educated to GCSE level with a minimum of English Language and Mathematics, or equivalent. 

Proficient in PC use and Microsoft Office, with intermediate skills in MS Excel. 

Desirable: 

Experience working with Oracle systems (IQS). 

Experience using EMS (AS400 / iSeries). 

Experience 

Essential: 

Demonstrated ability to manage multiple tasks and priorities effectively. 

Desirable: 

Familiarity with the operations of an Awarding Body or similar regulated environment. 

Your rewards & benefits  
We know you’ll do great work, so we give a lot back with some of the best benefits in the business. We know one size doesn’t fit all, so our workplace programs meet the different needs of our diverse teams, and their families too. 
Please see our attractive UK benefits here: Pearson Jobs – Benefits

This role is fully onsite, aligned to Hellaby location. Our office is at Pearson, Lowton House, Lowton Road, Hellaby, Rotherham S66 8SS. We work a 37.5-hour week, with all our team free to flex their day around our core hours, which are Monday to Friday.