Background Information Edexcel is a Pearson company and is the UK's largest awarding body. We offer academic and vocational qualifications and testing to schools, colleges, employers and other places of learning in the UK, and internationally. We have a passion, energy and a genuine desire to help people make progress in their lives. Purpose: The Vocational Quality Standards team was established to ensure first-rate support for centres with any issues regarding their learner registrations or programme administration. The Vocational Quality Standards Administrator will provide responsive and professional support to customers across a range of essential transactions. Key Accountabilities: Qualification Approvals * Responding to queries relating to customised qualifications * Handling customer applications for amendments * Advising customers on all aspects of the quality standards process, for any learner or centre issue, from application receipt to approval confirmation * Advising customers on the usage of Edexcel Online for the processing and progress monitoring of learner registrations * Advising customers on the eligibility of their learners * Handling the archiving of applications and, where necessary, accessing these archives in order to resolve customer queries Supporting ICC team during busy periods including L3/L2 results days. Centre Records * Using appropriate operating systems to update centre records, including addresses and contact details * Understanding centre authorisation * Monitoring the status of centre accounts and actioning closures when required Key Challenges: The launch of GCE 2008, GCSE 2009 and the Diploma, as well as our commitment to improving service levels within BTEC, mean that Edexcel’s approach to customer engagement will be central to our ongoing success. Increasingly we will be looking to compete on service by providing reassurance, support and expertise to all of our customers, as the educational landscape enters a challenging transition period. The team is responsible for transforming our service proposition into a real strategic asset: one which differentiates us from our competitors and becomes the primary reason for wanting to do business with Edexcel. In addition, there is a clear obligation to provide all divisions (in particular our sales and product design teams) with a route into Operations in order to develop a coherent approach when managing our customers’ expectations and requirements. Working Pattern: Standard Edexcel hours, to be agreed with line manager at start. There may be a requirement to work outside of normal hours on occasion, subject to mutual agreement with line management. Additional Information: Personal skills, knowledge and attributes * Flexible attitude and willingness to help other teams as required. * Good communicator – written and verbal. * Good IT skills. * Able to work under pressure. * Good organizer * Excellent customer service. Competencies - Skills, Abilities, and Knowledge: Edexcel Core Competencies - Managing Self * Providing a Customer Focused Service * Being Commercial in our Approach to Work * Delivering Goals in a Changing Environment * Influencing Others to Make Things Happen * Maximizing the Performance and Potential of Self and Others Additional Competencies (Skills, Abilities and Knowledge) required to perform the role: * Must have customer service focus and be responsive to both internal and external customers * Strong communication, negotiation, and presentation skills * High degree of initiative and independent judgment; strong attention to detail * Strong interpersonal and relationship building skills Previous Work Experience: Essential: * Experience of working in a customer-facing role * Experience of responding to customer enquiries by telephone and in writing Desirable: * Educated to degree level or equivalent * Experience in handling customer complaints * An understanding of the UK examinations system * Experience in designing and delivering improvements to business processes Personal Style and Behaviour: * Professional with a flexible and helpful attitude * Able to work effectively in a dynamic and demanding 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 1137933 **Job:** Production/Processing **Job Family:** PRODUCTION/OPERATIONS **Organization:** Assessment & Qualifications **Schedule:** FULL\_TIME **Req ID:** 20052