Context 

Part of Pearson School Qualifications, the Assessment division combines excellence in assessment with outstanding customer experience. The Assessment division has end-to-end responsibility for delivering on-time, accurate results of high stakes UK and international qualifications to our learners and first-class customer service to all our customers.

The Assessment Services Invigilator Experience Lead assists in leading our external invigilator workforce in the Assessment Services portfolio and is responsible for supporting the Remote Invigilation Service and other Assessment Services. 

The role reports to the Assessment Services Customer Experience Manager, working to ensure we have a fully trained and fully competent workforce of invigilators, adequately equipped to provide the highest quality support to our students.

Purpose

The purpose of this role is to ensure the effective planning, recruitment, development, and support of invigilators to enable the smooth running of all exam sessions. The postholder will oversee workforce planning and operational delivery, provide day-to-day support to invigilators and Team Leaders, lead training and quality assurance activity, and manage performance, conduct, and payroll processes. Through strong coordination, clear communication, and continuous improvement of processes, the role plays a critical part in delivering a positive invigilator experience and maintaining high standards of exam delivery.

Key Accountabilities 

Workforce Planning & Operational Delivery

Maintain accurate, up-to-date workforce records, including contact details, recruitment information, system access, training completion, and ongoing performance dataAnalyse entry data to forecast invigilator, Team Leader, and Senior Team Leader requirements for each exam series, ensuring full coverageMonitor cancellations and redeploy available invigilators, Team Leaders and Senior Team Leaders to maintain appropriate resourcing for all exam sessionsCreate Team Leader/Senior Team Leader rotas and ensure all staff have access to essential exam information and access arrangement details

 

Invigilator & Team Leader Support

Act as the primary point of contact for invigilator and Team Leader queries, providing timely support before, during, and after exam sessionsSet up and manage communication channels (e.g chat groups) to coordinate real-time exam day supportProvide escalation support for Team Leaders during live exams when issues cannot be resolved and need to be escalated

 

Training & Development

Support the design of and implement and maintain a comprehensive training plan for all roles (Invigilators, Team Leaders, Senior Team Leaders)Plan, coordinate and deliver live training events and ensure all mandatory training is completed ahead of each exam seriesConduct on-the-day and post-exam quality assurance checks to evaluate performance and identify training needsReview existing processes regularly and look for ways to make our processes quicker, simpler and more efficient

 

Performance & Conduct Management

Draft and issue performance feedback and maintain a central record of all invigilator performance data for future exam seriesManage conduct concerns and lead on contract termination conversations where necessary

 

Communication & Engagement

Work with the Communications team to develop and distribute key messages, operational updates, and calls to action for upcoming exam sessions or training eventsLead initiatives to improve the invigilator experience using insights from feedback, surveys and focus groups

 

Payroll & Administration

 Prepare and issue time sheets prior to exam sessions, monitor completion and accuracy, and follow up missing time sheetsCollate and verify hours worked (including quality assurance checks against internal data) to ensure accurate and timely paymentCollaborate with the Recruitment team to provide information required for payments to be made and respond to payroll queries once payments are issuedSet up and maintain system access for invigilators and Team LeadersSupport the reference process by providing necessary data to the Recruitment team

 

Experience, Skill and Qualifications

What you’ll bring: 

Experience coordinating and supporting large or temporary workforces in a fast-paced operational environmentStrong workforce planning and organisational skills, with the ability to analyse data and forecast resourcing needsConfident communicator, able to provide clear guidance, manage issues, effectively manage key stakeholders and support staff before, during, and after deliveryExperience delivering or coordinating training, quality assurance, and performance feedbackCalm, solution-focused approach with the ability to manage multiple priorities and work to tight deadlinesCommitment to work flexibly and independently across services where needed, especially during live exam or busy periods

Role Location / Working Pattern

This is a hybrid working position with a reporting line to our Manchester office. Travel for face-to-face team meetings and other meetings may be required. This role reports to the Assessment Services Customer Experience Manager. 

Equal Employment Opportunity 

Pearson is an equal opportunities employer. We do not discriminate against employees or job applicants and select the best person for each job based on relevant skills and experience.  We are also committed to building an accurate picture of the make-up of the workforce and encouraging equality and diversity.