assessment services CoordinatorPearson

Our Organisation
We are the world's learning company with more than 20,000 employees where we serve people in the community (nearly 200 countries). We combine world-class educational content and assessment, powered by services and technology, to enable more effective teaching and personalised learning at scale. We believe that wherever learning flourishes so do people. At Pearson, we're committed to a world that's always learning and to our talented team who makes it all possible. From shaping lessons of the future, to taking assessment of learning online, we are always re-examining the way people teach, tutor and learn best. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology-and each other to surpass these boundaries-we create seeds of learning that become the catalyst for the world's innovations, personal and global, large and small.
At Pearson, we believe in the power of difference. Harnessing the unique skills, perspectives, and backgrounds of every employee helps us foster innovation and create the most effective solutions for learners around the world. That's why we're committed to ensuring that diversity and inclusion are embedded into everything we do. We foster a work environment that's inclusive and diverse and where our people can be themselves so we can reflect the customers and learners we serve.
Pearson is regularly featured on the Forbes list of Best Employers and we are recognised in the Best Employers for Diversity 2019 awards. Pearson is listed on both the London and New York stock exchanges (UK: PSON; NYSE: PSO).
Pearson is delighted to be committed to the Race Charter, and to be confirmed by Stonewall in the Top 100 Employers LGBTQ+ in the UK. We are a Disability Confident committed employer and were recognised in the Best Employers for Diversity 2019 awards. We are featured on The Forbes list of Best D&I Employers and are a Working Mums Top Employer and Age Positive employer. Pearson is listed on both the London and New York Stock Exchanges (UK: PSON; NYSE: PSO). We are proud to offer an exceptional and supportive environment to develop your professional career.
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.
Purpose
We're looking for an Assessment Services Coordinator to support the delivery of our Paper and Onscreen services. The Pearson Mock Service launched to the market in September 2020. The service allows schools to book mock assessments and have them marked by Pearson's AA community. The service is growing, and we have high aspirations to reach as many learners as possible through the coming years. The Mocks Service has a critical role in supporting the global transition and uptake of Onscreen high-stake assessments.
As a new service, we are solution focused and we move quickly. We are committed to continuous innovation and don't shy away from challenging the norm in terms of BAU processes. This role would have a critical part in ensuring we continue to evolve and grow the service in a sustainable way.
Key responsibilities:
First-line responsibility for resolution of external customer queries
Reviewing existing customer service requirements and keeping services up-to-date, for example the Mocks Service website, FAQs, etc.
Managing own performance in relation to internal and external service levels, for example timely resolution of queries and a high standard of communication
Focusing on delivering excellent customer service throughout all tasks, projects and processes.
Ensuring the accurate and timely production and delivery of materials for training, standardisation and any other meetings deemed necessary
Producing and maintaining plans of work or schedules based on the management information to ensure milestones are met.
Escalating issues and risks to Assessment Services Delivery manager in a timely manner together with potential solutions.
Supporting cross-department projects to ensure all team members are briefed and engaged and the projects are delivered to deadline.
Working closely with the assessment manager, ensuring AAs are aware of what is expected of them and that they have the necessary resources and support to ensure agreed outcomes and deadlines are achieved.
Building and maintaining effective relationships with Senior AAs
Building and maintaining effective relationships with internal stakeholders to develop mutually acceptable service level agreements, for example the creation of Team Lists with Deployment.
Motivating and leading their team of Senior AAs through change
*Competencies: *
Provide a customer focused service
Working with others to achieve goals
Delivering goals in a changing environment
Taking creative and innovative approach to work
Maximising potential in self and others.
Our Recruitment Process
Please complete, attach your CV and submit your application as soon as possible and ensure that you apply directly on our Pearson Careers website only.
We are reviewing applications as they come in, therefore we encourage you to submit your application as soon as possible. Wishing you success with your application!
#LI-POST
Job: GENERAL BUSINESS OPERATIONS
Organization: Assessment & Qualifications
Schedule: FULL_TIME
Req ID: 8609
Pearson

Manila City, Metro Manila
Permanent
Full-time