The Company 

We are the world’s leading learning company with more than 20,500 employees operating in 70 countries. We combine world-class educational content and assessment, powered by services and technology, to enable more effective teaching and personalized learning at scale. We believe that wherever learning flourishes so do people. We’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. 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.  

Business Area Overview

The Qualifications Processing (QP) directorate consists of several areas, which work together to deliver General and Vocational Qualification operations throughout the year. The Results Resolution team supports the delivery of accurate results to every candidate in each examination session.

About the Role

Reporting to the Delivery Manager, the purpose of this role is to ensure the effective delivery of the coursework process during exam series.  Working to tight immovable deadlines to ensure all coursework and marks have been received. The postholder will also provide support on complex queries to our customer service teams.  

Contract: Permanent, full time 37.5 hours per week

Location: This role is office based, you will be required to work in Hellaby, Rotherham Monday to Friday. 

Key Accountabilities 

• To provide a customer focused service, ensuring both written and verbal communication is clear and concise, and that all communicated information is accurate. 
• To interpret and utilise management information and make informed decisions from it and escalate as appropriate. 
• Work with team members and other key stakeholders to ensure effective delivery of the processes.
• Leading processing activities 
• During peak processing periods lead a team of seasonal staff  
• To deliver daily/weekly/monthly team briefs  
• Deliver processes to meet service level agreements.
• Effectively escalate and issues to the team manager
• Carry out other duties as directed by management. This may include working from other local facilities and supporting other teams across the business.

Process Specific 

Due to the nature of the examination process, the volume of work varies through the year.  

• Chase centres for outstanding coursework marks
• Liaising with moderators and other internal and external stakeholders
• Resolving centre queries and issues with uploading coursework to the online system.
• Provide second line support to the customer service teams on a range of queries including system related queries.

 About You

Your Core Experience & Education:

• Educated to GCSE level minimum of English and Mathematics or equivalent.
• Good PC and Office suite skills, including intermediate skills in MS Excel
• Demonstrate ability to multi-task and involvement in delivery of multiple activities.
• Experience in managing own time.
• Previous experience working with Oracle systems (IQS) and AS400/iSeries and within an Awarding Body are desirable but not essential.

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. We offer: 

• A competitive salary
• 25 days annual leave, which increases by 1 day each year up to 30 days (with the option to buy and sell up to 5 days per year on top of this)
• A fantastic pension plan, where Pearson doubles what you contribute
• Other benefits, including private dental care, private medical insurance, digital GP service, season ticket loan, eye tests, cycle to work scheme, volunteering days, employee wellbeing assistance, discounted retail and leisure products, services from leading companies and much more. See our options here: Pearson Jobs - Benefits

Diversity and Equality  

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 delighted to be committed to the Race Charter, and to be confirmed by Stonewall to be in the Top 100 Employers LGBTQ+ employers in the UK.  

We are a Disability Confident committed employer and were recognised in the Best Employers for Diversity 2019 awards and featured on The Forbes list of Best D&I Employers, and are a Working Mums Top Employer and Age Positive employer.

What to expect from Pearson

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets.

To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we also have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.

We value the power of an inclusive culture and a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to creating a workplace where talent can learn, grow and thrive.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. All employment is decided based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: http://www.pearson.com/careers/diversity-and-inclusion.html.

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.