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Job Description  

 

Position Title:   Data Quality Processing Assistant  

Business Area Overview:  The Replacement Certificate team is part of the Assessment & Qualifications division, and is responsible for providing replacement documents to customers.  

Position Description:  

Role Specific:  

Reporting to a team leader, the purpose of this role is to complete and quality check customer applications for replacement certificates and other queries around historical results and records and subject access requests. This position requires a high level of precision and accuracy. The post holder will also provide second line support to our customer service teams.  

 

Key Accountabilities:  

Ensure a high standard of customer service at all times   Delivering high quality and accurate work, with meticulous attention to detail   Liaise with customer and customer service teams by phone, Microsoft Teams and email   Develop and maintain a professional working relationship with internal and external customers   During peak processing periods lead a team of temporary staff in line with Pearson’s policies, procedures and values   Deliver processes to meet service level agreements   Effectively escalate and issues to the team leader   Complete quality checks of work produced   Participate in regular team communication to review progress   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:  

Accurate and efficient Identification checks for applications   Resolve queries received from customer and first line customer service teams   Support the accurate, complete and timely delivery of replacement certificates to customers   Co-ordinate the production of provisional results confirmation for customers when required   Provide second line support to the customer service teams on a range of queries including system related queries  

Skills:  

Individual Core Competencies:   Provide a customer focused service   Communicate with influence   Work with others to achieve goals   Deliver goals in a changing environment   Take a creative and innovative approach to work   Maximise potential in self and others   Additional Competencies:   Inspire and foster team commitment, spirit, pride and trust   Facilitate co-operation and motivate team members to accomplish group goals   Make effective and timely decisions   Perceive the impact and implications of decisions   Identify and analyse problems   Make recommendations for alternative solutions  

Qualifications: 

Essential   Educated to GCSE level minimum of English and Mathematics or equivalent   Good PC and Office suite skills, including intermediate skills in MS Excel   Desirable   Previous experience working with Oracle systems (IQS) and AS400/iseries  

Previous Experience:

Essential   Demonstrate ability to multi-task and involvement in delivery of multiple activities   Experience in managing own time Desirable   Previous experience and knowledge of working within and Awarding Body