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C2 - Vocational Quality Advisor
Pearson
London, , United Kingdom
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Description
At Pearson, 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.
This role will support our new and existing BTEC and vocational 'Quality Nominees' (QNs) in centres and their portfolios. The role is within the Vocational Quality Advisor team that provides second-line support to Customer Service, Sales and Business teams to help customers through the onboarding process and throughout the delivery of the qualification. The team is a strong selling point since key or struggling customers will get an enhanced level of support. The team is home-based with a requirement to regularly travel to team meetings and meetings with customers, where and when required.
You will:
1. Provide a best-in-class outbound information service to current Quality Nominees and to assist in reducing churn/switching and improving product performance.
2. Build close, rich relationships with our customers and Quality Nominees and a reputation for superior customer service to reinforce switching costs.
3. Act as the public face and a focus of expertise for our customers.
4. Facilitate and manage a series of regular Quality Nominee network events
This role will be home based and is to cover the London and South East Region
Key Accountabilities
The Vocational Quality Advisor has accountability for both external and internal customer service
The advisor should:
• Support and onboard our new customers, to include call-outs, welcome emails and a link into subject expertise and wider support
• Support customers with queries regarding the quality model, quality assurance porcesses and delivery of BTEC qualifications
• Bridge/support customers through any changes to the quality and delivery models on BTEC qualifications through the lifecycle of the qualification
• Build resources to support customers with BTEC admin (onboarding, quality assurance, rules, processes)
• Implement the regional Quality Nominee network event strategy
• Run face to face and webex training events to support Quality Nominees on BTEC processes
• Be a point of contact for our Quality Nominees
• Establish and manage online communities for QNs
• Pro-actively feedback information to our customers
• Seek contact with customers in centres and at events (such as launch and training events, local network events, conferences and examiner meetings)
• Build relationships with key internal and external stakeholders
• Utilise and monitor Social Media to include Facebook and Twitter to ensure customers are informed and supported
• Update and advise the business on key themes and issues – becoming the “voice of the Quality Nominee customer”
• Contribute to root-cause analysis of important issues around customer enquiries
• Analyse trends in customer contacts and recommending and implementing pro-active solutions for providing information to customers
Key Challenges
• Building and maintaining customer confidence
• Ability to plan and execute activity but be adaptable to external changes and challenges
• Delivering a rapid and measurable improvement in the communications to our customers
• Working across the business with all those involved in delivering customer service (both internal Pearson teams and our assessment associates – examiners, moderators and verifiers)
• Supporting a cultural shift regarding employee prioritisation of customer needs against standard operational or financial targets
Working pattern
• 37.5 hour core working week
• Home based (London and south east region)
• During busy periods, the post holder may need to work additional hours (including weekends).
• During the team's peak periods leave will not usually be approved.
Qualifications
Pearson Core Competencies:
● Providing a customer focused service
● Communicating with influence
● Working with others to achieve goals
● Delivering goals in a changing environment
● Taking a creative and innovative approach to work
● Maximising potential in self and others
The post holder will need to:
• Have excellent communication and presentation skills
• Be able to lead in a changing environment
• Work with a good degree of autonomy
• Have a Degree or equivalent professional qualification
• Have a deep understanding of the needs of our customers delivering our skills qualifications
• Experience of issue resolution management - A proven troubleshooter, with the ability to deal effectively on any given problem, identifying possible solutions
• Have good IT skills - Word, Excel, Email (Outlook), Powerpoint
• Have a good understanding of BTEC assessment models
It would be desirable for the post holder to:
• Have an understanding of the product development cycle and key departmental interdependencies
• Have a teaching qualification
• Have experience of being a Quality Nominee or Centre Quality Reviewer
• Experience of using social media
• Experience of working in a customer facing role
• Experience of delivering vocational qualifications
Personal Style and Behaviour
• Can represent the voice of the customer within the business
• Confident talking to individuals and large groups
• Leads by example
• A willingness to work flexibly across the team as agreed with Manager
• Strong commitment to improving customer service.