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C1 - Departmental Support Coordinator
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.
Background Information:
General Qualifications Assessment (GQA) comprises approximately 150 staff divided into a number of teams responsible for on-time, accurate delivery of high stakes UK qualifications. The department consists of three operational teams each of around 40 - 50 members, and the e-Assessment and Online Delivery team.
Qualification Development (QD) comprises approximately 75 staff divided into a number of teams responsible for the development of vocational, academic and work-based qualifications, assessments and associated materials for the UK and international markets. The department consists of four Qualification Portfolio teams, and the Assessment Design and Editorial teams.
External factors and new technology are continually changing the nature of the work and the post holder will need to be able to respond to these changes while delivering operational activities to deadline. The post-holder is expected to demonstrate a flexible approach to the role. As such, the contents of this Job Description may change from time to time.
Purpose:
The Departmental Support Coordinator will lead the coordination of cross departmental activities and projects. The role will report jointly to the Head of GQ Assessment and the Head of Qualification Development, working closely with all members of the senior management teams, whose aims are to deliver a professional and customer focused service to teachers in centres in the development and assessment of Pearson Qualifications.
The Departmental Support Coordinator has a key role in supporting the management of the department. The position would suit a highly motivated self starter who would like to pursue a career within a large dynamic organisation.
Key accountabilities:
• Coordination of key departmental activities;
• Management of internal and external stakeholder engagement groups;
• Preparation of materials, communications and reports for publication;
• Facilitating project working groups;
• Organising briefing events, training, award events and conferences.
Customer support
• Planning and organising meetings with internal and external customers and external stakeholders on a case by case basis including venues, minute-taking and travel arrangements;
• Tracking and supporting escalated complaints to ensure prompt responses;
• Ensuring that all activities adhere to Pearson customer service service level agreements;
• To provide an efficient and courteous customer service dealing with enquiries and re-routing calls as appropriate.
Senior manager support
• Co-ordination of SMT agendas and schedules. Planning and organisation of other meetings as required including the booking of rooms, preparation of agenda, papers, minutes, and tracking and progressing of action points;
• Active participation in projects that operate within and across the departments working closely with the senior management teams;
• Provision for systematic exchange of information throughout the management teams efficiently, accurately and in a timely manner;
• Manage the flow of day-to-day operational items, this may include management expense claims, mail circulation and invoice processing;
• Attendance at and participation in management meetings and ensuring that all actions are tracked and followed up on;
• Proactive proposals for new systems and ways of working.
Departmental support
• Distribution of departmental announcement, news and project work on a case by case basis;
• Management of salary review letters, bonus plans and letters. Liaise with HR/line managers to ensure that salary increases/amendments to contract forms are completed and approved along with other HR confidential documentation;
• Process invoices and expenses received from departmental Senior management and liaise with the Director's’ Executive Assistant to ensure sign off of all necessary expenses and invoices.
Other activities
• Supporting Executive Assistants in the planning and organisation of divisional events and any other activities on a case by case basis;
• To undertake any further tasks necessary to deliver key objectives as required;
• Contribute to cross departmental work and initiatives when required.
Key Challenges:
• Reacting positively to change;
• Adapting to the challenges created by the introduction of new qualifications and new IT systems;
• Use of different IT systems;
• Liaising with colleagues at all levels of the business;
• Supporting the senior management team in their management of conflicting and overlapping schedules;
• Working within a regulated framework;
• Flexibility of working patterns during peak periods;
• Attention to detail even with repetitive tasks;
• Sensitivity to confidential information.
Qualifications
Competencies:
1. Providing a customer focused service
2. Communicating with influence
3. Working with others to achieve goals
4. Delivering goals in a changing environment
5. Taking a creative and innovative approach to work
6. Maximising potential in self and others.
Other Requirements
• Must have the ability to prioritise workload under pressure to meet tight deadlines to meet the needs of the business
• Good interpersonal skills are required
• The ability to negotiate and persuade
• Good written and verbal communication skills are essential
• Good numeracy and statistical skills are required.
Essential:
• Experience of a customer-facing role.
• Experience of a co-ordination or administrative role.
Desirable:
• An understanding of the needs of stakeholders in the assessment policy including centres, lead examiners, Ofqual and candidates.
Education, Qualifications & Training
Essential:
• Good interpersonal skills are required with the ability to negotiate and persuade.
• Good written and verbal communication skills are essential
• Good numeracy and statistical skills are required.
Desirable:
• Degree level or equivalent qualifications or experience.
IT Literacy
Essential:
• Intermediate level of ability of Microsoft Office including Outlook, Excel, Word, Powerpoint.
Desirable:
• Knowledge of other Microsoft applications such as Project and Visio.
Personal Style and Behaviour
The role will suit a proactive individual with excellent attention to detail as well as organisational skills. The post holder will need to be PC computer literate and able to work to tight deadlines with the ability to work under pressure. Excellent customer service skills and the ability to communicate at all levels are essential.
Working pattern - 37.5 hours per week
This role will close on the 6th February 2017