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NCT Customer Communications Manager
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.
The National Curriculum Test (NCT) team is responsible for the development and delivery of assessment for Key Stage 2 tests for all Year 6 primary school children in England.
Pearson manages the government contract to deliver the Key Stage 2 tests in English grammar, punctuation and spelling, English reading and mathematics in 2017 and 2018. As a result we are seeking to recruit a Communications Manager for an 18 month FTC. The post-holder is expected to demonstrate a flexible approach to the role. As such, the contents of this Job Description may change. The bid for the next NCT contract has been submitted and there may be opportunities to extend the length of this position once the outcome of that bid is known. The NCT Programme is a government run contract working closely with, and on behalf of, the Standards and Testing Agency (STA). The NCT team contract circa 4,500 markers each year and communications with these stakeholder is highly important.
Purpose:
The NCT Communications manager will create and deliver a communications strategy, with consistent style, that engages and motivates an audience of markers. All relevant channels should be utilised to ensure stakeholders are well informed.
The communications specialist will need to formulate the organisation’s internal response to media situations and deal with reactive communications, especially during the peak examinations window and surrounding period.
The NCT team produces a number of training materials, and process documents and it would initially be the role of the Communications Manager to ensure these are edited and proofread. Once the post-holder is more familiar with the team and the NCT qualification, they would be expected to contribute to the creation of these documents.
The Communications Manager reports to the Operations Manager and will be expected to work closely with the Customer Services Manager and the external NCT helpdesk supplier to ensure that all communications align across the internal PQS team and the helpdesk. This person will also support the Customer Services Manager in the production of training materials for helpdesk agents, updating FAQs and ensuring all relevant marker communications are accessible. The Customer Communication Manager will look to constantly improve the customer experience of our markers and look to utilise new technology/ approaches to ensure our markers are up-to-speed and content with our communications comminutions. It may be necessary for the Customer Communications Manager to work directly with STA colleagues in particular where any communications comminutions with schools are required.
The Communications Manager will also be expected to review and improve communications within the NCT team itself, with STA colleagues and outwardly within PQS/ Pearson.
As the lead on communications within the NCT team, it is essential that the Customer Communications Manager is a strong project manager, who is able to confidently make decisions and work independently.
Also you may be asked to assist colleagues within the NCT Operational Marking team (during peak times) and any other reasonable programme activities as requested by the Head of NCT Programme.
Key Responsibilities:
• Review current annual communications plan and previous individual communications/ documents and update as required
• Set strategic direction for future planned communications and documents
• Define the strategy for reactive media interest and communications
• Plan, edit and write content for regular e-newsletters and other communications with Marker community
• Ensure organisational initiatives and projects are successfully communicated to stakeholders
• Copy-edit and proofread process documents, and training materials, suggesting and defining overhauls if deemed necessary. Contributing to the creation of these documents when familiar with the qualification
• Respond to reactive media queries to ensure the professionalism of the NCT qualification and process are upheld
• Handle the internal communication response to crisis situations which could affect organisational perception and reputation
• Deliver reactive communications to individual marker queries, planning supporting pro-active communications to wider community if necessary
• Engage with the marker community to determine the effectiveness of our stakeholder experience to help refine strategy if necessary
• Upskill wider team in communications and embed editorial style guide, either through presentation or written training material.
Qualifications
Essential skills, experience or qualifications:
• Educated to degree level or equivalent
• 2+ years’ experience in a Communications role
• Strong written and editorial skills
• Skilled at delivering creative campaigns that resonate with a diverse field-based team
• Excellent verbal communication and interpersonal skills
• Experienced in planned and reactive communications and reactive media interest, and can effortlessly switch between the two
• Good grasp of technical writing
• Experienced user of CMS
• Ability to quickly learn company-specific software
• Displays solid judgement and confident decision maker
• Used to working at pace
• Confidence in dealing with stakeholders at all levels;
• Excellent organisational skills with the ability to work to strict deadlines;
• Self-motivated and enthusiastic
Desirable skills, experience or qualifications
• Good understanding of the UK education sector
• Experience of operating at a senior (decision maker) level
• Experience in proactive media interaction
• Black book of educational journalists