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Online Delivery Coordinator
Pearson
London, , United Kingdom
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Description
At Pearson, we take learning personally. Our courses and resources are available in print, online and through multi-lingual packages, helping people learn whatever, wherever and however they choose.
Pearson is the world’s leading learning company. Our education imprints combine 150 years of experience with online support for every learner. We are also part of the wider Pearson family which includes Penguin, Dorling Kindersley and the Financial Times. We provide education and assessment services in over 75 countries. Products such as MyLabs are changing education practice worldwide. Every day our work helps learning flourish, and wherever learning flourishes, so do people.
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.
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:
Key Accountabilities:
The role of the Online Delivery Coordinator is to support manage the process of Clerical Marking which takes place at intervals throughout the year both in the UK and in Australia. This requires liaison with between internal teams and teams outside GQA. The post holder will also be required to represent the E-Assessment and Online Delivery team at various cross departmental Operational Meetings which monitor the schedule of business activities. This requires both providing input into cross departmental meetings and reporting back to the team at team meetings.
In addition there may be additional tasks in line with the needs of the team, department and business as a whole.
The Online Delivery Coordinator ensures that necessary processes are carried out to a high standard in accordance with all appropriate internal policies and external regulations and can withstand scrutiny by auditors and external stakeholders - including regulators, students and parents.
Key Accountabilities:
Quality Management
• Support the completion of User Acceptance Testing activities which are carried out using our online marking tool (ePEN) prior to the start of each marking window
• Contribute to processes reviews and Lessons Learned workshops to improve processes and support continual improvement;
• Create and maintain quality records for all clerically marked items, using system generated reports;
• escalated risks and issues in a timely manner to the appropriate stakeholders;
• Conduct quality checks of results data prior to the publication of results to schools and candidates.
Online Assessment Activities
• Regularly monitor reports to ensure clerical marking milestones, quality requirements are being met;
• Track and escalate issues immediately through to resolution ensuring all key stakeholders are kept updated on progress;
• Monitor and record the receipt of clerical mark schemes and distribute to clerical marking centres.
Customer Service
• First line responsibility for communicating with clerical marking centre managers;
• Assist with the resolution of customer queries (internal and external) received via the team mailbox email or the CRM system;
• Assist with the processing of the Ad-hoc ePEN user management requests received from subject assessment teams during exam marking windows;
• Provide weekend cover support to internal and external customers during peak exam marking windows.
Training
• Prepare and deliver ePEN training events for both internal and external ePEN users;
• Conduct regular reviews of the training and guidance documentation provided by E-Assessment and Online Delivery Team
Planning, and Information Management
• Prepare the clerical marking schedule prior to each exam series and ensuring that the division of the clerical marking workload between each clerical marking centre is done in a way that ensures the efficient use of resource and capacity of each marking centre;
• Collect relevant information from each clerical marking centre so that support requirements for each marking centre can be met by IT teams and other teams within the business to ensure an efficient and high quality process;
• Create MI report templates used to monitor the clerical marking progress and quality prior to the start of each exam series;
• Distribute clerical marking and quality reports to key stakeholders regularly during the exam marking window, being prepared to explain the outputs.
Relationship Management
• Build and maintain the working relationship with clerical marking centre managers;
• Build and maintain a working relationship with subject assessment teams around the business in relation to the receipt of clerical mark schemes and any related queries that may be received from clerical marking centres;
• Work closely with internal teams to ensure that the correct examination documents are loaded onto results systems prior to the sign off and publication of results;
• Work with the e-Assessment and Online Delivery team to best represent their ideas, concerns and views at the GQ Operations Meetings.
Key Challenges
• The post holder will need to have focus and attention to detail, working in an environment governed by tight deadlines and regulatory requirements;
• They will need to be able to adapt very quickly to changes which can arise through the implementation of new qualifications, systems or processes;
• Flexibility is required with working patterns during peak processing times;
• Being able to prioritise workloads across different examination series is also vital;
• Working across departments and sites.
Qualifications
Previous Experience
Essential:
• Experience of administrative role;
Desirable:
• Experience of a customer facing role.
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
Competencies:
Individual:
• 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.
Additional Competencies
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.
Other Requirements
• Able to work effectively when under pressure adhering to deadlines in order to meet the needs of the business;
• Good interpersonal skills and the ability to negotiate and persuade;
• Good written and verbal communication skills;
• Good numeracy, analytical and statistical skills are required.
Personal Style and Behavior
The role will suit a proactive individual with excellent attention to detail and a proven problem solver. The post holder will need to be 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