The Qualifications Processing directorate consists of several areas, which work together to deliver General and Vocational Qualification operations throughout the year. This operation supports the processing of replacement certificates across vocational and general qualifications.

Position Description

Reporting to a team manager, the purpose of this role is to complete processing activities for replacement certificates. The successful applicant will also provide second line support to customer services teams and to customers in examination centres with complex issues relating to our processes.

Key Accountabilities

• Ensure high standard of customer services at all times
• Liaise with customers and customer service teams by phone and email
• Develop and maintain a professional working relationship with internal and external customers
• Deliver processes to meet Service Level Agreements
• Effectively escalate any issues to the Team Manager
• Carry out other duties as directed by management

Key Tasks

• Processing replacement certificate requests
• Updating the dashboard to track progress of each request
• Locating applicants results using various operating systems
• Ordering and producing replacement certificate documents
• Using and updating workin procedures and associated quality documents
• Training and supporting additional temporary staff

Core Competencies

• Provide customer focused service
• Work with others to achieve goals
• Take a creative and innovative approach to work
• Inspire and foster team commitment, spirit, pride and trust
• Identify and analyse problems

Qualifications

Essential

Desirable

Previous Experience

Essential

Demonstrate ability to multitask

Experience in managing own time

Demonstrate ability to use internal systems

Desirable

Previous experience of working with Oracle systems

Job: PRODUCTION/OPERATIONS

Organization: Assessment & Qualifications

Schedule: FULL\_TIME

Req ID: 10104