1000+ Best customer support Jobs in Manchester (May 2026) - page 10

Assessment Leader

25 days ago

Manchester

Background information:\n\nThe Assessment Leader (AL) is responsible for managing the qualification and the assessment process within their designated specification(s) from the General Qualifications portfolio.\n\nThe AL reports to the Head of Subject, working as part of a subject team and closely with Subject Coordinators within the team, whose aim is to deliver a professional and customer focused service.\n\nThe role will be required to work collaboratively across other subjects when support is required, and if appropriate.\n\nThe role will be required to deputise for the Head of Subject when required, and if appropriate.\n\nPurpose:\n\nThey will manage the entire assessment process from the approval of assessment materials (i.e., question papers) to the completion, award and review of the examination series.\n\nThey will ensure that the assessments on all qualifications are carried out to a high standard in accordance with all appropriate internal policies and external regulations and can withstand scrutiny by internal audit and all stakeholders - including regulators, students and parents.\n\nThey will have a focus on customer experience, support, engagement and insight.\n\nThey will support on implementing a cycle of continuous refinement and improvement to assessments by evaluating the performance data and applying a customer-centric approach into decision making.\n\nThey will demonstrate a keen interest and an in-depth understanding of the specification and will support the Head of Subject on supporting customers with understanding the qualification.\n\nThey will develop an understanding of good assessment and will be able to interpret and analyse assessment data to evaluate how assessments have performed.\n\nKey accountabilities:\n\nCustomer Support\n\nManaging own performance in relation to internal and external service levels, for example timely resolution of customer queries and a high standard of customer communication.\n\nDeveloping a customer-first mindset with a focus on retention.\n\nProducing (as appropriate) customer-friendly assessment support to help customers understand assessment processes.\n\nSupporting the Head of Subject with customer facing research and support (e.g. Teacher training packs, support sessions, focus groups, surveys).\n\nSupporting any contingency arrangements implemented generally or for more specific customers.\n\nAssessment excellence and functioning\n\nAdhering to regulatory and internal procedures and obligations at all stages and that all documentation is to the highest standard, meets the assessment criteria for given assessments and ensures our assessments meet the needs of learners.\n\nAwarding secure grade boundaries that are defendable.\n\nRunning standardisation & awarding meetings.\n\nAnalysing and interpreting assessment data to ensure comparability in our question papers series on series\n\nUsing the assessment data to ensure question papers are written at the appropriate level.\n\nSupporting on an array of assessment initiatives across the department such as digital assessments, the mock service etc.\n\nDeveloping New Examiner Training and refresher training for AAs.\n\nAdapting and developing an understanding of digital assessment.\n\nSupporting and facilitating the production of other assessment content across all assessment services, for example, Examiner Reports, on-screen assessment material.\n\nEnsuring assessment material reflects Pearsons global DE&I principles and our assessments are inclusive of learners.\n\nPlanning, Project and Information Management\n\nUpdating and reporting on key management information to the Head of Subject, ensuring all data is up-to-date and accurate, for example monitoring marking quality.\n\nSupporting on scheduling and forecasting activities to ensure optimum efficiency for series based activities whilst also factoring in cost and budget-based considerations.\n\nEnsuring online marking related set up activities are completed on-time for subjects responsible for and reviewing series on series to ensure consistency in the marking of exam papers.\n\nEscalating issues and risks to the Head of Subject in a timely manner together with potential solutions.\n\nLeading on cross-department projects, ensuring all team members are briefed and engaged and the projects are delivered to deadline.\n\nQuality Management\n\nMaintaining good working practices to maximise accuracy, economy, efficiency and security, for example ensuring quality of marking is closely monitored and completed correctly and to deadline.\n\nTaking responsibility for the quality and standards for a specific set of subjects.\n\nEnsuring awards meet regulatory and standards requirements and free from error.\n\nConducting annual subject reviews to identify and implement improvements for the delivery of responsible subjects showing measurable enhancements to the delivery of assessments over time.\n\nEnsuring the quality of all content materials by fully engaging with the continuous cycle of improvement of our assessments, including the 10 stage process, for example, error free, no surprises etc.\n\nPrior and during QPEC meetings, fully engage with assessment material ensuring adherence to DE&I principles, regulation, error-free, no surprises etc.\n\nRelationship Management\n\nMotivating and leading their subjects and teams of Senior AAs through constant change, reviewing regularly in order to deliver improvements to the quality and efficiency of the assessment process.\n\nManaging Senior AAs, continuously assessing their performance and giving regular feedback, including annual appraisals of their performance (e.g. Senior AA Review).\n\nBuilding and maintaining effective relationships with Senior AAs.\n\nBuilding and maintaining effective relationships with internal stakeholders to develop mutually acceptable service level agreements.\n\nSupport with AA recruitment.\n\nWork closely with the subject advisors and internal customer-facing teams to identify opportunities to support customers and support retention of customers.\n\nSupport with training and development of Subject Coordinators.\n\nKey challenges:\n\nWorking to tight, and immoveable, deadlines\n\nWorking within a regulated framework\n\nAttention to detail even with repetitive tasks\n\nFlexibility of working patterns during peak periods\n\nReacting positively to change.\n\nAdapting to the challenges of each qualification\n\nAdapting to different IT systems\n\nSupporting Assessment Associates in their use of new technologies\n\nInfluencing and working closely with Assessment Associates and internal stakeholders.\n\nSimultaneously managing tasks for multiple examination series.\n\nWorking Pattern\n\n37.5 hour core working week\n\nHybrid working status\n\nOvertime/TOIL is available subject to division policy on eligibility\n\nFlexible working pattern available\n\nDuring peak times of activity there are restrictions on leave\n\nSome weekend work may be required.\n\nCore competencies - managing others:\n\nProvide a customer focused service\n\nExcellent time management and organisation\n\nCommunicating with influence\n\nWorking with others to achieve goals\n\nDelivering goals in a changing environment\n\nTaking creative and innovative approach to work\n\nMaximising potential in self and others.\n\nEducation, qualification & training:\n\nWe welcome applications from any background.\n\nAssessment Leaders may have a range of experience in assessment roles such as a teacher or departmental lead in a School or College, or some other role in the education sector.\n\nPrevious experience:\n\nExperience of a customer facing role\n\nExperience of assessment desirable but not essential\n\nSubject specialism/interest desirable but not essential\n\nTeaching experience or experience in working in an educational environment desirable but not essential\n\nPersonal style & behaviour:\n\nHighly motivated individual with personal drive and energy\n\nAble to prioritise and manage own workload\n\nActively seeks information and is able to handle it appropriately\n\nPrepared to be flexible in their approach to problem solving\n\nAble to problem solve\n\nWorks collaboratively with others\n\nYour rewards & benefits\n\nWe know you’ll do great work, so we give a lot back with some of the best benefits in the business. We know one size doesn’t fit all, so our workplace programs meet the different needs of our diverse teams, and their families too.\n\nPlease see our attractive UK benefits here: \n\nPearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.\n\nIf you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing \n\nJob: Learning Subject Matter Experts\n\nJob Family: LEARNING_&_CONTENT_DEVELOPMENT

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