Pearson Programme Support Officer in Greater Manchester, United Kingdom

Programme Support Officer

Description

Pearson VUE (www.pearsonvue.com) is the global leader in computer-based testing for information technology, academic, government and professional testing programs around the world. Pearson VUE provides a full suite of services from test development to data management, and delivers exams through the world’s most comprehensive and secure network of test centres in more than 180 countries, where we validate the skills and knowledge of millions of individuals every year.Pearson VUE offers a great environment to start or grow your career, we are now hiring for a Programme Support Officer to join our team based in Salford Quays.

Overview

Managing projects for Pearson VUE including development and implementations, customer schedules, deliverables, customer relations and expectations, suppliers, customer and internal reviews/reports, change management and deployment over the project lifecycle.

It involves capturing and clarifying client requirements, setting-up timelines and implementation plans, negotiating priorities and contribution from other teams within the Pearson (VUE) organization(s), managing and coordinating contribution from 3rdparty vendors and suppliers, meeting company and client quality standards, and communicating and reporting both internally and to the client. This is a very hands-on broad role that requires commercial awareness and solid operational mind.

Qualifications

Key Responsibilities

  • When required, own by effective planning, managing and driving the operational components of onsite testing events, as appropriate

  • Work closely with other departments to ensure delivery of individual client service requirements

  • Working closely with the lead Programme Manager(s) on a number of client programmes to provide administrative and organisational support

  • This is a key administrative role, requiring specialist administrative skills

  • Must be able to manage own workload with direction from line manager

  • Use communication skills to convey moderately complex information

  • Develop and maintain lasting, effective relationships within own business unit

  • Analyse and propose possible solutions to situations that occur within own area of responsibility

  • Communicate effectively with internal and external stakeholders in accordance with the guidance by management

  • All employees have a responsibility to co-operate in promoting and maintaining a safe and healthy working environment, and to take reasonable care of their own health and safety at work and that of all other staff that may be affected by their acts or omissions. Line managers have specific responsibility for the health and safety of their direct reports and other team members for which they have general management responsibility

  • All employees are also responsible for supporting and implementing the company’s policies and procedures around the Health and Safety, Security, Quality and Business Continuity arrangements that apply in their role/work function. Full details of these policies and procedures are available on SharePoint.

Key Activities

  • Act as the primary point of escalation for technical and customer services teams in matters relating to the client programme and service delivery

  • Ensure that the customer service teams are trained, have accurate information and the client’s needs are met to the highest standards

  • Act as the subject matter expert in customer services for client programme related issues

  • When required, own and drive the operational components of onsite testing events, through effective planning and management of the associated processes

  • Work closely with other departments to ensure delivery of individual client service requirements

  • Build and maintain relationships with the client teams through regular liaison and effective communication

  • Chair regular weekly meetings with internal and external stakeholders, take ownership of and effectively manage subsequent actions and communications

  • Process all data in line with business standards and in accordance with Data Protection legislation

  • Manage the escalation of customer complaints in line with the client and business requirements

  • Ensure all Pearson VUE policies are adhered to at all times. In addition to this, be aware of and adhere to specific Customer Service Centre guidelines

  • Prepare and maintain realistic and robust project, quality, and risk plans, including plans incorporating sub-projects. Monitor and control team performance against each plan, providing reports to client / user management and Pearson VUE senior management as required, working under the supervision of a senior member of the Programme Management team

  • Establish and maintain project documentation over the life of the project

  • Excellent knowledge of client programmes and contract deliverables, able to measure performance against contract and any relevant key performance indicators

Working Arrangements

  • Monday to Friday 09:00 to 17:30 hours, with a commitment to peak time requirement as may be required to fulfil project needs.

  • Salary - 28,000 Excellent Benefits

#LI-NB1

Primary Location: GB-Greater Manchester

Job: Project/Programme Management

Organization: Assessments VUE

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: May 19, 2017

Req ID: 1709257