Title: Regional Manager, Scotland and Highlands
Location: Remote-Scotland
Salary: £40,000 / annually
About PSI
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About the Role
The Regional Manager is a senior member of the UK Channel management team, responsible for all activities at a group of PSI test centres. This includes invigilation of exams and the efficient delivery of tests to candidates, ensuring that relevant procedures and guidelines for test administration are always adhered to. This role also owns responsibility for Test Centre Administrator staff at their site(s), which includes administrative tasks, scheduling and training. In addition to the typical duties of a Regional Manager, they are expected to have the experience and expertise to provide guidance and mentoring to others across the group.
Our test centres are open to members of the public, so it is essential for Regional Manager to have a flexible approach to working hours and arrangements. The role will require attendance across test centre opening hours, which vary site-to-site and may include late evenings and weekends on occasion. This is a full-time, permanent role. There will be 80% travel associated with this role, as the post holder will be required to set up and manage mobile pop-up sites in Scotland including Highland and Islands.
Role Responsibilities
- This role is unique to Scotland as it will involve 80% travel including Highlands and Islands (including Shetland) with mobile/ pop up travel kit
- Oversee the daily operations of the test centres under their remit. The Scottish centres will have delivery across the major cities as well as minimum delivery in the highlands and islands
- Ensure the test centres within their remit are fully staffed as appropriate for test delivery, including scheduling and maintenance of rotas.
- Maintenance of test integrity, including reviewing CCTV, mitigating risks and coordinating with relevant technical teams as appropriate.
- Recruitment of additional test centers to grow the test centre network in the region.
- Build and maintain relationships with third party providers and vendors ensuring PSI is the preferred partner.
- Observations of test centre staff.
- Organize and chair monthly performance reviews with third party providers to discuss complaints, audit scores, candidate feedback and other SLAs.
- Contribute to ISO audits and customer service accreditation under the Home Office contract.
- Manage all audits for PSI and the Home Office, with regards to the test centres under their remit. This includes staff observations and contractual unannounced audits.
- Management of staff conduct and performance.
- Responsibility of ensuring inventory supply of stationery, etc. needed for test centres.
- Ensuring complaints are managed and responded to within the SLA timescales.
- Overall responsibility for ensuring staff members are fully trained with mandatory and service training.
- Ensure all standard operating procedures are implemented, up to date and amended according to the terms of the contract.
- Always providing a high level of customer service in the test centre.
- Ensure candidates’ needs are met with understanding and respect.
- Perform daily test centre opening and closing procedures.
- Understand and adhere to testing needs and procedures for each client, including ensuring equipment is operational and workstations are set up in line with test guidelines.
- Sign candidates in (including verification of candidate identity) in line with test procedures.
- As required, explain the test process to candidates and deal with queries.
- If applicable, print and provide test results to candidates.
- Manage candidates who will be taking paper-based tests.
- Supporting the delivery of tests for candidates with special requirements, including the sourcing of additional support as required.
- Ensure the integrity and security of the tests is maintained and that they are supervised to the required standard.
- Comply with all incident reporting and escalation procedures.
- Perform other administrative tasks as required.
- Share best practices, identify efficiencies and increase customer satisfaction.
- Attend workshops for integrity and fraud as required by the contract.
- Complete the testing schedules for all services in line with the SLA requirements.
- A clear understanding of dual booking systems.
- The ability to be able to adapt to ever changing requirements.
- Health and Safety, to identify and risks and actions, working with the appointed PSI H&S Manager.
- Provide guidance and mentoring to other Test Centre Coordinators and TCAs aspiring to take further responsibilities.
Knowledge, Skills and Experience Requirements
- Skills in Microsoft Office software are desirable.
- Experience in a customer-facing role is desirable.
- Experience in testing environment or invigilation is desirable.
- Ability to manage difficult customers and deescalate situations in a professional manner.
- Ability to set up mobile popup sites for testing
- Needs to be physically fit due to the equipment needed onsite and the mileage that will be covered
- Security clearance is required to carry out this role. This means candidates must hold a current UK or Commonwealth passport
- UK residency with a minimum of 5 years continuous residence in the UK is required.
- CTC clearance is required
- K. driving license mandatory.
Benefits & Culture
Alongside a competitive salary, we offer a comprehensive benefits package designed to support your well-being, your future, and your sense of purpose:
- Retirement Benefits: 401(k), pension, or country-specific retirement plans with employer contributions
- Generous Time Off: Enhanced paid time off/annual leave policies
- Health & Wellbeing Coverage: Medical insurance tailored to your region, plus:
- US: Dental, vision, life, and short-term disability insurance
- UK: Medical cashback plan including dental, vision, and income protection
- Flexible Spending Accounts (US)
- Employee Assistance Program (EAP): Confidential support whenever you need it
- Work-Life Balance: We understand life happens outside of work, and we fully support flexibility
- Wellness Culture: Regular global wellness initiatives to help you stay healthy and inspired
- Future Planning: Tools and support to help you grow personally and professionally
- Giving Back: Enjoy a Volunteer Day each year and opportunities to support our communities and industry
At PSI, we’re more than just a workplace - we’re a global team driven by shared values and real impact. If you're ready to be part of a company that’s committed to your growth and well-being, we’d love to hear from you.
