Specialist, Service Delivery

The Role:

Part of Pearson School Qualifications, the Assessment division combines excellence in assessment with outstanding customer experience. The Assessment division has end-to-end responsibility for delivering on-time, accurate results of high stakes UK and international qualifications to our learners and first-class customer service to all our customers.

The role reports to the Assessment Services Customer Experience Manager, working to ensure we have a fully trained and fully competent workforce of invigilators, adequately equipped to provide the highest quality support to our students.

Purpose

The purpose of this role is to ensure the effective planning, recruitment, development, and support of invigilators to enable the smooth running of all exam sessions. The postholder will oversee workforce planning and operational delivery, provide day-to-day support to invigilators and Team Leaders, lead training and quality assurance activity, and manage performance, conduct, and payroll processes. Through strong coordination, clear communication, and continuous improvement of processes, the role plays a critical part in delivering a positive invigilator experience and maintaining high standards of exam delivery.

What you will Own:

Workforce Planning & Operational Delivery

• Maintain accurate, up-to-date workforce records, including contact details, recruitment information, system access, training completion, and ongoing performance data
• Analyse entry data to forecast invigilator, Team Leader, and Senior Team Leader requirements for each exam series, ensuring full coverage
• Monitor cancellations and redeploy available invigilators, Team Leaders and Senior Team Leaders to maintain appropriate resourcing for all exam sessions
• Create Team Leader/Senior Team Leader rotas and ensure all staff have access to essential exam information and access arrangement details

Invigilator & Team Leader Support

• Act as the primary point of contact for invigilator and Team Leader queries, providing timely support before, during, and after exam sessions
• Set up and manage communication channels (e.g chat groups) to coordinate real-time exam day support
• Provide escalation support for Team Leaders during live exams when issues cannot be resolved and need to be escalated

Training & Development

• Support the design of and implement and maintain a comprehensive training plan for all roles (Invigilators, Team Leaders, Senior Team Leaders)
• Plan, coordinate and deliver live training events and ensure all mandatory training is completed ahead of each exam series
• Conduct on-the-day and post-exam quality assurance checks to evaluate performance and identify training needs
• Review existing processes regularly and look for ways to make our processes quicker, simpler and more efficient

Performance & Conduct Management

• Draft and issue performance feedback and maintain a central record of all invigilator performance data for future exam series
• Manage conduct concerns and lead on contract termination conversations where necessary

Communication & Engagement

• Work with the Communications team to develop and distribute key messages, operational updates, and calls to action for upcoming exam sessions or training events
• Lead initiatives to improve the invigilator experience using insights from feedback, surveys and focus groups

Payroll & Administration

• Prepare and issue time sheets prior to exam sessions, monitor completion and accuracy, and follow up missing time sheets
• Collate and verify hours worked (including quality assurance checks against internal data) to ensure accurate and timely payment
• Collaborate with the Recruitment team to provide information required for payments to be made and respond to payroll queries once payments are issued
• Set up and maintain system access for invigilators and Team Leaders
• Support the reference process by providing necessary data to the Recruitment team

About You

What you’ll bring:

• Experience coordinating and supporting large or temporary workforces in a fast-paced operational environment
• Strong workforce planning and organisational skills, with the ability to analyse data and forecast resourcing needs
• Confident communicator, able to provide clear guidance, manage issues, effectively manage key stakeholders and support staff before, during, and after delivery
• Experience delivering or coordinating training, quality assurance, and performance feedback

Role Location / Working Pattern

This is a hybrid working position with a reporting line to our Manchester office. Travel for face-to-face team meetings and other meetings may be required. This role reports to the Assessment Services Customer Experience Manager.