Qualifications Delivery Officer

5 months ago

Ringwood, United Kingdom ISEB Full time

**ISEB is looking for a highly organised, data-driven, and reliable Qualifications Delivery Officer to support the delivery of all ISEB’s qualifications and assessments, and to provide excellent support to customers working with our paper-based and digital examinations and qualifications.** Reporting to the Qualifications Delivery Manager, this role will work across the end-to-end production and delivery of ISEB’s examinations and assessments, working with the wider product team and ISEB’s external print, digital, and logistics partners. The Qualifications Delivery Officer will also support all customer service and key account management activities, working within ISEB’s customer support platform, helping to populate our self-service customer helpdesks with support content, and ensuring SLAs are adhered to. This role will also support the delivery of operational communications to schools, the running of ISEB’s registration portals, and the reporting of qualifications data and insight to the senior team.

This is **ideally a hybrid role**, with at least two days per week from our office in Ringwood, Hampshire. Salary £24-25k.

**ROLES AND RESPONSIBILITIES**
- Support the end-to-end operational production and delivery of all ISEB’s qualifications and assessments.
- Work across all processes and procedures involved in delivering ISEB’s qualifications and assessments to schools, including registration, exam paper production and delivery, as well as moderation, results, and certification as required.
- Support the creation and supply of production data packs to ISEB’s external print and digital exam production partners.
- Administer the naming of and secure storage and supply of ISEB’s exam papers, as well as ISBN allocation and all other processes involved with producing exam papers.
- Support with the administration of ISEB’s item writing commissioning and quality assurance processes.
- Gather useful data, customer feedback, and production and delivery statistics monthly, for analysis by the wider Qualifications team.
- Support the Qualifications Delivery Manager with designing and delivering on-brand operational communications for schools, to keep them updated on all aspects of qualifications and past paper delivery. Assist with ensuring school contact lists are maintained and up to date.
- Work with the Marketing & Digital team to provide customer feedback about ISEB’s online administration and registration platforms, as well as bug reporting and troubleshooting technical issues.
- Support the Qualifications team in creating the Copyright Booklet for each examination session, by pursuing and administering copyright clearance for materials used in ISEB's qualifications and assessments.
- Supply registration information to ISEB’s Accounts team for invoicing purposes.
- Support with the upload/creation of schools, invigilation centres, and other partners within ISEB’s online administration and registration platforms.
- Work with the Customer Experience team on customer support activities, working within ISEB’s Freshdesk customer support platform, and responding to customer enquiries within ISEB’s SLA policies.
- Support the maintenance and development of help articles and FAQs for ISEB’s self-service customer support portals.
- Through customer support activities, build relationships with schools to ensure their qualifications and delivery needs are being met and feedback is being heard and processed.
- Assist with telephone customer support as necessary by answering phones during publicised telephone support hours, and by phoning customers as required to give the most efficient and effective support on an ad hoc basis.
- Champion customer service and strive to ensure that all customers are always getting the best support possible.

**PERSON SPECIFICATION**
- Excellent organisational and time-management skills, as well as both written and verbal communication skills.
- The willingness to work cross-departmentally and use multiple different skills to support a small business achieve ambitious goals. Excellent cross-departmental communication and collaboration skills.
- A deep curiosity for learning new things. You will be expected to develop a deep understanding of all key components of our existing and new products, and a clear understanding of our key customer groups to fully understand our customers and deliver excellent customer service.
- A customer-centric approach, that puts the customer at the heart of everything ISEB does.
- A self-starter who is comfortable and confident with approaching other colleagues for information and who learns new technologies and systems quickly.
- Ideally, experience in and an understanding of the education, assessment, and/or education technology sectors.

**TECHNICAL SPECIFICATION**
- Ideally, experience with using Freshdesk or a similar platform to deliver customer service.
- Excellent written and verbal communication skills.
- Excellent pr

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