Special Requirements Delivery Manager

**Position Title**: Special Requirements Delivery Manager

**Business Area Overview**:
**Key Accountabilities**
- Overall performance monitoring and development of direct reports.
- Support innovation and change to improve the processes and add quality to the outcomes.
- Management of permanent and temporary staff, monitoring team workloads to ensure all operations are effectively managed.
- Ensure appropriate checks are in place & carried out regularly for every process within the team.
- Support a strong customer service ethos.
- Develop and maintain professional working relationships with external and internal customers.
- Management of the resolution of queries from examination centres within agreed SLA’s.
- Management and monitoring of the Access Arrangement and Transfer of Credit processes.
- Management and monitoring of the Special Consideration process. Liaising with stakeholders to ensure all tariff and aegrotats have been appropriately logged and keyed.
- Liaising/working in or with any operational team, where or when the need arises to ensure the effective and smooth delivery of results.
- To ensure all processes and procedures are fully defined, captured and controlled in accordance with the PQS ISO9001 Quality Management System and in line with 9 key disciplines.
- Work with process/team leaders to ensure audit requirements and recommendations are resolved.
- Develop, update and maintain management information and report on progress.
- Chair meetings related to progress against results delivery schedules.

**Key Challenges**

The nature of the work undertaken is public facing and of a sensitive nature. The post holder will need to demonstrate a professional and commercial outlook.

The majority of staff utilised at peak periods will be seasonal resource. An adaptable approach will be required to maximise potential in the workforce.
- Working within a regulated framework.
- Working to tight, and immoveable, deadlines.
- Attention to detail and careful analysis despite busy workload.
- Attention to detail even with repetitive tasks.
- Flexibility of working patterns during peak periods.
- Reacting positively to change.
- Adapting to the challenges created by the introduction of new qualifications or working methods.
- Adapting to multiple/ different IT systems.
- Supporting various stakeholders from different teams.
- Influencing and working closely with colleagues.
- Simultaneously managing multiple high priority tasks.
- Restrictions on annual leave during peak periods.

**Skills/Qualifications**:
We are looking for a conscientious and hardworking, resilient, enthusiastic individual with the ability to communicate effectively at all levels.

**Previous Experience**

**Essential**
- Experience of leading/managing activities/projects
- Organising own workload to manage multiple high priority tasks
- Managing people
- Working to tight deadlines
- Experience of data interpretation
- Experience of working in a highly charged customer facing environment
- Excellent interpersonal skills

**Desirable**
- Working in the education sector
- Experience of working in an ISO9001, BS25999, IiP certificated organisation

**Education, Qualifications & Training**

**Essential**
- 5 GCSEs A
- C to include English and Mathematics
- Proficient in the use of the Microsoft Office suite
- Able to quickly learn multiple software packages

**Desirable**
- Familiarity with more complex functions of MS Excel to manipulate data.

**Your Reward & Benefits**

We’ll expect a lot and we know you’ll do great work, so we give a lot back with some of the best benefits in the business. We know that one size doesn’t fit all, so our workplace programmes meet the different needs of our diverse teams and their familiestoo. There is a range of options, too many to list here, but when you join our Pearson family you can look forward to:

- A starting holiday of 25 days plus UK public holidays and you’ll earn 1 additional day’s holiday per year you work with us.
- Generous pension scheme where we match and double what you contribute.
- Maternity, paternity, and family care leave as well as flexible work policies.
- Stock/share purchase options.
- Healthcare and dental plans, and an employee wellbeing assistance programme for you and your family to help balance work, family, and personal life.
- Cycle to work program, gym membership concessions in selected office locations, along with retail and leisure discounts.

Learning is the most powerful force for change in the world. More than 20,000 Pearson employees deliver our products and services in nearly 200 countries, all working towards a common purpose - to help everyone achieve their potential through learning. We dothat by providing high quality, digital content and learning exper