Advanced Associate, Professional Services

Advanced Associate, Professional Services

Reports to: Manager, Results Resolution

In this role, you will support learners, customers, and internal teams across all aspects of the Results Resolution team. UK and International Schools and Colleges return scripts to be marked in every exam session, it is Results Resolutions responsibility to ensure scripts are returned, marked and results are in the system. You will play an important part in ensuring every interaction reflects Pearson’s commitment to accuracy, fairness, and high‑quality customer service.

You will work in a detail‑focused, customer‑facing environment where accuracy, timeliness, and professionalism are essential. In your first six months, you will make an impact by consistently meeting service level agreements (SLAs), maintaining strong quality standards, and contributing positively to team collaboration and process improvement.

The Results Resolution and

Special Requirements team form part of the Qualifications Processing directorate. The team supports the delivery of General and Vocational qualification results to candidates in each series. This is an office‑based role, in Hellaby, Rotherham. This role aligns to industry‑level titles such as Results Resolution Processing Assistant
.

• Provide a customer focused service, ensuring both written and verbal communication is clear and concise, and that all communicated information is accurate.
• Resolving queries from customers and external stakeholders promptly and professionally via email, CRM or phone.
• Work alongside the Process Leaders on a variety of activities to ensure results are processed successfully and accurately
• Raise and process the Post Results Service applications
• Support on the partial missing script process, working alongside the processing and assessment teams.
• Ensuring all work meets agreed service level agreements (SLAs) and quality standards.
• Maintain a high standard of customer service at all times.
• Build and maintain effective working relationships with internal and external stakeholders.
• Support temporary staff during peak processing periods, in line with Pearson policies and values.
• Escalate risks, issues, or concerns to the Manager as appropriate.
• Actively participate in team meetings, reviews, and process discussions.
• Contribute ideas and recommendations for process improvements.
• Demonstrate and live the Pearson Essential Behaviours in all aspects of your work.

You bring a strong customer service focus, excellent attention to detail, and the ability to manage multiple priorities effectively. You communicate clearly and professionally with customers, peers, and stakeholders, and you take accountability for delivering accurate, high‑quality work.

You are comfortable working collaboratively to achieve individual and team Objectives and Key Results (OKRs), while also demonstrating initiative, responsibility, and reliability in your own work. You work well in a structured, process‑driven environment and are confident handling sensitive information with care and discretion.

• Strong customer service orientation.
• Clear and effective verbal and written communication skills.
• Ability to collaborate with others to achieve individual and team OKRs.
• Proven attention to detail and commitment to accuracy.
• Ability to multi‑task effectively.
• Strong time management skills.

• Creative and innovative problem‑solving skills.
• Ability to inspire team commitment, spirit, pride, and trust.
• Experience supporting and motivating peers during busy periods.

• Educated to GCSE level with a minimum of English Language and Mathematics, or equivalent.
• Proficient in PC use and Microsoft Office, with intermediate skills in MS Excel.

• Experience working with Oracle systems (IQS).
• Experience using EMS (AS400 / iSeries).

• Demonstrated ability to manage multiple tasks and priorities effectively.

• Familiarity with the operations of an Awarding Body or similar regulated environment.

This role is fully onsite, aligned to Hellaby location. Our office is at Pearson, Lowton House, Lowton…