Exam Support Specialist

Job Title: Exams Coordinator

Responsible to coordinate exams support and accreditation. Key tasks include exam bookings, results release, public exam enquiries, and local bookings.

Key Tasks - Exams

• Chase up outstanding information for exam bookings and results release.
• Point of contact for public exam enquiries and local bookings.
• Support the team on APMG systems, including Marlin exam system and invigilator portal.
• Provide training to support exam coordinators, enter and process exam bookings, including creation of supporting content when needed.
• Participate in User Acceptance Testing (UAT) to maintain knowledge of APMG systems and support operations.
• Point of contact for regional teams running a voucher scheme.
• Create booking documentation for exam packs for public exams.
• Liaise with Invigilators/venues where applicable.
• Process returned exam packs and work with operations team to process through to release of results.
• Print and prepare bookings for regional teams.
• Dispatch exam packs.

Key Tasks - Accreditation

• Assist teams to access APMG Accreditation information.
• Transfer queries within the Accreditation team when needed.
• Deal with Accreditation related booking queries on Marlin exam system and follow through to ensure booking can be made in timely fashion.
• Assist with scheduling and reviewing reports for any urgent assessments.
• Support accreditation projects when required.
• Assist teams with accreditation queries, including but not limited to quoting accreditation/assessment costs.

Invigilator Spot Checks

• Manage invigilator spot checks in accordance with Quality Management System (QMS).
• Liaise with and inform spot checkers of relevant information, procedural requirements and developments.
• Ensure current and correct standards/documentation is utilised when managed spot checks are completed.
• Coordinate lodgement of completed spot check reports.

Marketing

• Manage web pages on the company website.
• Promote, nurture and support teams to use the country web pages to promote their activities, blogs and promotional articles.
• Encourage and assist teams in developing material and content for blogs, articles, case studies etc, including writing and editing.
• Support marketing activities as required, including social media support and publishing content where appropriate with consideration to SEO.

General Tasks

• Assist the manager with issuing invoices/receipts.
• Process and dispatch book orders on request.
• File and manage documentation quickly in accordance with company policy.
• Assist and help team members on request to ensure objectives are met.
• Complete regular and ad-hoc reporting to agreed deadline.
• Participate in meetings and projects (ad-hoc) to support international operations and projects.
• Act as an approved invigilator for exams.
• Provide support for sales leads received via the website.

General

• Liaise and work with other teams on relevant accreditation matters.
• Submit QMS change requests in line with process/standards development including process maps.
• Attend meetings/events as agreed with manager.
• Start records for all complaints received and pass them on to the relevant person to deal with them in accordance with the company complaints policy.
• Review and action any complaints which may be assigned to this role and close in a timely manner in accordance with the company complaints policy.
• Responsible for reading, understanding and working in accordance with the processes relevant to their role as defined in the company QMS and processes.

Qualifications

• At least 3 years' experience in administration.
• Preferably minimum of qualifications to Year 12.

Skills

• Excellent command of written and spoken English.
• High attention to detail.
• Time management skills.
• Customer service skills.
• Understanding of the relevant standards and quality policy.
• Data entry skills, including speed and accuracy.
• Ability to execute processes within Service Level Agreements (SLAs) and in-line with company's standards (as set out in the QMS).
• Ability to problem-solve and think creatively to meet non-standard customer requirements while meeting company's standards and SLAs.
• Ability to communicate at appropriate levels of a customer organisation.

Competencies

• Managing Self
  • Steps up and assumes responsibility where necessary.
  • Reads behaviour, tackles difficult situations and manages conflict in an appropriate and timely manner.
  • Trusts one's own capability to resolve problems and make decisions within remit.
• Teamwork & Collaboration:
  • Promotes team spirit by involving and engaging with team members to achieve mutual/team goals.
  • Takes into account team workload and offers support when needed to ensure objectives are achieved.

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