At AQA, we’re committed to advancing education and we’re committed to our people. As the largest provider of academic qualifications in the UK, we mark over 10 million exam papers each year and it’s our people who make this happen.
Exams Officer Support Advisor
Permanent
Term Time Only (39 weeks)
North-West Region: £26,177 - £29,414 (actual salary)
Home Based with travel
AQA is much more than just an awarding organisation, our purpose is to advance education by enabling teachers and students to realise their potential. Our purpose is the reason AQA exists – we’re here to make a positive difference in the world by bringing out the best in teachers and students.
Joining the Customer & Sales Team as an Exams Officer Support Adviser, you will be part of the team that drives the organisation to make the necessary changes to improve the services and support we offer our customers that differentiate us as an organisation. You will work with all areas of the business, to ensure we provide Exams Officers with a high-quality service.
As one of the six Exams Officer Support Advisers, you will be responsible for one region of the UK, depending upon your home location. It will be necessary for you to travel to centres and meetings so you will need to hold a driving licence and have your own transport. The role is Term Time only but you will need to be available during the exam series, including the results days in the Summer.
What’s in it for you?
A chance to ensure Exams Officers voices across the country are heard
This role will put you right at the heart of our customers driving advocacy, quality and change as part of a brand new purpose led team.
A real and tangible impact on the lives of students and teachers across the UK.
A focus on personal and professional growth and development.
Access to an enhanced Contributory pension scheme which could you see you paying in 7% and AQA contributing 11.5% (Other options available)
Life Assurance, BUPA Private Medical Insurance, Health cash plan and a 35 hour working week
The ability to unwind and focus on self-care through the full Headspace App and our Employee assistance and wellbeing programmes.
What do I need to be successful?
Have experience of working with centres delivering general qualification exams series. (e.g. High Schools or Colleges). - Ideally as an Exams Officer
Be committed to putting customers at the heart of your thinking and decision making – A customer front and centre mindset is essential.
Be delivery focused with a logical approach to problem solving and prioritisation to deliver a balance of short-term improvements and medium to long term differentiation.
Understand relevant business process and organisational change methodologies, tools and techniques, with a proven track record in implementing and embedding change.
Have excellent relationship management skills with the ability to manage stakeholders on multiple levels.
Have expertise in using Management Information (MI) to provide data insights into the Exams Officer experience, delivering effective plans to drive continuous improvement.
Have experience of working closely with a regulatory organisation.
Hold a current, up-to-date DBS certificate or be willing to undergo a DBS check upon successful appointment to this role.
What Next?
Upload your most recent CV with a cover letter which highlights your transferable skills and motivation for this role.
Applications will close at 23:59 on Sunday 26th January.
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Full Job Description
Summary
Purpose:
AQA is much more than just an awarding organisation, our purpose is to advance education by enabling teachers and students to realise their potential. Our purpose is the reason AQA exists – we’re here to make a positive difference in the world by bringing out the best in teachers and students.
Joining Customer & Product you will be part of the team that drives the organisation to make the necessary changes to improve the services and support we offer our customers that differentiate us as an organisation. You will work with all areas of the business, to ensure we provide Exams Officers with a high-quality service.
The role is key in supporting the change management programme required to develop and deliver the exams officer strategy ensuring consistency in processes and training so that Exams Officers delivering AQA qualifications receive a high-quality experience, are retained within their centre and become advocates for AQA.Landscape:
Reporting to the Exams Officer Engagement Manager and working closely with other Exams Support Advisors and Sales & Account Managers, the position plays a key role in ensuring Exams Officers are engaged and supported to consistently deliver successful exam series.
The role will also work with members of the Customer & Product team and across all areas of the business to implement the Exams Officer Strategy and ensure delivery of an exceptional customer experience. Working remotely the role requires excellent communications skills as well as high levels of planning, organising and prioritisation skills.
Activities:
Support delivery of the Exams Officer strategy and change management programme using best in class processes and technologies to continually improve the Exams Officer experience.
Utilise management information (MI) to ensure Exams Officers have a positive experience, are supported and retained to ensure successful delivery of the exam series within their centre.
Deliver in person and on-line communications to ensure a Customer (Exams Officer) approach is taken across the business throughout the planning and delivery of each exam series so that AQA provides an ‘easy to do business with’ experience.
Support the Sales and Account Management Teams to build positive relationships with Exams Officers in centres helping to ensure that Exams Officers are advocates for AQA.
Support delivery of the Exams Officer experience strategy managing interventions such as Exams Officer focus groups, training interventions and Exams Officer CPD
Ensure the Exams Officer voice is represented across AQA to continuously improve their experience.
Work in close partnership with the external communications team to deliver a communication plan which underpins our Exams Officer experience strategy.
Work with the National Association of Exams Officers, JCQ colleagues and external partners to implement best practice methodologies which improve the Exams Officer experience.
Represent AQA at relevant conferences and events.
Deliver Exams Officer training and education programs to ensure EO’s are fully utilising AQA’s technology products and services.
Where business needs change, to undertake other responsibilities which are of a commensurate level outside the terms of this role profile.
To be successful in this role, you will need to:
Be committed to putting customers at the heart of your thinking and decision making – A customer front and centre mindset is essential.
Be delivery focused with a logical approach to problem solving and prioritisation to deliver a balance of short-term improvements and medium to long term differentiation.
Understand relevant business process and organisational change methodologies, tools and techniques, with a proven track record in implementing and embedding change.
Have excellent relationship management skills with the ability to manage stakeholders on multiple levels.
Have expertise in using Management Information (MI) to provide data insights into the Exams Officer experience, delivering effective plans to drive continuous improvement.
Have experience of working with centres delivering general qualification exams series. (e.g. High Schools or Colleges). -Ideally as an Exams Officer
Have experience of working closely with a regulatory organisation
