Exams And Customer Service Officer

Accountabilities, responsibilities and main duties: Administer exams in accordance with Corporate guidelines and Examining body regulations Promote UK examinations and sales of Examinations products including Examination based courses Regularly update exams venue staff (invigilators, examiners) of new procedures and ensure all are in compliance with the Client Service Standards and Essential Personnel. Proactive collaboration with front line staff to ensure information about Examinations Services is understood and available. Recruit, train and supply suitably-qualified venue staff and assist with venue staff performance appraisal/feedback Arrange exam venues and logistics in accordance with Exam Board regulations/Quality and Compliance Assessment (QCA) standards and in line with local requirements. Deal with specialised enquiries about examinations when required Facilitate a range of financial services through customer service including registrations & cash collection as and when required.  Prepare invoices and manage income reconciliation, record daily financial transactions. Monitor expenses on venue staff/ venue/examination board/payments and other direct activity related to the product(s) Support the Examinations team with all examination related duties as and when required. Keep updated professionally in order to provide a service that is in line with current legislation and best practice with at least one formal training course each year in accordance with PMPD guidelines as and when required. Register customers, collect income received and record it accurately on the system. Maintain records on the system and complete daily reconciliations. Meet requirements of audit and financial reporting and ensure any discrepancy is reported to line management within the stipulated deadline. Provide information to customers via face to face, telephone, social media and e-mail by being one of the key contacts for enquiries handled by the Customer Services team as per corporate standards and policies outlined in the Customer Management Framework Assist with day to day verification of documents issued by UK accredited institutions. Collect feedback from customers actively and forward it to relevant stakeholders as required. Act as Front Line Duty Officer (FLDO) for customer service issues dealing with complaints’ and incidents to support the two main Customer Service Officers (CSOs).  Ensure full coordination with Examination Services Manager and CSOs.