Results Resolution Process Leader - Scripts

Business Area Overview

The Qualifications Processing (QP) directorate consists of several areas, which work together to deliver General and Vocational Qualification operations throughout the year. The Results Resolution team supports the delivery of accurate results to every candidate in each examination session.

About the Role

Reporting to the Delivery Manager, this role ensures the effective processing of the Script process during exam series. Working to tight immovable deadlines to ensure all scripts have been received into the scanning facility in Hellaby. This role covers the GQ and VQ qualification suites. This role is based in our office in Hellaby, Rotherham.

Key Accountabilities

To provide a customer focused service, ensuring both written and verbal communication is clear and concise, and that all communicated information is accurate

To interpret and utilise management information and make informed decisions from it, and escalate as appropriate

Ensuring candidate scripts have been chased and received, all queries relating to scripts such as script searches are completed within agreed service levels

Leading processing activities

During peak processing periods lead a team of seasonal staff

To deliver daily/weekly/monthly team briefs

To gather information to support the resolution of complaints and queries as directed by line manager

Work in other areas of the business as required

Key Challenges

Due to the nature of the examination process, the volume of work varies throughout the year.

Working to tight, and immoveable, deadlines

Attention to detail and careful analysis

Flexibility of working patterns during peak periods

Reacting positively to change

Adapting to the challenges

Adapting to multiple/ different IT systems

Supporting various stakeholders from different teams

Simultaneously managing multiple high priority tasks

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 families too. 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.

A 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.

What to expect from Pearson

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at

We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.