Job Description

The Regulation Team is part of the Business Improvement and Regulation Directorate, within the Quality, Regulation and Governance business unit. We are responsible for ensuring that Pearson is aware of and is supported to meet its regulatory obligations. We act as a primary point of contact on regulatory matters for the business, qualifications regulators and other key stakeholders in education and qualifications, both in the UK and internationally. A key function of the team is delivering an appeals service, ensuring we offer an effective and compliant appeals process that provides clear appeals outcomes to centres and learners within the published service levels.

Job Function

The Specialist, Compliance and Operations (Regulation) will work within the Regulation Team and will primarily be responsible for working on a caseload of appeals to ensure they are processed in an effective, compliant and timely manner. The role will require close working with colleagues and assessment associates to process a high volume of appeal cases across a range of qualifications (regulated and self-regulated).

Key Responsibilities

Ensuring compliance with regulatory requirements related to appeals.

• Work as part of the team to support the business teams’ understanding of the appeals process and ensure accurate information is provided to customers about the process.

• Process an allocated case load of appeals and ensure on time completion of cases. This will include marking/moderation appeals, special consideration appeals and malpractice appeals and review of administrative decision cases.

• Accurately log and track appeals as they progress through the process, ensuring full case files are maintained.

• Coordinate the development of responses to regulatory correspondence related to appeals, including EPRS cases, ensuring timely, complete and accurate responses are provided.

• Support on the timely development and submission of regulatory data returns, including preliminary checks on data accuracy.

• Co-ordinate regulatory and internal audit activities related to appeals and co-ordinate the completion of any actions/improvements identified.

• Support on the regular review and update of policy and process documents to ensure clarity and eliminate unnecessary burden.

• Support the appeals hearing process as required, including the support of independent panel members.

• Monitor volumes of appeals and log data accurately for reporting to the Team Manager.

• Use AI effectively to support and improve the accuracy and efficiency of work.

• Support on the training of temporary appeals case officers.

• Support on the quality assurance of temporary appeals cases officers' cases.

• Support on payment and invoicing processes, ensuring on-time payment of examiners and prompt billing of customers.

Person Specification

You are:

• An excellent communicator, both verbally and in writing. A high standard of written English is essential for this role.

• Able to work productively with individuals at all levels of authority, including examiners, assessment team colleagues and independent panel members.

• Able to work autonomously and make decisions relating to appeal cases in line with regulations.

• A supportive, approachable and pro-active team member.

• Prepared to be flexible in your work and able to balance a wide range of demands to meet deadlines.

• Excellent attention to detail.

• Excellent decision-making skills.

• Well-organised.

• Focused on solutions and working constructively with colleagues.

• Open to new ideas and able to challenge received opinion.

• Open to exploring the use of AI to aid efficiency.

Qualifications, knowledge and experience

Essential

• Educated to degree level, or equivalent experience.

• IT literate; competent in Word, Excel, Powerpoint.

• Experienced in a role requiring the processing of high-volume case load.

• Excellent English Language skills, particularly in writing.

• Experienced in undertaking basic quality assurance checks.

• Experienced in reviewing, understanding and summarising information from a variety of sources.

Desirable

• Experience of working in an appeals processing function.

• Knowledge of the education and qualification regulatory and policy landscape for both vocational and general qualifications.

• Knowledge of qualification regulations such as the Ofqual General Conditions of Recognition.

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