Associate, Professional Services

Advanced Associate, Professional Services

Onsite | Hellaby, Rotherham

Permanent

Description - Lead the day-to-day processing of candidate malpractice cases, combining careful investigation, sound judgement and accurate communication within a regulated qualifications environment.

Also known in the market as: Process Leader; Investigations Leader; Casework Leader; Operations Process Lead.

About the Role

Pearson is looking for an Advanced Associate, Professional Services to join the Candidate Malpractice team within Qualification Processing. The team investigates reports from centres and examiners, resolves candidate cases and ensures outcomes are handled consistently, accurately and in line with regulatory guidance.

This is a hands-on process leadership role. You will investigate cases, determine appropriate outcomes, produce formal correspondence, monitor management information and help allocate work across permanent and temporary colleagues. You will lead through confidence, judgement and organisation rather than formal direct reports.

The work is deadline-driven and detail-critical. You will balance several priorities, communicate on sensitive issues and help improve processes while maintaining a high standard of accuracy.

What you'll do

• Process candidate malpractice and late-arrival cases from initial review through outcome.

• Research evidence, investigate appropriately and apply penalties in line with JCQ guidance.

• Create accurate outcome letters and communicate with centres, examiners, students and internal teams.

• Capture, build and monitor management information, escalating key issues when required.

• Prioritise your own workload and coordinate work across the team.

• Support, train and guide permanent and temporary colleagues during peak periods.

• Review working instructions, contribute to process improvements and support audit activity.

• Maintain accuracy and sound judgement while working to tight, immovable deadlines.

What we're looking for

• Experience leading a process, workstream or team activity.

• Experience researching and reviewing information to reach clear, evidence-based conclusions.

• Excellent attention to detail and a methodical approach to complex casework.

• Confidence communicating verbally and in writing on complex or sensitive matters.

• Ability to influence, guide others and maintain delivery during demanding periods.

• Strong prioritisation, with the ability to manage several high-priority tasks at once.

• Proficiency in Microsoft Office and confidence learning multiple IT systems.

• Experience following set processes and work instructions in a regulated or controlled environment.

• A Level or equivalent, plus GCSE English and Mathematics at grade C/4 or above, or equivalent.

• Investigations, education-sector, report-writing, data-review or team-lead experience is helpful but not essential.

Location & Working Pattern

This is a fully on-site role, five days per week. Working hours start between 8:00 and 9:00 and finish between 16:00 and 17:00. Overtime may be required during the summer series, approximately May to August. Exact site location: Pearson, Lowton House, Lowton Way, Hellaby, Rotherham, S66 8SS

Why Join Pearson?

You will take meaningful ownership in a team that protects the integrity of qualifications and supports fair outcomes for learners. The role offers broad exposure to investigations, regulated decision-making, operational leadership, process improvement and stakeholder communication.

Who we are:

At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com.

Job: Customer Success

Job Family: GOTOMARKET

Organization: Assessment & Qualifications

Schedule: FULLTIME

Workplace Type: On-site

Req ID: 26140