Service Delivery Management

• Deliver high-quality invigilation for smaller exam sessions, maintaining consistent standards across all exams (typically supervising two students per invigilator).
• Act as Team Leader during larger exam sessions, providing real-time guidance, oversight, and issue management for a small team of invigilators.
• Escalate unresolved issues to the Pearson Remote Invigilation Service team in line with established procedures.
• Maintain accurate and timely documentation of incidents, irregularities, and technical issues.
• Support exam delivery across multiple global time zones, including sessions outside standard UK working hours.

• Contribute to the design and continuous improvement of training materials for Invigilators, Team Leaders, and Senior Team Leaders.
• Support the delivery of training sessions and workshops to build capability, confidence, and consistency across the workforce.
• Participate in ongoing standardisation activities to ensure quality, compliance, and consistent practice.
• Develop and maintain an invigilator-focused lessons learned log, capturing insights after each exam series to drive continuous improvement.
• Share best practice and subject-matter expertise to support the development of the wider team.
• Contribute to process improvements that enhance efficiency, quality, and the overall invigilator experience.

• Conduct invigilator quality assurance checks during and after exam sessions to ensure adherence to procedures and standards.
• Complete post-exam student session QA and escalate malpractice concerns to the Malpractice team where required.
• Identify trends, risks, and improvement opportunities through QA activity and contribute to corrective actions.

• Provide flexible operational and administrative support to other Assessment teams when not supporting live exam delivery.
• Contribute to cross-functional projects and initiatives, sharing insights from the Remote Invigilation Service to support wider assessment improvements.

• Previous experience in invigilation, online proctoring, customer support, or operational/supervisory roles.
• Exceptional attention to detail and a strong commitment to following defined procedures.
• Confident and professional communicator, both written and verbal.
• Calm, impartial, and resilient when managing challenges in live exam environments.
• Strong digital capability, including video conferencing tools, chat platforms, and online systems.
• Reliable remote working setup with stable internet connectivity.
• Flexible, motivated, and committed to delivering high-quality outcomes.
• Proven reliability, punctuality, and strong attendance record.
• Adaptable and open to change, with a willingness to learn new processes and systems.
• Persistent and target-driven, with a focus on delivering results.
• Alignment with Pearson's core values.
• Commitment to equality, diversity, and inclusion, with the ability to support students from diverse backgrounds and abilities.
• Openness to ongoing training and professional development.

• Flexible shift patterns aligned to global exam schedules.
• Peak exam periods (particularly May and June) may require early mornings, evenings, weekends, and restricted leave.
• Overtime opportunities may be available depending on operational demand.

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