This is a 3-month fixed-term role as part of a special project. Employment beyond this period is not guaranteed and will be subject to business needs and project requirements.

Position Summary 

The Social Media Monitor (FTC) is an entry-level role responsible for monitoring, reporting and actioning social media concerns identified in relation to Pearson’s GQ and VTQ qualifications during the summer series of examinations.  

Each summer series a large volume of social media concerns arise. These typically relate to the sale of fake question papers and past papers. The UK Investigations team needs to move quickly to ensure that all social media concerns are promptly addressed so that any valid concerns can be escalated and invalid concerns are reported appropriately. This will involve proactive discovery and monitoring of social media channels and groups, outside of core UK working hours, and communication with internal and external stakeholders.  

Key Role-Specific Deliverables 

Proactively identify social media channels, groups and posts of concern, in both English and Mandarin. 

Action social media concerns in a timely manner, ensuring required actions are taken and are appropriately recorded 

Communicating with internal and external stakeholders in relation to social media concerns   

Support with case logging and administrative functions linked to investigations 

Support the Investigations Manager (Breaches of Security) and Head of Investigations with a range of tasks and objectives as required to uphold question paper security  

Assist the Senior Investigators and Head of Investigations in the resolution of social media concerns and reporting of data.  

Assist other teams in the Business Improvement and Regulation (BIR) division as and when necessary.  

Key People Services Deliverables 

Keep the customer at the heart of all we do  Improve process and service efficiency and effectiveness  Maintain highest level of quality and standards  Proactively contribute to a high performing services team   Drive and improve personal performance 

Key Customers & Stakeholders 

Senior Investigators and other Investigators in the Investigations Team   Investigations Manager (Breaches of Security) (line manager)  Head of Investigations   Director of BIR   Other teams and staff within BIR, Vocational Quality Assurance (VQA), Assessment and Centre Management teams  Heads of Centre and centre staff   Regulators (Ofqual, SQA and Qualifications Wales) and other external stakeholders 

Working Pattern  

37.5 hour core working week  Non-UK working hours   During peak times of activity there are restrictions on leave, especially May to August each year   Some weekend work may be required 

Key challenges 

Working to tight, and immoveable, deadlines  Working within a regulated framework  Attention to detail and careful analysis despite busy work load  Attention to detail even with repetitive tasks   Flexibility of working patterns during peak periods  Reacting positively to change  Adapting to the challenges created by the introduction of new qualifications or working methods  Adapting to different IT systems  Supporting various stakeholders from different teams  Influencing and working closely with the Investigations Team and internal stakeholders.  Simultaneously managing multiple high priority tasks

Previous Work Experience 

Desirable: 

Working in an investigative role   Working in the education sector   Working in a regulated environment   Previous experience of writing reports   Experience of researching and reviewing data and information to draw conclusions  

Essential:  

Attention to detail   Organising own workload to manage multiple high priority tasks   Working to tight deadlines   Experience of liaising verbally and in writing with a range of external customers and stakeholders regarding complex or sensitive issues 

 

Systems, Tools & IT Literacy 

Desirable: 

Familiarity with more complex functions of MS Excel/Google sheets to manipulate data  

Essential: 

Proficient in the use of the Microsoft Office suite  Able to quickly learn company software packages  Familiarity with, or the ability to quickly adapt to the use of common social media apps/platforms, e.g Telegram, Whatsapp, X (formerly Twitter), Facebook etc. 

Education, Qualifications & Training 

Desirable: 

Bachelor degree   Native/HSK level 6 and above Mandarin language skills (Manila) 

Business Unit Information: 

The Investigation team sits within the Business Improvement & Regulation (BIR) division and is charged with investigating and resolving all reported and suspected cases of candidate, teacher and centre malpractice, maladministration, breaches of security and non-compliance relating to Pearson qualifications worldwide. 

Place of work

Pearson Manila Office 

Your rewards & benefits

Competitive salary and allowances 30 paid time off days (convert up to 10 unused to cash HMO for employee + 2 dependents Group life insurance and retirement benefit Annual Incentive Plan (AIP) and Annual Salary Review (ASR) Flexible remote work setup