Social Media Monitor

Description:

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.
• 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