Job Description

Contract:

Permanent, full time

Location:

London (hybrid-working)

Closing Date:

16 July 2025

About the role

The Post Results Services Administrator (PRSA) is an integral part of the Post Results and Customer Services team. You will report to the Head of Post Results and manage customer queries, complaints, and requests for exam reviews received from our global customer base. Working as part of a team, you will be responsible for ensuring that all issues are resolved fairly, consistently, and professionally, in line with Trinity's policies and procedures. You will also provide excellent communication skills to liaise effectively with internal and external stakeholders, ensuring accurate data collection, analysis, and delivery of a high-quality customer experience.



Manage dedicated Post Results email accounts to log and process complaints and results review requests. Ensure all customer interactions are completed within our published service level agreements (SLAs). Log and process requests for further investigation. Work with relevant contacts within Trinity to handle complaints, results reviews, re-marks, referrals and related tasks. Communicate outcomes and decisions to customer. Ensure accurate record-keeping and reporting for internal and external purposes. Support Head of Post Results in analysing data related to complaints, investigations, appeals and referrals. Liaise with colleagues (for example, the Panels Management Team) regarding outcome of investigation and feedback.

About You

Exceptional customer service ethos and commitment to delivering customer excellence. Proven time management / organisational skills and the ability to multi-task Excellent interpersonal and communication skills. High proficiency in Microsoft Office applications and strong keyboard skills. The ability to work independently with minimal supervision. Strong influencing skills.

Our benefits

Trinity provides a work environment that is stimulating, inspiring and fair. Our approach to reward values our employees while ensuring each person's contribution makes us great as an organisation.



As an employee, you'll enjoy a range of benefits including generous annual leave, private health insurance, pension scheme, regular social events, employee assistance programme, cycle to work scheme, season ticket loan, free access to Trinity examinations and continuous training and development, plus more.

Our commitment

Trinity is open to all applicants from different backgrounds and we are committed to building a more diverse and inclusive workplace. All applications are dealt with in the strictest of confidence.



We actively encourages applications from candidates of all abilities. As a Disability Confident employer, we are dedicated to creating a workplace that is accessible, supportive, and welcoming for individuals with different abilities. We will make sure you can be interviewed fairly if you have a disability, long term health condition, or are neuro-diverse.



Trinity promotes and welcome applications from a wide range of candidates, including those with criminal records. In line with the requirements of the Rehabilitation of Offenders Act (1974), we select all candidates for interview based on their competencies, qualifications and knowledge.



To learn more about our DEI commitment as an equal opportunities employer, please visit our Equality, diversity and inclusion page.

How to Apply

To apply, please follow the Apply for This Job link on this page and you will be directed to the Trinity College London application page. We reserve the right to close the advert earlier if we receive a high volume of interest so please do not delay if interested.

Trinity College London does not hold a job visa sponsorship licence and so is not in a position to sponsor visas in the UK.

All posts are subject to a safer recruitment process, including the disclosure of criminal records and vetting checks. Upon successful appointment into the role, you will be required to complete our vetting procedures as with all Trinity College London employees. This is carried out by a 3rd party supplier and our standard background checks consist of Right to Work in the UK, Identity Check, Employment History check, Financial Probity Check, Highest Academic Qualifications Check and a basic DBS check.



Trinity College London will collect and use your personal information for our recruitment process in accordance with our Recruitment Privacy Notice. Trinity College London will hold candidate data on file for no more than six months from application submission. If you want your information to be removed earlier, please contact us directly. If we want to hold your information beyond the six months, we will contact you to get your consent.



Our data protection policy can be viewed in full here.