At AQA were committed to advancing education and were committed to our people. As the largest provider of academic qualifications in the UK we mark over 10 million exam papers each year and its our people who make this happen.

Job title: Past Results Administrator
Contract type: Fixed Term Contract (ASAP start 30 October 2026)

Location: AQA Manchester
Salary: 24000 to 26000
Working Arrangements: Hybrid (minimum 2 days per week in the office)

Looking for a role where accuracy care and great customer service really matter

As our past results Administrator youll play a vital role in helping people access the qualifications they need to move forward with their lives. Youll be part of a customer-focused team that makes a real difference by delivering accurate timely and trusted results services.

This role supports the delivery of AQAs customer-facing Past Results services ensuring learners centres and stakeholders receive the right information at the right time. Youll help protect the integrity of results data while ensuring requests are completed accurately compliantly and within Ofqual-regulated service level agreements. Your work directly supports individuals in progressing to their next steps in life whether that be in education employment or beyond.

Key responsibilities

In this role youll be responsible for:

• Delivering high-quality customer service by accurately processing Past Resultsrelated requests across multiple services including Past Results Verifications Personal Identity Services and Subject Access Requests
• Managing requests efficiently and compliantly meeting regulated service level agreements while maintaining excellent data accuracy
• Working collaboratively with internal teams such as Customer Services Print and Logistics GDPR and Exams Integrity to deliver consistent customer-focused outcomes

What we are looking for

Youll thrive in this role if you:

• Have experience working in an office environment
• Can complete administrative tasks accurately and efficiently
• Have strong attention to detail and confidence reviewing and checking documentation at pace
• Communicate clearly and professionally with customers and colleagues both written and verbal
• Are comfortable managing multiple priorities and adapting to changing business or regulatory requirements
• Have experience using Microsoft Office applications with confidence using systems such as Outlook Word and Excel and an openness to learning new systems such as CRM databases

Whats in it for you

This is an opportunity to do meaningful work while developing your skills as part of a supportive return youll benefit from:

• A role that directly supports learners and centres during critical stages of their journey
• Opportunities to contribute to continuous improvement and service efficiency
• A collaborative team culture that values professionalism flexibility and personal responsibility
• Hybrid working with clear expectations and support during peak periods
• Exposure to a wide customer delivery environment within AQA

Diversity and inclusion statement

At AQA we are committed to fostering a workplace that celebrates diversity and promotes equity and inclusion. We believe that a diverse team brings richer perspectives and drives better outcomes. Our ED&I strategy ensures that everyoneregardless of religion ethnicity gender identity or expression age disability sexual orientation or backgroundis valued respected and empowered to thrive. We actively promote inclusive language avoid stereotypes and strive for representation across all dimensions of diversity. We welcome applications from individuals of all backgrounds and lived experiences.

Application process

• To apply please submit your CV and a cover letter outlining your suitability for the role by 23.59 on Sunday 26 April.

• Interviews will take place in our Manchester office from Friday 01 to Thursday 07 May.

#MCRE

Recruitment Agencies

We have a preferred supplier list (PSL) in place.

Unsolicited CVs will be treated as a gift. We will not be subject to or liable under your terms and conditions for agency fees.

Full Job Description

Summary

Purpose:

The Past Results Administrator within Entries & Results is responsible for the delivery of accurate and timely administrative tasks that support all end to end processes relating to the customer facing services offered in relation to Past Results. This can include and is not limited to standard Past Results Service Verifications Service Personal Identity Service and Subject Access Requests.
This role is essential to delivering excellent customer service and maintaining the integrity of the customers request in providing their much needed Results data/replacement document. It is critical for this team to ensure all customers have their requests actioned in a timely and accurate manner and service request completed within Ofqual regulated Service level agreement; this is essential for ensuring students can progress with future pathways. Administrators work as part of a wider team that champions continuous improvement and delivers process efficiency while maintaining compliance with internal standards and external regulations.
As a team we engage positively with internal and external stakeholders demonstrating professionalism flexibility and the values that underpin the trust placed in AQA. The Entries and Results teams ensures that centres and customers receive a consistent and high-quality service experience at every interaction. Administrators are expected to manage their workload responsibly contribute to departmental goals and identify improvements to enhance operational performance while working to set targets in both performance and quality :
The Entries & Results department sits withinOperationsand COO and plays a critical role in managing qualification entries awarding outcomes and supporting customers throughout the results lifecycle. This can include interactions with students centres exam officers and internal areas such as Logistics Assessment IT Customer Services Marking Past results particular there is a close working relationship with Print and logistics GDPR workplace Customer Services and Exams Integrity.
The Administrator reports in to a Team Leader and works closely with colleagues across the broader AQA Operations landscape. This is a Manchester-based role with a minimum office working requirement of x2 days in the office each week which can increase during peak periods or as business needs require.
Activities:
Deliver exceptional customer service providing support via CRM email phone and in person.
Accurately resolve and process customer request of the service applied for efficiently and within service level agreements.
Ensure data accuracy and compliance across all entries and results processes.
Support the delivery of new and existing processes as needed including those impacted by regulatory or technological change.
Contribute to continuous improvement efforts to enhance service quality drive efficiencies and eliminate waste.
Use relevant systems (CRM Puzzel Office 365 databases trackers reporting tools) to manage workflow and ensure delivery targets are met.
Escalate risks issues or delays proactively and communicate with relevant teams.
Work cross-functionally with internal departments to deliver customer-focused outcomes.
Maintain compliance with AQA policies and legislative requirements including but not limited to HSE Equal Opportunities and ISMS.

To be successful in this role you will need to know:
How to exemplify AQAs values and behaviours to inspire others and deliver a positive internal and external customer experience.
How to complete administrative tasks accurately and efficiently in a regulated and deadline-driven environment.
Manage multiple tasks and priorities to deliver high-quality outcomes under pressure.
To have strong attention to detail and the ability to review and check documentation with accuracy and speed.
How to communicate clearly and professionally with customers and colleagues in person over the phone and in writing.
How to support change in response to evolving business or regulatory needs.
Demonstrate flexibility to adapt across multiple business areas.
Experience with Microsoft Office programs especially Word Excel Outlook and Dynamics CRM; familiarity with database systems is beneficial.