Learning is the most powerful force for change in the world. More than 20,000 Pearson employees deliver our products and services in nearly 200 countries, all working towards a common purpose – to help everyone achieve their potential through learning. We do that by providing high quality, digital content and learning experiences, as well as assessments and qualifications that help people build their skills and grow with the world around them. We are the world’s leading learning company. Learn more at pearsonplc.com.

The Team

The Customer Services team in Manchester comprises of approx. 130 staff. Our Customer Services Specialist Advisers are friendly, hardworking, and driven by a desire to provide excellent service to our customers.

Main purpose/objectives of the role:

Who we are looking for

The ideal candidate will have a background in Customer Service or the ability to display the required skills to assist in the delivery of an excellent customer service experience.

You should display the skills needed to work as part of a team, work with multiple departments and show the initiative and confidence to work alone when required.

You will deliver quality service and meet our customers’ needs under pressure. The education sector is changing all the time and we need our people to be adaptable and proactively learn about and look to implement these changes.

Each Customer Services Specialist Adviser primarily supports one of the following customer types of account:

• FE (Further Education) Colleges

• Schools

• Employers and Private Training Providers

• International centres

The Customer Services Specialist Adviser will either support Key Accounts (high value customers) or Standard Accounts.

In this role you will be the first line of contact by phone, email and live chat, assisting our customers in the administration of all Pearson qualifications. You will offer them support from the start of the academic year, making registrations and entries, through to certification of their students. You will do this by determining what the customer’s query is, using effective probing questions and problem-solving skills to give them accurate and efficient guidance. This will include working to resolve complex and sometimes urgent queries.

Dealing directly with the administration staff within centres, you will be responsible for communicating with your own customer accounts based within your centre range whilst remaining adaptable to support colleagues. There may be a requirement to support other customer accounts during peak/ busy periods, training will be provided on all systems, products and processes across our customer groups.

Additional activities / responsibilities

• Compile and deliver training online or at face-to-face events, depending on your customers' needs.

• Carrying out centre visits to meet your customers in person.

• Attend network events hosted by your stakeholders where you are asked to update our customers on our ever changing business. At these events you will meet representatives from other awarding bodies and share in best practice.

Qualifications

Experience

• A background in Customer Service or the ability to display the required skills to assist in the delivery of excellent customer service experience.

• Experience of working in a team

• Microsoft Office experience

• Excellent communication skills

• Experience of dealing with unhappy/unsatisfied customers

• Adaptable to sudden changes within the educational system, and being flexible to meet our customer and business needs throughout the academic year

• Problem solving

• Self-motivated individual with basic technology skills.

Additional information

Starting salary is £21,000.

There are two stepped salary increases which are earned by demonstrating the required skills, knowledge and behaviors. You will be eligible for the first stepped increase after 12 months in the role and the next stepped increase from 6 months later.

The working hours are 7.5 hours a day on a shift rotation that changes weekly between 8 am-5 pm and will be required to work additional hours during peak times, with advance notice from us.

You’ll also benefit from hybrid working once signed off, giving you the flexibility to work from home and the office. However, due to Covid-19, our team is currently working from home full time until further notice. For this role, you will need to have a quiet place to work where you can focus on customer queries without background disruption.

This isn’t your average contact centre environment. There are no call scripts or unrealistic targets, we just want our friendly hard working teams to be the voice of Pearson and help us achieve our main goal in becoming the centre of excellence in customer service for our global company.

We consider all departments across the business as internal customers and aim to work collaboratively as One Pearson. We offer a competitive salary, internal reward schemes, benefit programs and great career prospects.

Your Rewards & Benefits

We know you’ll do great work, so we give a lot back with some of the best benefits in the business. We know that one size doesn’t fit all, so our workplace programs meet the different needs of our diverse teams, and their families too. There is a range of options, but when you join our Pearson family these are some of the benefits that we offer that you can look forward to: -

25 Days annual leave, this increases by 1 day each year up to 30 days with the option to buy and sell up to 5 days per year on top of this. A fantastic Pension plan, where Pearson double what you contribute. Pearsons other benefits also include private dental care, private medical insurance, digital GP service, season ticket loan, eye tests, cycle to work scheme, volunteering days, employee wellbeing assistance discounted retail and leisure products and services from leading companies and much more.

At Pearson, we believe in the power of difference. Harnessing the unique skills, perspectives, and backgrounds of every employee helps us foster innovation and create the most effective solutions for learners around the world. That’s why we’re committed to ensuring that diversity and inclusion are embedded into everything we do. We foster a work environment that’s inclusive and diverse — and where our people can be themselves — so we can reflect the customers and learners we serve. You can learn more about our diverse and inclusive culture here:

https://pearson.jobs/pearson-life/#diversity

Pearson is delighted to be committed to the Race Charter, and to be confirmed by Stonewall in the Top 100 Employers LGBTQ+ employers in the UK. We are a Disability Confident committed employer and were recognised in the Best Employers for Diversity 2019 awards. We are featured on The Forbes list of Best D&I Employers and are a Working Mums Top Employer and Age Positive employer. Pearson is listed on both the London and New York Stock Exchanges (UK: PSON; NYSE: PSO). We are proud to offer an exceptional and supportive environment to develop your professional career!

Learning is the most powerful force for change in the world. More than 20,000 Pearson employees deliver our products and services in nearly 200 countries, all working towards a common purpose – to help everyone achieve their potential through learning. We do that by providing high quality, digital content and learning experiences, as well as assessments and qualifications that help people build their skills and grow with the world around them. We are the world’s leading learning company. Learn more at pearsonplc.com. Pearson believes that wherever learning flourishes, so do people. We are committed to being an anti-racist company in everything we do. We value the power of an inclusive culture and a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm, and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity, and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to a sustainable environment and workplace where talent can learn, grow, and thrive.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, please click here: 

http://www.pearson.com/careers/diversity-and-inclusion.html

Pearson is an equal opportunities employer. We do not discriminate against employees or job applicants and select the best person for each job based on relevant skills and experience.

We are also committed to building an accurate picture of the make-up of the workforce and encouraging equality and diversity.

The information you provide will stay confidential, and be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.