We are the world’s learning company with more than 20,000 employees where we serve people in the community (nearly 200 countries). We combine world-class educational content and assessment, powered by services and technology, to enable more effective teaching and personalised learning at scale. We believe that wherever learning flourishes so do people. At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From shaping lessons of the future, to taking assessment of learning online, we are always re-examining the way people teach, tutor and learn best. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology—and each other to surpass these boundaries—we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small. 

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.

Pearson is regularly featured on the Forbes list of Best Employers and we are recognised in the Best Employers for Diversity 2019 awards. Pearson is listed on both the London and New York stock exchanges (UK: PSON; NYSE: PSO)

Business Area Overview

At Pearson, we take learning personally. Our courses and resources are available in print, online and through multi-lingual packages, helping people learn whatever, wherever and however they choose. Pearson is the world’s leading learning company. Our education imprints combine 150 years of experience with online support for every learner. We provide education and assessment services in over 75 countries. Products such as MyLabs are changing education practice worldwide. Every day our work helps learning flourish, and wherever learning flourishes, so do people.

About the role

This role is a permanent contract.

1. To service all inbound teaching queries via email, telephone, online communities, social media and live chat from the key customer segment of teachers and, in so doing, retain and grow our market share

2. To capture the knowledge gained from the breadth and depth of enquires to help inform the business internally about the requirements of the customer and the performance of Pearson UK products and services

3. To provide a best-in-class outbound information service to current customers to assist in reducing churn/switching and improving product performance

4. To build close, rich relationships with our customers and a reputation for superior customer service to reinforce switching costs.

5. To act as the public face and a focus of expertise for their own subject both to customers and within the business.

Key Responsibilities

The Subject Advisor has accountability for both external and internal customer service delivery for a designated subject(s) or sector(s).

The subject advisor will:

• Be the ‘face’ of the subject and the first point of contact for teachers via email, telephone, live chat and social media

• Establish and manage subject communities

• Provide live online subject-specific support sessions for teachers

• Manage, review and fully utilise the first line queries into the business in order to find customer solutions or pro-actively feed back across the teaching community

• Manage the Ask the Expert team for their subject to ensure a responsive service

• Seek contact with customers in centres and at events (such as launch and training events, local network events, conferences and examiner meetings)

• Lead virtual subject teams within Pearson and build relationships with key internal and external stakeholders

• Edit and author a subject area on the Edexcel website and author monthly email updates

• Lead on and review all (subject specific) Social Media content including the use of facebook and Twitter

• Respond to teacher queries received on Live Chat

• Respond to teacher telephone calls and manage cases created in OneCRM

• Update and advise the wider customer services team, business managers and regional staff on developments in the subject area

• Contribute to root-cause analysis of important issues around customer enquiries

• Analyse trends in customer contacts, recommending and implementing pro-active solutions for providing information to customers such as the use of short videos and ‘shift-left’ approaches

• Keep abreast of developments in education generally and in their subject area specifically

• Engage in continual professional development to ensure their subject knowledge is up-to-date

Qualifications

Experience, Skills and Qualifications

The role of the Subject Advisor for Religious Studies requires a good understanding of the education system and the role of the teacher/tutor/assessor within secondary schools, FE and training centres. In addition, the role requires a working knowledge of the subject area, as well as an understanding that changes within the sector such as to the curriculum and legislation mean that centres require frequent updates. With that in mind, you are likely to have experience of using social media to network and share information with teachers in your field. It is expected that you will have appropriate teaching/subject specific qualifications and have Religious Studies teaching experience having worked in education and/or within an educational role. Most of the qualifications we offer are GCSE and A-Level however we also offer international qualifications. Having training, teaching and work experience in this area is therefore most important. We welcome applications from education professionals who have experience of adapting face to face to online and blended delivery.

Application details: To apply to the role, please submit an updated CV and cover letter. We will be reviewing applications and scheduling interviews regularly, so we encourage applications to be submitted as soon as possible.

Role location: This is currently a remote working position until Summer 2021. Thereafter, the individual assigned will work partially in a UK Pearson London office location and partially at home according to the needs of the role.

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.