Pearson B2 - Account Services Specialist in Manchester, United Kingdom

B2 - Account Services Specialist

Description

We have a great opportunity to join us as an Account Specialist in our Customer Service team based in Salford Quays.

Responsibilities

  • You will be responsible for providing excellent customer service to a specified range of Customers from Schools in the UK via phone, e-mail, face to face and Webex.

  • You will be the single point of contact for their customers and will build relationships with those customers to ensure they are fully supported within their roles. Usually, these customers will hold the position of Examinations Officer within their institution

  • Part of the role will include supporting your team with their calls and email from customers as well as other departments during the business critical times of the year.

External customer experience.

  • The Account Specialist will be expected to hold and/or rapidly develop a detailed understanding of the technical aspects of the customer experience. This includes in-depth, detailed understanding of our products, systems and websites. The Account Specialist will be able to converse with confidence and authority across all aspects of the customer experience.

  • Customer contact is received by email, post and telephone and the Account Specialist will be accountable for the proactive management of the customer relationship, to minimise the volume of unnecessary inbound contact and to support the customer in becoming increasingly self-sufficient

  • The Account Specialist will be responsible for the strength of the relationship with the customer and for personalising the service offered to each individual customer. This will require an in-depth knowledge and understanding of the customer need. Working as a member of a team, the Account Specialist will be required to support other members of the team with their customer accounts where workloads dictate

Internal business engagement.

  • You will be accountable for ensuring that working relationships are invested in and continuously reviewed and developed. It is essential that the attitudes and behaviours exhibited by all members of the Customer Services division are in keeping with the Pearson values (brave; imaginative; decent; accountable) and with those most conducive to a productive, service-based environment.

  • The Account Specialist will actively seek opportunities to foster productive relationships by displaying such behaviours in their dealings with co-dependent stakeholders.

Key Challenges

The key challenges are closely aligned to the two key areas of accountability.

Improving customer perceptions during a time of unprecedented change.

  • Our customers need a greater level of support than ever before. A detailed technical understanding of the role of the Examinations Officer has become more important given the on-going changes to education policy, regulation of qualifications and assessment and new qualifications being released. The Account Specialist will therefore need to establish effective methods of maintaining and updating their technical and product-related skill-sets.

Increasing the level of business engagement within the parameters of budgetary constraint.

  • The majority of the Customer Services division sits in the Manchester office and the Operational side of the business is based in London. The division faces a challenge in ensuring that co-dependent teams retain a sense of responsibility for the overall external customer experience.

Part of the role may include travelling to Network events up and down the country to deliver updates and support the customer. This may involve an overnight stay and travelling outside your normal working hours.

You will also be required to provide face to face training for groups of exams officers on our internal systems, deadlines and Qualifications.

Qualifications

Experience/Skills/Qualifications

Essential

  • Excellent written and verbal communications.

  • Standard MS Office-based packages

  • Relevant experience within a service-based environment

Desirable

  • Educated to GCE A level or equivalent

  • Business-related professional qualification

  • Service-related professional qualification

  • Experience of service roles within the qualifications, assessment and/or publishing industries

  • Experience of Delivering training

  • Understanding of the particular needs of Examinations Officers

  • ERP

  • Extranet services

  • CRM

  • Knowledge bases

  • Understanding of social media and its implications for business

We are continually looking for this type of profile and welcome you to apply online and/or get in touch to find out more. For a confidential conversation please get in touch with gemma.miller@pearson.com

This role is paying a starting salary of £19k.

Working Pattern – 37.5 hours per week

This role will close on the 8th December 2016

At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. 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.

Primary Location: GB-GB-Manchester

Work Locations: GB-Manchester-The Lighthouse The Lighthouse Centre A&B Wing, Salford Quays Manchester M50 3BF

Job: Customer Service

Organization: Core

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Nov 17, 2016