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Pearson Customer Service Specialist in London, United Kingdom

About The Role

Teaching Services is a dedicated team within the Pearson Customer Services division. The department is split up into teams specializing in subject-specific areas, servicing the needs of our primary customer base (teachers). This post will be part of the Teaching Services team within Pearson. This will be a hybrid work setup.

Our vision is that our reputation for delivering outstanding customer service becomes a source of sustainable competitive advantage for our business—the reason customers come to us and the reason they stay with us. The evidence shows that our people are the most important part of our service proposition, and it's the "feelings" that our customers have when they interact with us on a personal level that matter most. We believe that the best way to develop these personal relationships is to have empathy with our customers. We want to understand the way they work and the challenges they face every day.

Our approach varies between customer groups because each one needs a different kind of support .

  • Exams Officers

  • Teachers

  • Work-Based Learning customers (employers and training providers)

  • Learners

The Teaching Services team will deliver first-class customer service, providing a dedicated and personalised service to our teachers and head of departments. The subject specialists now take all teaching calls, emails, and "webchat" queries directly into the team.

The post holder will take subject calls and will work closely with the subject advisors in order to gain the skills needed within their role.

They will work closely with the Assessment teams, Subject Advisors/Experts, and the wider team in order to gain the skills needed within their role.

Purpose

To create a comprehensive and coherent first-class support offering to our teachers and heads of departments, ensuring that the service we provide is consistent across our portfolio of centres and subjects.

The Subject Specialist will be assigned a set of subject-specific qualifications and will be expected to advance their knowledge in their chosen subject areas with the assistance of the Subject Advisor and their line manager.It is expected that the specialist subject knowledge will develop from initially taking and resolving subject administrative queries to providing a more in-depth understanding of the subject content to customers over time, significantly reducing the overall 2nd line support query volumes being directed to the Subject Advisors and Experts. The Subject Specialist will need to ensure that teachers are confident they are getting a personal, knowledgeable, and responsive service.

Key Accountabilities

  1. To capture and categorise all inbound queries for the given subject into the business, resolving any administrative inquiries whilst handing off more complex, teaching-specific enquiries to the Subject Advisors and/or Ask the Expert Chiefs or Chairs.

  2. To identify those which are administrative queries and ensure our teaching community is provided with the appropriate tools and resources to get started.

  3. To understand, resolve, capture, and categorise the query and populate the CRM database, ensuring it provides us with the right level of information in order to make changes and to feed into any given project or team.

  4. Identifying centers that require subject specialist advice or consultancy services and forwarding these to the subject advisor(s).

  5. To develop a comprehensive knowledge of the Pearson products, services, and support materials available. constantly developing a sophisticated understanding of the teaching customer and the key issues that arise in any given area

  6. Recognize and then flag potential opportunities for follow-up from our Sales team, and then pass them on to Sales.

  7. Where required, support the Subject Advisor or virtual team by carrying out any research, actively getting involved with any social networking, and also making visits to centres or attending any marketing campaigns meetings

  8. Engage with the team in obtaining positive first call resolution, agent performance, and net promoter scores.

  9. Respond to teacher queries through the Customer Relationship Management system (CRM) and subject-specific teaching inboxes.

  10. Support customers by responding to queries received through the web-chat portal.

  11. Support customers by responding to Ask the Expert queries and inbound emails that are received in the subject-specific inboxes.

  12. Engage with the wider customer service division on projects to improve the service we provide to our customers.

  13. The postholder may need to make outbound calls and gather information to help populate various internal databases, including campaigns, or to flag up any urgent issues or updates to our centres. Their knowledge of the customer group may put them at an advantage with any urgent business requirements that surround the subjects that the post holder manages to come across.

Working Pattern

The role involves working closely with the subject advisors in order to provide opportunities to cover them in the event of absence, as well as learning in greater depth how to resolve more complex and bespoke teaching queries. There may be some travel across the country in order to meet with our customers from time to time.

Key Challenges

  • The postholder will need to actively seek out the information and form a virtual team from across the company so that they can get a quick response back to the customer.

  • The postholder may need to understand all qualifications as they could be managing a number of subjects. They would need to understand multiple systems.

  • Since this is a first-line support role, the postholder will need to take a high volume of inbound calls and be aware of the impact on the customer of being away from the desk.

  • There are multiple communication channels to be monitored daily, and these need to be cleared and service levels adhered to in order to provide teachers with the level of support they would expect from us.

  • The post holder will be expected to provide adequate support and coverage for subjects that they are not managing in order to improve the customer experience.

  • This team/post holder will need to leave teachers confident they are getting a personal, authoritative, and responsive service.

Competencies

Edexcel Core Competencies:

  • Individual/Management of Others/Management of the Business

  • Providing a customer-focused service

  • Communicating with influence

  • Working with others to achieve goals

  • Delivering goals in a changing environment

  • Taking a creative and innovative approach to work

  • Maximizing one's own and others' potential

Other Requirements

Desirable:

  • Previous Experience with Project Management

  • Examination Board experience across operational or customer service-focused teams

  • Working in education, preferably with teachers

  • IT Literacy

  • Ability to work on internal IT systems-iSERIES/IQS

Essential:

  • GCEA-certified educationLevel or equivalent

  • Experience working in a service-based environment (Training, Call Center, or 1st or 2nd line support role/customer-facing) is preferred.

  • Good IT skills: Word, Excel, Email (outlook)

  • Social Media Awareness

  • CRM experience

  • Excellent communication skills-verbally and written

  • works with a good degree of autonomy.

Personal Style and Behaviour

excellent teamwork that has the ability to find solutions to problems and flag issues at the appropriate level. A hard worker who will improve the service offering for our customers by continuously requesting feedback and talking to them about their service needs.

In customer service, we always seek to demonstrate the Pearson values:

  • brave. We look to challenge accepted practice wherever we or our customers identify a better way of doing things. We champion our customers and our learners by putting them at the heart of every decision.

  • Imaginative We are committed to innovation and to developing new products and services that help people make the most of their lives. We recognize that the best ideas often come from our customers, so we consult them before making decisions.

  • Decent. We manage our business with integrity, honesty, clarity, and trust. If our service falls short of our published standards, we will apologise, and we will work with our customers to put it right.

  • Accountable-Drives results by owning the solution, getting the right people involved, and delivering on promises.

Starting Salary

  • 23,500 - 27,000 GBP

If we sound like a good match for you, or maybe for a friend, we’d love to receive an application.

Job: CUSTOMER SERVICE

Organization: Assessment & Qualifications

Schedule: FULL_TIME

Req ID: 8002

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