Background Information:

The Customer Services team (WBL & Private Colleges) comprises of 16 members of staff across 2 teams based in Salford Quays. Our vision is that outstanding customer service becomes a source of sustainable competitive advantage for our business and the reason customers value what we do.

Purpose:

The Work Based Learning (WBL) Customer service team are a part of the wider Integrated Contact Centre (ICC) and provide support to training providers and employers across the UK. Our conversations with customers help to shape the products and services that we provide, and our unique perspective is integral when working with other teams across the business.

Working in the customer services team allows for collaborative engagement with a wide range of internal and external stakeholders and is a fantastic opportunity for someone to get a greater understanding of a large education organisation. We pride ourselves on our problem-solving skills and customer focused attitude; fantastic career attributes that can be developed by joining the Pearson Customer Services team.

Key Accountabilities:

Specific responsibilities include:

• Accountable for the successful delivery of individual performance goals based on divisional priorities

• Managing own performance and adherence, to ensure adequate team coverage to meet service level agreements relating to phone calls and emails.

• Understanding and following business processes in a fast paced, and ever-changing industry.

• Participating within an inclusive team environment where every individual is encouraged to contribute to the success of the group.

• Supporting new customers when onboarding to Pearson, providing these accounts with a first class, reliable, and professional service.

• Providing account management support for WBL Training providers, Employers and Key Accounts on the phone and email.

• Develop a comprehensive knowledge of the Work Based learning sector and the associated qualifications that Pearson provide.

• Support with the administration of back-office functions including Customer Accreditation and finance receivables.

• Liaise with stakeholders to find customer focused resolutions to complex queries.

• Contribute to business improvement projects and look for opportunities to develop new processes.

Key Challenges:

A key challenge for the position holder will be their ability to operate within a highly commercial environment, quickly responding to customer needs whilst often relying on other areas of the business for solutions.

Key to this role will be the individual’s ability to balance the requirements and expectations of the customer whilst communicating these needs effectively to the rest of the business to produce the required results, often within an extremely short timeframe.

The position holder will also be required to demonstrate a strong depth of knowledge of Pearson products, services and technical content for which full training will be provided

The ability to communicate effectively with a variety of stakeholders will be beneficial. The individual will need to be able to adopt different communication styles and strategies to achieve results, drive forward internal and external relationships and always represent the Pearson Customer Service team appropriately. The ability to be empathetic to the needs of WBL customers and sales staff alike will be crucial to the success of this role.

Core Competencies:

• 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

Additional Competencies

Desirable:

• Commercially focused

• Self-motivated and pro-active

• Ability to remain calm under pressure

• A multi-tasker

• Ability to work independently as well as within in a team

Education, Qualifications & Training

Desirable:

• Business-related professional qualification

• Service-related professional qualification

Essential:

• Experience in a customer service environment

Previous Experience

Desirable:

• Face to face or contact centre/administration experience

• Educational customer service background

IT Literacy

Essential:

• Intermediate use of office packages

Desirable:

• CRM literate

Behaviours

Essential:

• Drive learner outcomes

• Be clear, honest and supportive

• Be responsible and accountable.

Goals

• We ask why. We challenge the status quo by challenging ourselves.

• We ask what if. We spark curiosity to innovate new possibilities for everyone.

• We earn trust. We build credibility by acting with integrity every day.

• We deliver quality. We hold our customers and consumers in the highest regard, and our work to the highest standards.

• We make our mark. We execute with speed and agility to leave a lasting impact on everyone we serve.

Position Title: Customer Services Specialist (Work Based Learning)

Business Unit: PQS Customer Service-BTEC

Salary: Starting salary at £21,000

Place of work: Salford Quays with hybrid working

What to expect from Pearson

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.

We value the power of an inclusive culture and also 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 building a workplace where talent can learn, grow and thrive.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing ppsmhr@pearson.com.

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

Job: CUSTOMER SERVICE

Organization: Workforce Skills

Schedule: FULL_TIME

Req ID: 10911