Pearson Jobs

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Pearson International Customer Services Specialist Advisor in Manchester, United Kingdom

*About Pearson  *

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 *

Our Customer Services team in Manchester is made up of 8 friendly, hardworking, and customer-focused colleagues. We are also part of 2 other International hubs in Singapore and India delivering our globally recognized qualifications. We also work alongside and support Schools and Colleagues in the UK. 

  • Location:  Salford Quays, Manchester with hybrid working, giving you flexibility to work from home and the office.

  • Starting Salary:  - £21,000, increasing to £23,000 incrementally at 12 and 18 months service. 

  • Shifts : 7.5 hour shifts between 8am – 5pm Monday to Friday (on a shift rotation that changes weekly), there is also a 7:00am – 3pm shift that a specialist will be expected to do on a rotation (approx 1 in 6 weeks). Where a Sunday is worked the Friday prior will be given as a rota day off. Full time 37.5 hours per week 

*Who are we looking for?  *

We’d like to hear from you if you have a background in Customer Service or the skills to demonstrate you can offer outstanding service to our customers. 

We’re looking for people who will thrive working as part of a team. You’ll be comfortable speaking with multiple departments and show the initiative and confidence to work independently when needed.  

You will be delivering outstanding service to meet our customers’ changing needs under pressure. The education sector is constantly evolving, and we need our team to be adaptable and dynamic to take on new information quickly. 

Our Customer Service Specialist Advisors are the first point of contact for our customers, answering queries by phone, email and live chat. 

You’ll be the expert who’s on hand to support them with any queries relating to the administration and delivery of Pearson qualifications. This could be when registering learners, right through to certification. 

We’re looking for problem-solvers that won’t be daunted when things go wrong, and with training will be comfortable resolving complex and urgent queries.  

This isn’t your average contact centre environment. We don’t have any call scripts or unrealistic targets; we just want our customer service team to offer outstanding support and be the voice of Pearson. 

Experience   

  • A background in Customer Service or the ability to display the skills required to deliver excellent customer service.  

  • Experience of working in a team  

  • Basic MS Word and Excel 

  • 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 skills 

  • Self-motivated  

Rewards & Benefits   

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.  

  • Private dental care, private medical insurance, digital GP service, eye tests. 

  • Season ticket loan, 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!  

Job: CUSTOMER SERVICE

Organization: Assessment & Qualifications

Schedule: FULL_TIME

Req ID: 9833

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