Reporting to a team leader, the purpose of this role is to complete and quality check customer applications for replacement certificates and other queries around historical results and records and subject access requests. This position requires a high level of precision and accuracy. The post holder will also provide second line support to our customer service teams.

Key Accountabilities:

• Ensure a high standard of customer service at all times

• Delivering high quality and accurate work, with meticulous attention to detail

• Liaise with customer and customer service teams by phone, Microsoft Teams and email

• Develop and maintain a professional working relationship with internal and external customers

• During peak processing periods lead a team of temporary staff in line with Pearson’s policies, procedures and values

• Deliver processes to meet service level agreements

• Effectively escalate and issues to the team leader

• Complete quality checks of work produced

• Participate in regular team communication to review progress

• Carry out other duties as directed by management. This may include working from other local facilities and supporting other teams across the business

Process Specific:

• Accurate and efficient Identification checks for applications

• Resolve queries received from customer and first line customer service teams

• Support the accurate, complete and timely delivery of replacement certificates to customers

• Co-ordinate the production of provisional results confirmation for customers when required

• Provide second line support to the customer service teams on a range of queries including system related queries

Individual Core Competencies:

• Provide a customer focused service

• Communicate with influence

• Work with others to achieve goals

• Deliver goals in a changing environment

• Take a creative and innovative approach to work

• Maximise potential in self and others

Additional Competencies:

• Inspire and foster team commitment, spirit, pride and trust

• Facilitate co-operation and motivate team members to accomplish group goals

• Make effective and timely decisions

• Perceive the impact and implications of decisions

• Identify and analyse problems

• Make recommendations for alternative solutions

Education

Essential

• Educated to GCSE level minimum of English and Mathematics or equivalent

• Good PC and Office suite skills, including intermediate skills in MS Excel

Desirable

• Previous experience working with Oracle systems (IQS) and AS400/iseries

Previous Experience

Essential

• Demonstrate ability to multi-task and involvement in delivery of multiple activities

• Experience in managing own time

Desirable

• Previous experience and knowledge of working within and Awarding Body

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 TalentExperienceGlobalTeam@grp.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: PRODUCTION/OPERATIONS

Organization: Assessment & Qualifications

Schedule: FULL_TIME

Workplace Type: Remote

Req ID: 17761