Overview

Pearson is a global education company that helps people around the world to make progress in their lives through learning. With a rich heritage that combines 150 years of experience in publishing with the latest learning technology and digital services, we help people to learn whatever, wherever and however they choose. We are now transforming Pearson to accelerate our activity in digital learning, education services and emerging markets. This will enable us to make a lasting impact in helping to solve some of the most important challenges in global education.

Higher Education is a market leader in producing digital learning materials for colleges and universities around the world. Our high-quality digital content provides enriching experiences for more than 11 million students every year which means our customers rightly expect the highest quality service to assist them on their learner journey.

Purpose of this Position

Our Customer Support teams are located across 7 international regional hubs and work closely with the world’s leading contact centre outsourcing (CCO) partners to provide first line customer service and technical support in over 10 different languages.

This role is critical in helping to shape and execute world class service for our most valued customers by working closely with our partners and key stakeholders across the business to cultivate a customer centric culture and enhance the overall customer experience.

Key Responsibilities Criteria

Stakeholder Relationship Management

Establish and collaborate with cross-functional teams, such as sales, marketing, product and operations, to ensure a seamless customer experience and alignment of customer service goals with overall business objectives.

Issue Resolution

Drive operational efficiencies to ensure seamless and effortless customer interactions whilst proactively identifying and addressing any issues or challenges faced by our most valued, strategic accounts.

Monitor and assess customer service performance metrics, such as response time, first contact resolution rate, and customer satisfaction scores, and implement corrective actions as needed.

Trends Analysis

Analyse customer feedback and data to identify trends, areas for improvement and opportunities to enhance the customer experience.

Act as an advocate for key stakeholders, ensuring their needs and feedback are heard and addressed, whilst gathering customer feedback to drive product/service enhancements.

Change Management

Implement effective change management strategies when upgrades and improvements to products, processes and policies occur, to maximise customer adoption and enable seamless implementation.

Supporting our first and second-line teams within our outsourced providers

Provide leadership and direction to our outsourced partners to help foster a motivating and collaborative work environment.

Provide annual forecasts to inform anticipated volumes and staffing requirements.

Work with outsourced partners to continuously review and improve the skills and knowledge of front line teams.

Service Improvements

Utilise tools to help identify and analysenegative sentiment, customer feedback and escalation data to determine customers who have experienced a service shortfall. Work with key stakeholders across the business to develop and implement the appropriate corrective and preventative action.

Self Service

Implement policies and procedures which drive an increase in self-service and call deflection. Lead on the production and publication of knowledge-based articles using generative AI solutions and other technologies.

Your Reward & Benefits

We know you’ll do great work, so we give a lot back with some of the best benefits in the business. We understand that one size doesn’t fit all, so our workplace programmes meet the different needs of our diverse teams and their families too. There are a range of options, too many to list here, but when you join our Pearson family you can look forward to:

A starting holiday of 25 days plus UK public holidays and you’ll earn 1 additional day’s holiday per year you work with us.

Generous pension scheme where we match and double what you contribute.

Maternity, paternity, and family care leave as well as flexible work policies.

Stock/share purchase options.

Healthcare and dental plans, and an employee wellbeing assistance programme for you and your family to help balance work, family, and personal life.

Cycle to work program, gym membership concessions in selected office locations, along with retail and leisure discounts.

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.

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: CUSTOMER SERVICE

Organization: Higher Education

Schedule: FULL_TIME

Workplace Type: Hybrid

Req ID: 14683

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