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Pearson is the world's leading learning company, with 40,000 employees in more than 80 countries helping people of all ages to make measurable progress in their lives. We have a simple mission: to help people make more of their lives through learning.

Pearson provides a range of education products and services to institutions, governments and direct to individual learners that help people everywhere aim higher and fulfil their true potential.

Pearson VUE is a business within Pearson PLC and is the global leader in computer-based testing for information technology, academic, government and professional testing programs around the world. Pearson VUE provides a full suite of services from test development to data management and delivers exams through the world’s most comprehensive and secure network of test centres in more than 175 countries.

Key Responsibilities

• Deliver the highest level of customer service to internal and external customers at all times.
• Undertake a variety of tasks associated with the high service delivery of our customers.
• Maintain all documentation and train others on key aspects of the role.
• Process all data in line with business standards and Data Protection.
• Contribute to the review, amendment and implementation of improved procedures, processes and standards that increase efficiency and effectiveness.
• To work as part of a team, under the direction of a Team Leader, to ensure we meet internal and external regulatory or statutory requirements and deliver high levels of customer service.
• Use SharePoint to understand and follow policies, procedures and work instructions.
• Ensure all Pearson VUE generic policies held on SharePoint are adhered to at all times. In addition to this be aware and adhere to specific Customer Service Centre guidelines.
• Cover other roles within the Customer Service Centre as and when needed.
• All employees have a responsibility to co-operate in promoting and maintaining a safe and healthy working environment, and to take reasonable care of their own health and safety at work and that of all other staff that may be affected by their acts or omissions.
• All employees are also responsible for supporting and implementing the company’s policies and procedures around the Health and Safety, Security, Quality and Business Continuity arrangements that apply in their role/work function.

Key Activities

• Provide responses to all contacts via written or verbal forms of communication.
• Input accurate customer information onto the relevant system.
• Contact other departments or utilise information as necessary to obtain and provide information as requested.
• Complete all requests received for non-standard accommodations.
• Evaluate and report on calls and e-mail and use the data and metrics to make recommendations and implement demonstrable improvements.
• Assist in the training of new employees when needed.

Essential Experience & Qualifications

• Previous customer service experience.
• Excellent communication skills, both over the telephone and written.
• The ability to learn and articulate detailed information.
• Attention to detail.
• Ability to work within a team to meet team goals and objectives

Working Arrangements

• 37.5 hours working hours per week.
• Working hours are Monday to Friday 8.00Am to 5.00Pm excluding bank holidays. Various shift patterns are required within these hours.
• 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 [email protected].

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: Assessment & Qualifications

Schedule: FULL\_TIME

Req ID: 10904