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The Team

Our Customer Services team in Manchester is made up of 80 friendly, hardworking, and customer-focused colleagues. We support Schools and Colleagues in the UK and internationally to deliver our globally recognized qualifications.

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 required skills 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

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.

Your 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.

Benefits:

• Additional leave
• Company pension
• Cycle to work scheme
• Employee discount
• Private dental insurance
• Private medical insurance
• Referral programme
• Sick pay
• Store discount
• Wellness programme

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Bonus scheme

COVID-19 considerations:

We have introduced Hybrid working and we are currently working in the office in Salford Quays 2 days per week and working from home if you are able to 3 days per week after training, with the option to work from the office 5 days per week if required.

Ability to commute/relocate:

• Manchester, M50 3BF: reliably commute or plan to relocate before starting work (required)

Education:

• GCSE or equivalent (preferred)

Experience:

• Customer service: 1 year (preferred)

Work Location: Hybrid remote in Manchester, M50 3BF

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: 12748