*The Team *

Our Customer Services team in Manchester is made up of 100 friendly, hardworking, and customer-focused colleagues. We support Schools and Colleges 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.

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! 

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. Pearson believes that wherever learning flourishes, so do people. We are committed to being an anti-racist company in everything we do. We value the power of an inclusive culture and 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 a sustainable environment and workplace where talent can learn, grow, and thrive.

Job Types: Full-time, Permanent

Pay: From £23,500.00 per year

Additional pay:

• Bonus scheme

Benefits:

• Additional leave
• Company pension
• Cycle to work scheme
• Employee discount
• Free parking
• Health & wellbeing programme
• On-site parking
• Private dental insurance
• Private medical insurance
• Referral programme
• Sick pay
• Store discount

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• GCSE or equivalent (preferred)

Experience:

• customer service: 1 year (preferred)

Work Location: In person

Application deadline: 07/10/2024
Reference ID: Q4Cohort5
Expected start date: 12/11/2024