Advanced Associate, Customer Service

Pearson; Manchester; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

25 days annual leave

Pension plan

Private medical & dental

Digital GP & wellbeing support

Cycle to work

Volunteer days

Retail & leisure discounts

Hybrid working model

Job summary

Pearson in Manchester is seeking enthusiastic individuals for an Advanced Associate, Customer Services role. You will be the first point of contact for schools, colleges, and learners, assisting with registrations, certifications, and complex issue resolution.

Join a fast-paced team, supporting learners across phone, email, and live chat. This role offers hybrid working, development opportunities, and a comprehensive benefits package.

Qualifications

• Customer service experience or transferable customer-facing skills.
• Strong written and verbal communication skills.
• Able to work independently and as part of a team.
• Comfort with using multiple digital platforms and systems.
• Maintains professionalism under pressure.
• Eager to learn and adapt to changes.

Responsibilities

• Deliver outstanding customer service via phone, email, and live chat.
• Assist customers with qualification administration and certification queries.
• Resolve complex issues with empathy and accuracy.
• Collaborate with internal teams across Pearson.
• Build strong relationships with schools, colleges and centres.
• Stay updated on changes across the education sector.
• Represent Pearson at events once established in role.

Skills

Customer service

Communication skills

Teamwork

Problem solving

Multisystem tools

Adaptability

Learning mindset

Tools

CRM systems

Live chat software

Email tools

Job description

Job Title: Advanced Associate - Customer Services

Location: Salford Quays, Manchester (Hybrid)

Salary: £26,228 + Annual Performance Bonus

About Pearson

At Pearson, we help people realise the life they imagine through learning. As the world's leading learning company, we support millions of learners globally through digital learning, qualifications, assessments, and education services across nearly 200 countries.

Learning is at the heart of everything we do - and our people are what make the difference. We're passionate about creating an inclusive, collaborative workplace where everyone can grow, develop, and make a real impact.

The Opportunity

We're looking for enthusiastic and customer-focused individuals to join our Customer Services team in Manchester. As an Advanced Associate, Customer Services, you'll be the first point of contact for customers, supporting schools, colleges, and learners with queries relating to Pearson qualifications. You'll handle a variety of enquiries via phone, email, and live chat, helping customers with everything from learner registrations to certification and complex issue resolution. This is a fast-paced, rewarding role where no two days are the same.

What You'll Be Doing

• Delivering outstanding customer service across phone, email, and live chat
• Supporting customers with qualification administration and certification queries
• Resolving complex customer issues with confidence and empathy
• Working collaboratively with internal teams across Pearson
• Building strong relationships with schools, colleges, and centres
• Keeping up to date with changes across the education sector
• Representing Pearson at customer and centre network events once established in role

What We're Looking For

• Have previous customer service experience or transferable customer-facing skills
• Enjoy helping people and solving problems
• Are confident communicating both verbally and in writing
• Work well both independently and as part of a team
• Are comfortable using multiple systems and digital platforms
• Stay calm and professional under pressure
• Are adaptable, motivated, and eager to learn

Desirable (but not essential)

• Experience within education or teaching
• Experience managing live chat support
• Additional languages alongside English (particularly for our international team)
• Awareness or interest in AI-enabled customer service tools

Working Hours

• 37.5 hours per week
• Monday to Friday
• Rotating shifts between 8am - 5pm

Why Join Pearson?

You'll be joining a friendly and supportive team of over 80 colleagues based in Manchester who are passionate about delivering exceptional customer experiences.

We offer fantastic opportunities for development, training, and long-term career growth within a global organisation.

Our Benefits Include

• 25 days annual leave (increasing up to 30 days)
• Option to buy or sell up to 5 additional days leave
• Excellent pension scheme with matched contributions
• Private medical and dental cover
• Digital GP and wellbeing support
• Cycle to work scheme
• Volunteering days
• Retail and leisure discounts
• Hybrid working model

We are an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. 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 actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

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 [e-mail].

Who we are

At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.