Customer Service Administrator

JR United Kingdom; Rotherham; On-site; GBP 20,000 - 30,000; Full time

Job summary

An established industry player is seeking a Customer Service Administrator to join their dynamic team in Rotherham. This office-based role focuses on delivering modified exam materials for students with specific needs, ensuring timely and efficient service. The ideal candidate will possess strong organizational skills, a collaborative mindset, and a dedication to customer service. You will be responsible for liaising with customers, conducting quality checks, and supporting the training of temporary staff. Join this forward-thinking organization and make a meaningful impact in the education sector!

Qualifications

• Minimum GCSE in English and Mathematics or equivalent required.
• Proficient in PC and Microsoft Office, especially Excel.

Responsibilities

• Deliver processes to meet service levels and quality checks.
• Maintain high standards of customer service and liaise with clients.
• Support training of temporary staff during peak periods.

Skills

Organizational Skills

Customer Service Focus

Effective Communication

Adaptability

Problem Solving

Education

GCSE in English

GCSE in Mathematics

Tools

Microsoft Office

Oracle Systems

Job description

Social network you want to login/join with:

Customer Service Administrator, Rotherham

Client: Pearson

Location: Rotherham, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Views:

4

Posted:

05.05.2025

Expiry Date:

19.06.2025

Job Description:

The Qualifications Processing (QP) directorate consists of several areas working together to deliver General and Vocational Qualification operations throughout the year. The Modified Formats Team processes and manages requests for exam materials used by students with visual impairments and other needs. We offer modified papers including braille and large print formats to enable all students to access their exams.

About the Role

Reporting to the Modified Formats Team Manager, the role ensures the effective delivery of modified exam materials across Pearson Qualification Services for all General, Vocational, and Functional Skills Qualifications. The team works to tight deadlines to ensure each student receives their modified paper on time. This is an office-based role at our Hellaby office in Rotherham.

Key Accountabilities

• Deliver processes allocated by the Team Manager to meet service levels as per process documentation.
• Escalate issues effectively to the Team Manager.
• Complete quality checks of process activities.
• Maintain high standards of customer service.
• Liaise with customers and customer service teams via phone and email.
• Develop and maintain professional relationships with internal and external customers.
• Support training of temporary staff during peak periods in line with policies and values.
• Participate in team communication to review progress.
• Perform other duties as directed, including working from other local facilities.
• Understand regulations related to accessibility in qualifications (e.g., JCQ Regulations).

Key Tasks

• Conduct quality checks on Modified Papers following Pearson House Styles and UKAAF Guidance.
• Manage communication with third-party suppliers.
• Assist the Team Manager with managing and training temporary staff.
• Support stakeholders across teams.
• Provide second-line support to customer service on various queries.
• Communicate with customers to gather necessary information.
• Coordinate with external suppliers for request completion.
• Escalate issues promptly to the Team Manager.
• Support other Customer Operations processes as needed.

Skills/Qualifications

• Flexible attitude and collaborative mindset.
• Ability to understand complex systems and apply regulations.
• Strong organizational skills and multitasking ability.
• Adaptability and positive reaction to change.
• Customer service focus for internal and external clients.
• Effective verbal and written communication skills.
• Ability to motivate self and team members.
• Identify and analyze issues, escalating when necessary.
• Provide recommendations for solutions.
• Manage multiple high-priority tasks simultaneously.
• Flexibility during peak periods.

Education and Skills

• Minimum GCSE in English and Mathematics or equivalent.
• Proficient in PC and Microsoft Office, especially Excel.
• Experience with Oracle systems (AS400 iSeries/IQS) is advantageous.

Previous Experience

• Experience in multitasking and delivering multiple activities.
• Ability to manage own time effectively.
• Experience within an Awarding Organisation is preferred.