Customer Service Specialist

Pearson - UK; Manchester; Hybrid; GBP 25,000; Full time

Job summary

A global education company in Manchester is seeking a Customer Services Specialist to assist customers with queries about qualifications. The role involves handling communications via phone, email, and live chat in a hybrid working environment. Ideal candidates will possess strong customer service skills, adaptability, and the ability to solve complex issues. This is an excellent opportunity to join a supportive team committed to personal and professional growth.

Benefits

Generous annual leave

Outstanding pension plan

Comprehensive health coverage

Community engagement opportunities

Flexible working hours

Employee wellbeing programs

Qualifications

• Background in Customer Service or ability to demonstrate excellent service.
• Comfortable dealing with unhappy customers and adaptable to changes.
• Self-motivated and effective problem-solving skills.

Responsibilities

• Handle customer queries via phone, email, and live chat.
• Assist with registration and certification for Pearson qualifications.
• Resolve complex issues related to customer inquiries.

Skills

Customer Service

Communication Skills

Problem-Solving

Team Collaboration

Adaptability

Tools

MS Word

Excel

Job description

Overview

Customer Services Specialist

As a Customer Services Specialist, you will handle queries by phone, email, and live chat. You will assist customers with registration, certification, and resolving complex issues related to Pearson qualifications.

Location

Salford Quays, Manchester - Enjoy the vibrant atmosphere of Salford Quays while benefiting from our hybrid working model. Once signed off, you\'ll have the flexibility to work both from home and our modern office, ensuring a perfect balance between professional and personal life.

Salary & Benefits

Starting Salary: £24,570 - Kickstart your career with a competitive salary of £24,570, complemented by an annual performance bonus. Enjoy a highly competitive benefits package designed to support your professional and personal growth.

• Your Rewards & Benefits At Pearson, we believe in rewarding our team members for their hard work and dedication. Here are some of the fantastic benefits you can look forward to:

• Generous Annual Leave: 25 days of annual leave, increasing by 1 day each year up to 30 days. Plus, you have the option to buy and sell up to 5 days per year.

• Outstanding Pension Plan: Pearson doubles your contributions.

• Comprehensive Health Coverage: Private dental care, private medical insurance, a digital GP service, and eye tests.

• Convenient Commuting Options: Cycle to work scheme.

• Community Engagement: Volunteering days and a positive community impact.

• Employee Wellbeing: Employee wellbeing assistance program. WellHub & Unmind.

• Exclusive Discounts: Discounted retail and leisure products and services from leading companies, and much more.

• Full-time: 37.5 hours per week

• Shifts: Flexible schedule with shifts between 8am – 5pm, Monday to Friday, on a weekly rotation.

The Team

"Our team says: 'Working at Pearson has been an incredible journey. The support and camaraderie here are unmatched.'"

Join our dynamic and friendly Customer Services team in Manchester made up of 80 friendly, hardworking, and customer-focused colleagues. We support Schools and Colleges in the UK and internationally to deliver our globally recognized qualification.

We believe in the power of difference and are committed to creating an inclusive and diverse work environment where everyone can be themselves.

At Pearson, we are dedicated to your professional growth. You\'ll have access to ongoing training and development opportunities to help you excel in your role.

Main Purpose/Objectives of the Role

We are looking for individuals with a background in Customer Service or the ability to deliver excellent customer service. You should thrive in a team environment, be comfortable collaborating with multiple departments, and show the initiative and confidence to work independently when needed. You will deliver exceptional service to meet our customers\' evolving needs under pressure. The education sector is constantly changing, and you need to be adaptable and dynamic, ready to take on new information quickly.

Our Customer Service Specialists are the first point of contact for our customers, answering queries by phone, email, and live chat. You\'ll be the expert on hand to support them with any queries related to the administration and delivery of Pearson qualifications, from registering learners to certification. You should be a problem-solver who won\'t be daunted when things go wrong and, with training, will be comfortable resolving complex and urgent queries.

Who are we looking for?

We\'re excited to hear from you if you have a background in Customer Service or the ability to deliver outstanding service to our customers. We\'re seeking individuals who thrive in a team environment, are comfortable collaborating with multiple departments, and show the initiative and confidence to work independently when needed. You will be delivering exceptional service to meet our customers’ evolving needs under pressure. The education sector is constantly changing, and we need our team to be adaptable and dynamic, ready to take on new information quickly.

We\’re looking for problem-solvers who won’t be daunted when things go wrong and, with training, will be comfortable resolving complex and urgent queries.

Experience

We are looking for individuals with a background in Customer Service or the ability to demonstrate the skills required to deliver excellent customer service. If you have experience working in a team, basic proficiency in MS Word and Excel, and excellent communication skills, we want to hear from you. You should be comfortable dealing with unhappy or unsatisfied customers and adaptable to sudden changes within the educational system. Flexibility to meet our customer and business needs throughout the academic year is essential. Problem-solving skills and self-motivation are key attributes we value. You must have the right to work in the UK.

If you\'re passionate about delivering outstanding customer service and thrive in a dynamic environment, we want to hear from you.

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.

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.

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].

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.