Customer Service Specialist

TN United Kingdom; Manchester; Hybrid; GBP 22,000 - 30,000; Full time

Job summary

An established industry player is seeking a Customer Services Specialist Advisor to join their dynamic team in Manchester. This role offers the opportunity to provide exceptional support to customers in the education sector, adapting to their evolving needs. You will be the first point of contact for queries, ensuring a smooth experience for learners and educators alike. With a commitment to diversity and inclusion, this company fosters a vibrant workplace where you can thrive. If you have a passion for customer service and want to make a meaningful impact, this is the perfect opportunity for you.

Benefits

25 Days Annual Leave

Pension Plan

Season Ticket Loan

Cycle to Work Scheme

Discounts on Retail and Leisure

Qualifications

• Experience in Customer Service or ability to demonstrate excellent service.
• Comfortable speaking with multiple departments and working independently.

Responsibilities

• Deliver outstanding service to meet customers' needs under pressure.
• Support customers with queries related to Pearson qualifications.

Skills

Customer Service

Problem Solving

Adaptability

Communication

Teamwork

MS Word

MS Excel

Job description

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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

The Team

Our Customer Services team in Manchester is 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 qualifications.

Customer Services Specialist Advisor

Location: Salford Quays (close to Media City), Manchester

• Work Setup: Office based with an option to move to Hybrid working, giving you the flexibility to work from home and the office on completion of training, probation and demonstrating the ability to manage customer queries independantly.

(Please note hybrid working will only be available once a minimum 3 month probation has been passed and signed off by a manager.)

Shifts: hour shifts between the hours of 8am – 5pm Monday to Friday (on a weekly shift rotation)

Who are we looking for?

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

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

Self-motivated

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.

Season ticket loan, cycle to work scheme

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:

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!

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 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.