Customer Services Specialist

School Result; Salford; Hybrid; GBP 22,113 - 27,027; Full time

Benefits offered by this job

Annual performance bonus

25 days annual leave (increasing to 30 days with service)

Double pension contributions

Private medical and dental insurance

Digital GP service and eye tests

Cycle to work scheme

Discounts on retail and leisure products

Job summary

A leading education provider in Manchester is seeking a Customer Services Specialist to join their team. In this role, you will handle customer queries through various channels, assist with registration and certification, and resolve complex issues related to qualifications. The ideal candidate should have a background in customer service, excellent communication skills, and the ability to adapt to changes in the education sector. This position offers a hybrid working model along with competitive benefits.

Qualifications

• Background in customer service or ability to demonstrate relevant skills.
• Strong problem-solving skills and self-motivation.
• Ability to work in a team and independently.

Responsibilities

• Respond to customer queries via phone, email, and live chat.
• Support customers with registration and qualification-related issues.
• Resolve complex queries with professionalism and empathy.
• Collaborate with internal departments to ensure seamless service delivery.

Skills

Excellent communication skills (written and verbal)

Problem-solving skills

Customer service background

Basic proficiency in Microsoft Word and Excel

Self-motivation

Teamwork ability

Adaptability

Job description

Pearson is a global leader in education, dedicated to helping people make progress in their lives through learning. With a strong presence in the UK and internationally, Pearson supports schools, colleges, and learners with qualifications that are recognised and respected worldwide. The company fosters a culture of inclusion, collaboration, and continuous development, offering employees the opportunity to thrive both professionally and personally.

Location

Salford Quays, Manchester
Hybrid working model: work from home and onsite once signed off

Employment Type

Full-time | Permanent
37.5 hours per week
Shifts: Weekly rotation between 8:00 AM – 5:00 PM, Monday to Friday

Salary and Benefits

• Starting salary: £24,570 per annum
• Annual performance bonus
• 25 days annual leave (increasing to 30 days with service)
• Option to buy or sell up to 5 days of leave per year
• Double pension contributions from Pearson
• Private medical and dental insurance
• Digital GP service and eye tests
• Cycle to work scheme
• Discounts on retail and leisure products
• Inclusive and diverse work environment

Job Summary

Pearson is seeking a Customer Services Specialist to join its dynamic team in Manchester. In this role, you’ll be the first point of contact for customers, handling queries via phone, email, and live chat. You’ll assist with registration, certification, and resolving complex issues related to Pearson qualifications.

This is not your average contact centre role—there are no scripts or unrealistic targets. Instead, you’ll be empowered to deliver outstanding support and be the voice of Pearson. The ideal candidate is adaptable, proactive, and passionate about customer service, with the ability to work independently and collaboratively.

Key Responsibilities

• Respond to customer queries via phone, email, and live chat
• Support customers with registration, certification, and qualification-related issues
• Resolve complex and urgent queries with professionalism and empathy
• Collaborate with internal departments to ensure seamless service delivery
• Maintain accurate records and follow up on customer interactions
• Adapt to changes in the education sector and stay informed on updates
• Provide feedback to improve processes and customer experience

Required Skills and Qualifications

• Background in customer service or ability to demonstrate relevant skills
• Excellent communication skills (written and verbal)
• Basic proficiency in Microsoft Word and Excel
• Strong problem-solving skills and self-motivation
• Ability to work in a team and independently
• Adaptability to sudden changes in the education system
• Right to work in the UK

Preferred Experience

• Experience managing high-volume live chat interactions
• Familiarity with the education sector or qualification administration

Why Join Pearson?

• Be part of a team that supports over 80 colleagues in delivering globally recognised qualifications
• Work in a supportive, inclusive environment that values diversity and personal growth
• Access ongoing training and development opportunities
• Enjoy a flexible hybrid working model and a vibrant office location in Salford Quays

How to Apply

If you’re passionate about delivering exceptional customer service and thrive in a dynamic environment, Pearson invites you to apply. Click here to submit your application and ensure you meet the eligibility criteria.