Senior Escalations Specialist - Customer Support

Pearson; Manchester; Hybride; GBP 32 000 - 42 000; Plein temps

Résumé du poste

Pearson in Manchester is seeking an Advanced Associate, Customer Support to act as the second-line expert behind the national assessment programme. You will own and resolve complex queries from schools and authorities, supporting frontline advisors and coordinating internal or external teams to reach resolution.

Based on a hybrid Manchester role, you will review Tier 1 interactions, calibrate quality, and contribute to training and process improvements.

Qualifications

• Strong communication and interpersonal skills.
• A self-motivated, curious and proactive approach.
• Strong problem-solving and critical-thinking ability.
• Experience handling challenging customer-service situations, escalations or complex case resolution.
• Excellent organisation and attention to detail.
• Ability to work independently while collaborating across teams and partners.
• Confidence using Microsoft Office, including Excel, Word and PowerPoint.
• Adaptability and willingness to work flexibly in a dynamic environment.
• Experience in education assessments or customer-satisfaction metrics is advantageous.

Responsabilités

• Own and resolve complex customer queries and escalations from schools, local authorities, markers, test administrators and other stakeholders.
• Support Tier 1 advisors with difficult queries and help improve first-contact resolution.
• Investigate service-recovery cases following poor customer feedback and ensure the underlying query is resolved.
• Monitor assigned workloads, prioritise cases and keep activity moving within service levels and performance targets.
• Review Tier 1 interactions through quality calibration and audits, including two Tier 1 audits a week.
• Identify recurring contact drivers, process gaps and knowledge issues, then work with relevant teams to improve service.
• Build detailed knowledge of assessment processes, policies, systems and operational procedures.
• Contribute to operational readiness, testing, training, lessons learned and continuous improvement.

Connaissances

Strong communication

Self-motivated

Problem solving

Customer service experience

MS Office

Outils

Excel

PowerPoint

Word

Description du poste

Pearson in Manchester is seeking an Advanced Associate, Customer Support to act as the second-line expert behind the national assessment programme. You will own and resolve complex queries from schools and authorities, supporting frontline advisors and coordinating internal or external teams to reach resolution.

Based on a hybrid Manchester role, you will review Tier 1 interactions, calibrate quality, and contribute to training and process improvements.