Senior Escalations Specialist - Customer Support Leader

Pearson; Manchester; Hybrid; GBP 32,000 - 46,000; Full time

Job summary

Pearson in Manchester is seeking a Specialist, Customer Support to act as a senior Tier 2 expert behind our UK assessment programme. You will own complex escalations, guide Tier 2 teammates, and help strengthen quality across the service.

The role involves quality assurance, identifying training gaps, and leading Tier 1 and Tier 2 during peak periods. It is a hybrid role with weekend support during peak delivery times.

Qualifications

• Strong customer service experience, including complex queries or escalations.
• Excellent problem-solving and critical‑thinking skills.
• A self‑motivated, curious and proactive approach.
• Confidence providing guidance and support to colleagues.
• Strong communication, organisation and attention to detail.
• Ability to work independently while collaborating effectively across teams.
• Confidence using Microsoft Office, including Excel, Word and PowerPoint.
• Experience in education, assessments, awarding bodies, continuous improvement or customer satisfaction is advantageous.

Responsibilities

• Own and resolve the most complex customer queries and senior escalations.
• Provide expert guidance and support to Tier 2 colleagues.
• Quality assure Tier 2 work and help maintain consistently high service standards.
• Identify training, knowledge and capability gaps and support improvements.
• Analyse customer feedback and operational issues to identify opportunities for continuous improvement.
• Work across Customer Service, Operations, Technology, Product and Business Analysis to improve customer experience and efficiency.
• Provide operational leadership across Tier 1 and Tier 2 during designated peak‑period shifts.
• Contribute to operational readiness, training, lessons learned and continuous improvement.

Skills

Customer service

Escalations

Problem solving

Critical thinking

Self-motivated

Team guidance

Communication

Organization

Independent work

Tools

Microsoft Office

Job description

Pearson in Manchester is seeking a Specialist, Customer Support to act as a senior Tier 2 expert behind our UK assessment programme. You will own complex escalations, guide Tier 2 teammates, and help strengthen quality across the service.

The role involves quality assurance, identifying training gaps, and leading Tier 1 and Tier 2 during peak periods. It is a hybrid role with weekend support during peak delivery times.