Senior Tier 2 Customer Support & Escalations Specialist

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

Résumé du poste

Pearson is seeking a Specialist, Customer Support to act as the senior Tier 2 expert behind a high-profile UK assessment programme. You will own the most complex escalations and guide Tier 2 colleagues, helping to strengthen quality and capability across the wider support team.

You will quality assure Tier 2 work, identify knowledge gaps, and work with other teams to improve service delivery. During peak periods, you’ll provide operational leadership across Tier 1 and Tier 2 on designated

Qualifications

• Strong customer service experience with handling escalations.
• Excellent problem-solving and critical-thinking skills.
• Self-motivated, curious and proactive approach.
• Confident guiding colleagues and providing support.
• Strong communication, organization and attention to detail.
• Ability to work independently while collaborating with teams.
• Proficient in Microsoft Office (Excel/Word/PowerPoint).
• Experience in education, assessments, awarding bodies, or customer satisfaction is advantageous.

Responsabilités

• Own and resolve the most complex customer queries and escalations.
• Provide expert guidance and support to Tier 2 colleagues.
• Quality assure Tier 2 work and maintain high service standards.
• Identify training gaps and support improvements.
• Analyse feedback and drive continuous improvement.
• Collaborate across departments to improve customer experience.
• Provide operational leadership during designated peak-period shifts.
• Contribute to readiness, training and post-incident reviews.

Connaissances

Customer service excellence

Complex query handling

Problem solving

Independent working

Team collaboration

Effective communication

Attention to detail

Leadership guidance

Outils

Microsoft Office

Description du poste

Pearson is seeking a Specialist, Customer Support to act as the senior Tier 2 expert behind a high-profile UK assessment programme. You will own the most complex escalations and guide Tier 2 colleagues, helping to strengthen quality and capability across the wider support team.

You will quality assure Tier 2 work, identify knowledge gaps, and work with other teams to improve service delivery. During peak periods, you’ll provide operational leadership across Tier 1 and Tier 2 on designated