Advanced Customer Escalations Specialist (Hybrid)

Pearson; United States; Hybrid; USD 43,000 - 69,000; Full time

Job summary

Pearson in Manchester is seeking an Advanced Associate, Customer Support to act as a second-line expert behind a UK assessment programme, resolving complex issues while guiding frontline advisors. The role requires hybrid working and flexibility during peak periods.

You will own difficult cases, investigate incidents, coordinate internal or external support, and help improve first-contact resolution by supporting Tier 1 staff and providing quality feedback for training and processes.

Qualifications

• Experience handling escalations or complex case resolution in customer service.
• Ability to investigate complex inquiries and coordinate internal/external support.
• Strong organizational skills and attention to detail.

Responsibilities

• Own and resolve complex customer queries and escalations from schools and authorities.
• Support Tier 1 advisors with difficult queries and improve first-contact resolution.
• Investigate service-recovery cases and ensure the underlying query is resolved.
• Monitor workloads, prioritize cases and keep activity moving within SLAs.
• Review Tier 1 interactions through quality calibration and audits (two Tier 1 audits weekly).
• Identify recurring contact drivers and knowledge gaps; work with teams to improve service.
• Build knowledge of assessment processes, policies, systems and procedures.
• Contribute to readiness, testing, training and continuous improvement.

Skills

Communication skills

Proactivity

Problem solving

Escalation handling

Organization

Independent work

Collaboration

MS Office

Adaptability

Education assessments experience

Tools

MS Office

Job description

Pearson in Manchester is seeking an Advanced Associate, Customer Support to act as a second-line expert behind a UK assessment programme, resolving complex issues while guiding frontline advisors. The role requires hybrid working and flexibility during peak periods.

You will own difficult cases, investigate incidents, coordinate internal or external support, and help improve first-contact resolution by supporting Tier 1 staff and providing quality feedback for training and processes.