Account Service Manager (Schools) - Maternity Cover
At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.
The Account Services teams (Schools) currently employs approximately 60 members of staff based in Manchester across 7 teams, each with an Account Services Manager.
The Account Specialist is responsible for providing excellent customer service to a specified range of Customers from Schools in the UK via phone, e-mail, face to face and Webex. The Account Specialist will be the single point of contact for their customers and will build relationships with those customers to ensure they are fully supported within their roles,offer first time resolution every time and if not then taking ownership of customers questions.
The Account Services Manager is responsible for managing the teams on a daily basis, assessing the team’s quality and performance against an agreed criteria and putting plans in place to improve these where needed so our teams perform at the highest possible standard. Also the Manager is responsible for developing their staff, equipping them with the necessary skills to visit customers, deliver face to face training and assigning projects to their team members where applicable and supporting other teams through the ever changing academic year.
Working hours are Monday to Friday between 8am and 5pm. You will be expected to work additional hours over the results period in August.
The Account Services Manager will be accountable across three key areas.
1. External customer experience.
In order to fully support their team, and to operate as a point of escalation, the position holder will be expected to hold and/or rapidly develop a detailed understanding of the technical aspects of the customer experience. This includes an appropriate level of understanding of our products, systems and websites. The Account Services Manager will be able to converse with confidence and authority across all aspects of the customer experience.
2. Internal business engagement.
The division relies heavily on other operational and commercial teams in order to provide exceptional service to customers. The position holder is therefore accountable for ensuring that working relationships are invested in and continuously reviewed and developed. It is essential that the attitudes and behaviours exhibited by all members of the Customer Services division are in keeping with the Pearson values (brave; imaginative; decent) and with those most conducive to a productive, service-based environment. The Account Services Manager will actively seek opportunities to foster productive relationships by displaying such behaviours in their dealings with co-dependent stakeholders.
3. People development.
The position holder will lead a team of Account Specialists, each responsible for the day-to-day management of customer relationships. Maximising the potential of this team is essential in order to establish and maintain a working environment in which exceptional service can flourish. This includes an appropriate level of understanding in respect of: the use of management information in order to effectively measure performance; creative and motivational approaches to sharing new ideas and recognising and rewarding success; recruiting outstanding talent and successfully integrating new starters; training, coaching and developing others in both the technical and behavioural elements of their roles. The Account Services Manager will embed these approaches within team activity, and seek to share best practice with others.
Our customers need a greater level of support than ever before. A detailed technical understanding of the role of the Examinations Officer has become more important given the on-going changes to education policy, regulation of qualifications and assessment and new qualifications being released. The Account Specialist will therefore need to establish effective methods of maintaining and updating their technical and product-related skill-sets.
The majority of the Customer Services division sits in the Manchester office and the Operational side of the business is based in London. The division faces a challenge in ensuring that co-dependent teams retain a sense of responsibility for the overall external customer experience. The outlook and attitude of colleagues across the business will determine whether or not our service reputation continues to improve, and the personal style of our Account Specialists will be a key factor in our ability to shape organisational culture in favour of the customer.
Essential – Relevant experience in the Customer Service Industry and Line Manager responsibilities
Desirable – Experience of service roles within the qualifications or assessment industry. Understanding the needs of Examinations Officers.
Essential – Microsoft Office based packages
Desirable – CRM and Social media and implications for business
Essential – Educated to GCE A Level or equivalent
Desirable – Educated to degree level or business/service related professional qualification
Competencies1.Providing a customer focused service 2.Communicating with influence 3.Working with others to achieve goals 4.Delivering goals in a changing environment 5.Taking a creative and innovative approach to work 6.Maximising potential in self and others 7.Excellent written and verbal communication skills
Personal Style and Behaviour
In Customer Services, we always seek to demonstrate the Pearson values:
Brave: Being courageous and bold; taking risks and celebrating fast failure; taking tough decisions; setting ambitious standards for our learners; openly challenging where we see room for improvement; championing a culture of high performance.
Imaginative : Being innovative and creative, experimenting and exploring new ways of doings things; being agile and forward-thinking
Decent : Building trust with others inside and outside the company; taking decisions that we believe are right even if they are difficult or unpopular; treating others with respect, doing the right thing.
Accountable : Individually and collectively accountable to learners, colleagues and other stakeholders. Collaborating by sharing information, knowledge and skills, and bringing together the right people; following through on our promises to each other in how we work together as One Pearson; having impact and influence in the world of education; making decisions based on relevant data from a range of sources; driving results.
Working pattern - 37.5 hours per week
Please note, this role is a 12 month contract.#LI-RC1
Primary Location: GB-GB-Manchester
Work Locations: GB-Manchester-The Lighthouse The Lighthouse 14 The Quays Salford Quays Manchester M50 3BF
Job: Customer Service
Employee Status: Regular Employee
Job Type: Standard
Shift: Day Job
Job Posting: May 14, 2018
Job Unposting: May 24, 2018
Schedule: Full-time Regular
Req ID: 1807479
Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.