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Customer Enquiries Executive

Reference
1815359
Contract Type
Permanent
Sector
Education, Media & Communications
Location
London, GBR
Expiry Date
16/12/2018
Customer Enquiries Executive Description 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 lesso...

Job Description

Customer Enquiries Executive

Description

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.

Our mission is clear: to become one of the UK’s leading universities for in-depth industry engagement. As a pioneering Higher Education Institution (HEI), we’re transforming industry today and tomorrow, by designing and delivering education powered by industry experience.

At Pearson College London, industry engagement drives us; it’s not just what we do, it’s who we are. And it is what will take us, and our students, into the future. Every university focuses on “employability” - what sets us apart is the level of industry engagement that we’re able to offer. Industry engagement is at the core of everything that we do; our industry partners deliver workshops for our students, they also design, develop and deliver our courses, offer our students internship opportunities, set them live briefs and attend their end of term showcases.

When you combine higher education and industry, everyone benefits. Especially when there’s a need for graduates to stand out from the crowd in a competitive market.

About the Team

This role sits within the External Relations Department at Pearson College London. Behind the scenes of the College, the Marketing, Recruitment and Communications Teams work hard to build our brand and engage with customers and stakeholders. We’re a driven, creative, supportive and fun group of people. We work across the marketing mix to produce materials, events, content and campaigns to engage with our target audiences. We’re data driven and put our customers at the heart of our work. As a growing organisation, we work in a fast paced environment but one where we nurture talent, share ideas and work collaboratively.

About the role

The Customer Enquiries Executive reports to the Conversion and Enquiries Manager and provides front line customer service for all inbound and outbound enquiries and administrative support for Pearson College London.

Key responsibilities

  • Responsible for accurate and timely responses to all inbound enquiries from prospective or former students, business contacts and the public via email, telephone, Livechat and in person;
  • Required to ensure all customers receive an impeccable service through careful attention to detail and unwavering high standards;
  • Ensure that enquiries are covered at all times (working with our team to manage a timetable and provide enquiries cover during working hours)
  • Ensure the Pearson College London brand values are consistent in all information provided;
  • Conduct pre-arranged and ad hoc Personal Tours and meetings with prospective students and applicants;
  • Support the Conversion and Enquiries Manager with sending outbound direct mail packs and prospectuses, writing promotional emails as well as calling offer holders, applicants and parents;
  • Manage the data entry from school/college visits into our CRM system (Salesforce);
  • Assist the events and student recruitment teams with the planning and delivery of events such as Open Days and Taster Days
  • Communicate effectively with colleagues and management, and interact with others effectively and professionally under pressure.

Why Pearson College London?

We’ve come a long way in a short space of time: We continually innovate and in the past year the College and our students have been nominated for several awards, including the CIM’s Marketing Excellence Awards 2018, the Times Higher Education Awards 2017 for Business School of the Year and Outstanding University Entrepreneurship Award, the HEIST Awards 2017 for Best Marketing Team, Best Prospectus from a Specialist Institution and Best Website. Our Escape Studios undergraduate degrees team received a Collaborative Award for Teaching Excellence (CATE) finalist certificate recognising our collaboration with industry to develop the programmes for the benefit of our students who are now benefiting from the ​innovative ​approach to course development.

Real world ready:We collaborate with industry, thought leaders and experts to anticipate industry needs. We create experiences that develop savvy, work-ready graduates, who are ready for the real-world - today and tomorrow.

Transformative:We’re transforming and disrupting HE and industry. We challenge the status-quo.

Team rules!Students, industry, colleagues, thought-leaders - collaboration, inclusion and transparency are crucial to success.

Engaged and curious:We are constantly engaged and curious about changing industries, and learning by doing.

Pearson is an equal opportunities employer. We do not discriminate against employees or job applicants and select the best person for each job based on relevant skills and experience.

We are also committed to building an accurate picture of the make-up of the workforce and encouraging equality and diversity.

The information you provide will stay confidential, and be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Qualifications

Competencies

Essential:

  • Strong verbal and written communication skills, with the ability to communicate effectively with a variety of stakeholders.
  • Excellent organisational and time-management skills.
  • Able to demonstrate strong attention to detail and a methodical approach to work.
  • A positive attitude and flexibility in your approach to work and colleagues
  • Demonstrate resilience and creativity in solving problems.
  • Able to take bold and decisive action to delivers outcomes, and champion a culture of high performance.
  • Ability to work well in a fast-paced, target driven environment.
  • Creative and imaginative - able to make suggestions on innovative ways to manage enquiries and conversion
  • Willingness to work some evenings and weekends throughout the year.

Education

Essential:

  • Degree or equivalent.

IT Literacy

Essential:

  • Good working knowledge of Excel, Word and PowerPoint.

Desirable:

  • CRM/Salesforce experience
  • Email marketing experience - Pardot/Marketing Cloud
  • An aptitude for Gmail, Google sheets, Google docs and other apps

Previous Experience

Essential:

  • Experience of working in customer service
  • Experience of working on multiple projects

Desirable:

  • Experience of marketing or student recruitment
  • Experience in Higher Education

More great things about working here….

We’re part of Pearson Plc, the world's largest education company. Pearson has over 30,000 staff worldwide and this role is based in their offices in London. Pearson is committed to a world that’s always learning and to its talented team who makes it all possible.

We’ll expect a lot and we know you’ll do great work, so we give a lot back with some of the best benefits in the business. We know that one size doesn’t fit all so our workplace programs meet the different needs of our diverse teams, and their families too. There is a range of options, too many to list here, but when you join you can expect:

  • a starting holiday of 25 days increasing to 30, with options to flex up or down
  • an annual incentive plan based on company and individual performance
  • generous pension scheme - contributions are double matched by Pearson
  • stock purchase options
  • health plans, and an employee assistance programme for you and your family, to help balance work, family and personal life including flexible working, dental plans, childcare vouchers, cycle to work scheme and season ticket loans.

If we sound like a good match for you, or maybe for a friend, we’d love to receive an application. Find out more about how learning makes us, at www.pearson.com.

#LI-HR1

Primary Location: GB-GB-London

Work Locations: GB-London-190 High Holborn 190 High Holborn London WC1V 7BH

Job: Customer Service

Organization: Core

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Nov 21, 2018

Job Unposting: Dec 21, 2018

Schedule: Full-time Regular

Req ID: 1815359

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.