Customer Experience Coordinator - 12 month FTC
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.
We are currently seeking a Customer Experience Coordinator to join our English Language Testing team. We are looking to expand our Language Testing services significantly over the next 5 years and the role holder will be joining the business at an exciting time with the opportunity to play a key part in shaping the direction of our customer service provision. The role has a truly international outlook, dealing with customers and internal staff across the world with the opportunity for the chosen individual to employ practices that will influence the way improve service standards globally. Customer Service is a critical form of differentiation in a $3bn industry. At Pearson we have the goal to become the service leader in the English language assessment industry and we are looking for the right person to not only make sure we manage our 2nd line support service effectively, but to influence practices and raise standards to the level we aspire for our customers.
Operationally, the role holder will be responsible for dealing with escalated customer issues and working with stakeholders across Pearson to resolve those issues and respond to customers in a timely way. In addition, the role holder will be required to undertake a number of improvement ‘projects’ relating to customer documentation, websites, social media, process, training and monitoring of standards and service levels.
The role is suitable for anyone who wants to be part of a supportive, dynamic team and has aspirations to make impact through service and improvement practices.
Responsibility for handling Customer Service enquiries in 3rd line support team. Managing, maintaining or developing processes to support effective Customer Service delivery and improvement practices.
Key performance indicators
No formal qualifications required, but educated to first degree level or equivalent desirable
Personal Style and Behaviour
Thrives in an agile, changing (or fast paced) environment
Primary Location: GB-GB-London
Work Locations: GB-London-80 Strand 80 Strand London WC2R 0RL
Job: Customer Service
Organization: Global Product
Employee Status: Regular Employee
Job Type: Standard
Shift: Day Job
Job Posting: May 14, 2018
Job Unposting: Ongoing
Schedule: Full-time Regular
Req ID: 1806180
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.