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Customer Service Agent - Warrington

Contract Type
Education, Media & Communications
Warrington, GBR
Expiry Date
Customer Service Agent - Warrington Description Pearson VUE ( is the global leader in computer-based testing for information technology, academic, government and professional testing programs around the world. Pea...

Job Description

Customer Service Agent - Warrington


Pearson VUE ( is the global leader in computer-based testing for information technology, academic, government and professional testing programs around the world. Pearson VUE provides a full suite of services from test development to data management, and delivers exams through the world’s most comprehensive and secure network of test centres in more than 180 countries, where we validate the skills and knowledge of millions of individuals every year.Pearson VUE offers a great environment to start or grow your career, we are now hiring for 10 Customer Service Agents to join our team based in Warrington.

Pearson VUE is a business of Pearson, the world's leading learning company with global-reach and market-leading businesses. Pearson is listed on both the London and New York stock exchanges (UK: PSON; NYSE: PSO).

Pearson VUE Europe Middle East and Africa (EMEA) Customer Services provides support for customers, with contact taking place mainly via in-bound calls, but also via other means.


Key Responsibilities

  • Provide support for customers, by acting as a first line contact for in-bound requests received via phone, email, regular mail, and fax.
  • Deliver the highest level of customer service to internal and external customers at all times.
  • Trouble shoot customer issues, owning them until a full resolution has been obtained.
  • Undertake a variety of tasks associated with the high service delivery of our customers. Equally they will be expected to maintain all documentation and train others on key aspects of the role.
  • Process all data in line with business standards and Data Protection.
  • Contribute to the review, amendment and implementation of improved procedures, processes and standards that increase efficiency and effectiveness.
  • To work as part of a team, under the direction of a Team Leader, to ensure we meet internal and external regulatory or statutory requirements and deliver high levels of customer service.
  • Use SharePoint to understand and follow policies, procedures and work instructions.
  • Ensure all Pearson VUE generic policies held on SharePoint are adhered to at all times. In addition to this be aware and adhere to specific Customer Service Centre guidelines.
  • Cover other roles within the Customer Service Centre as and when needed.
  • All employees have a responsibility to co-operate in promoting and maintaining a safe and healthy working environment, and to take reasonable care of their own health and safety at work and that of all other staff that may be affected by their acts or omissions. Line managers have specific responsibility for the health and safety of their direct reports and other team members for which they have general management responsibility.
  • All employees are also responsible for supporting and implementing the company’s policies and procedures around the Health and Safety, Security, Quality and Business Continuity arrangements that apply in their role/work function. Full details of these policies and procedures are available on SharePoint.

Key Activities

  • As required, dependant on team, process candidate test booking requests, information requests, queries, requests for materials, etc.
  • Input accurate customer information on to the database.
  • Contact other departments or utilise information as necessary to obtain and provide information as requested by candidates.
  • Make outbound calls to resolve and / or follow up with customers.

Essential Experience & Qualifications

  • Previous customer service experience.
  • Customer focused.
  • Excellent communication skills, both over the telephone, written and face to face.
  • The ability to learn and articulate detailed information.
  • Attention to detail.
  • Ability to work within a team to meet team goals and objectives

Working Arrangements

  • 37.5 hours working hours per week
  • Our Customer Service Centre is open Monday - Friday, 8am - 4pm


  • Salary: £17,500 per annum
  • Fantastic benefits package including Private Healthcare, Dental Care, and Discount Schemes
  • Comprehensive training and ongoing developmental support

Primary Location: GB-GB-Warrington

Job: Customer Service

Organization: Assessments VUE

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Oct 10, 2018

Job Unposting: Oct 23, 2018

Schedule: Full-time Regular

Req ID: 1813380

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.