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Customer Services Specialist

Contract Type
Education, Media & Communications
Manchester, GBR
Expiry Date
Customer Services Specialist Description Customer Services Specialist The Team The Customer Services team in Manchester comprises of around 130 staff based at the Lighthouse in Salford Quays. Our Customer Services Speciali...

Job Description

Customer Services Specialist


Customer Services Specialist

The Team

The Customer Services team in Manchester comprises of around 130 staff based at the Lighthouse in Salford Quays. Our Customer Services Specialist are friendly, hardworking, driven by a desire to provide an excellent service to our customers.

Working in a structured environment with direction to achieve annual goals, personal development plans etc.

If you have what it takes to deliver excellent customer service and a desire to go above and beyond then we need you to join one of our teams.

The role

Each Customer Services Specialist will primarily support one of the following customer types of account:

● FE Colleges

● Schools

● Employers and Private Training Providers

The Customer Services Specialist will either support Key Accounts (high value customers) or standard accounts.

You will be responsible for communicating with your own customer account based within your centre range but will also support colleagues within the above customer groups. There may be a requirement to support all other customer accounts during peak/ busy periods so specialists will be given training on all systems, products and processes across our customer groups.

You will be the first line of contact by phone and email, assisting our customers in the delivery of all Pearson qualifications from registration and entries through to certification of their students.

We pride ourselves in our investment in people, we encourage you to be yourself using the Pearson Values and grow your personality by building rapport with your customers to establish great relationships.

No call scripts or unrealistic targets, we just want our friendly hard working teams to be the voice of Pearson and help us achieve our main goal in becoming the centre of excellence in customer service for our global company.

We consider all departments across the business as internal customers and aim to work collaboratively as One Pearson. We offer a competitive salary, internal reward schemes, benefit programs and great career prospects.

A day in the life of Customer Service Specialst

Supporting a caseload of centres as a named contact for all queries.

Receiving calls, emails, webcases and chat messages from other centres of all types as required.

In addition, specialists supporting Key Accounts may be required to:

Compile and deliver training online or at face to face events, dependent on your customers’ needs

Carrying out centre visits to meet your customers in person.

Attend network events hosted by your stakeholders where you are asked to update our customers on our ever changing business. At these events you will meet representatives from other awarding bodies and share in best practice

We continually strive to identify improvements in the way we work and encourage you to assist with improvement projects, meet other parts of this vast business and much more! We value our staff, we work hard to develop them and want them to be proud to work for us. We love fresh ideas on how to make our service better and your ideas won’t go unnoticed, often being implemented by the senior management teams.

We have a happy and productive teams, we work hard but we also play hard. From community fundraising to planning social events, there’s plenty to keep you motivated.

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.


Who we are looking for

The Ideal candidate will have a background in Customer Service or the ability to display the soft skills required to assist in the delivery of excellent customer service experience.

They should display the skills needed to work as part of a team and also show the initiative to work alone.

We want people to join the Pearson family who are confident, self-motivated with a passion for learning and development.

Ideally, you should have basic computer skills (Microsoft Office). An ability to deliver quality service and meet our customer’s needs under pressure. The education sector is changing all the time and we need our people to be adaptable, to proactively learn about and look to implement these changes. We would expect the specialist to adhere to professional (smart) attire at all times.

● Providing a customer focused service

● Communicating with influence

● Working with others to achieve goals

● Delivering goals in a changing environment

● Taking a creative and innovative approach to work

● Maximising potential in self and others

More great things about working here….

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:

  • a starting salary of £21,000 with the opportunity to quickly build on this.
  • a holiday allowance of 25 days increasing to 30, with options to flex up or down
  • an annual incentive bonus
  • generous pension scheme with contributions double-matched by Pearson
  • maternity, paternity, and family care leave as well as flexible work policies
  • stock purchase options
  • health plans, and an employee assistance programme for you and your family, to help balance work, family and personal life
  • Great career progression opportunities both in the UK and globally

If we sound like a good match for you, we’d love to receive your application. Simply click on apply and upload your CV and a supporting cover letter.


Primary Location: GB-GB-Manchester

Work Locations: GB-Manchester-The Lighthouse The Lighthouse 14 The Quays Salford Quays Manchester M50 3BF

Job: Customer Service

Organization: Core

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Jan 30, 2020

Job Unposting: Ongoing

Schedule: Full-time Regular

Req ID: 1904665

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.