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Customer Services Specialist

Reference
VAC-17981
Contract Type
Permanent
Sector
Customer Service, Education
Location
Manchester
Salary
£21,000
Expiry Date
04/07/2019
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.

Job Description

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 (most appropriate for entry to mid-level roles)

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.

Qualifications

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 environmen
  • Taking a creative and innovative approach to work
  • Maximising potential in self and others