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International Customer Services Specialist

Reference
1812482
Contract Type
Permanent
Sector
Education, Media & Communications
Location
Manchester, GBR
Expiry Date
24/09/2018
International Customer Services Specialist Description About Pearson 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 t...

Job Description

International Customer Services Specialist

Description

About Pearson

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.

About the job

The Account Specialist will be responsible for providing excellent customer service to a specified range of Customers from Schools internationally via phone, email, face to face and Webex. The Account Specialist will be the single point of contact for their customers and will build relationships with those customers to ensure they are fully supported within their roles. Usually, these customers will hold the position of Examinations Officer within their institution. Part of your role will include supporting your team with their calls and emails from customers as well as other departments during the business critical times of the year.

Position Description

  1. External customer experience.

In order to fully support their customer accounts, the Account Specialist will be expected to hold and/or rapidly develop a detailed understanding of the technical aspects of the customer experience. This includes in-depth, detailed understanding of our products, systems and websites. The Account Specialist will be able to converse with confidence and authority across all aspects of the customer experience.

Customer contact is received by email, post and telephone and the Account Specialist will be accountable for the proactive management of the customer relationship, to minimise the volume of unnecessary inbound contact and to support the customer in becoming increasingly self-sufficient.

The Account Specialist will be responsible for the strength of the relationship with the customer and for personalizing the service offered to each individual customer. This will require an in-depth knowledge and understanding of the customer need. Working as a member of a team, the Account Specialist will be required to support other members of the team with their customer accounts where workloads dictate.

  1. Internal business engagement.

The division relies heavily on other operational and commercial teams in order to provide exceptional service to customers. The position holder is therefore accountable for ensuring that working relationships are invested in and continuously reviewed and developed. It is essential that the attitudes and behaviours exhibited by all members of the Customer Services division are in keeping with the Pearson values (brave; imaginative; decent; accountable) and with those most conducive to a productive, service-based environment. The Account Specialist will actively seek opportunities to foster productive relationships by displaying such behaviours in their dealings with co-dependent stakeholders.

Key Challenges

The key challenges in respect of the Account Specialist role are closely aligned to the two key areas of accountability.

1.Improving customer perceptions during a time of unprecedented change.

Our customers need a greater level of support than ever before. A detailed technical understanding of the role of the Examinations Officer has become more important given the on-going changes to education policy, regulation of qualifications and assessment and new qualifications being released. The Account Specialist will therefore need to establish effective methods of maintaining and updating their technical and product-related skill-sets.

2.Increasing the level of business engagement within the parameters of budgetary constraints.

The majority of the Customer Services division sits in the Manchester office and the Operational side of the business is based in London. The division faces a challenge in ensuring that co-dependent teams retain a sense of responsibility for the overall external customer experience. The outlook and attitude of colleagues across the business will determine whether or not our service reputation continues to improve, and the personal style of our Account Specialists will be a key factor in our ability to shape organisational culture in favour of the customer.

Key Challenges

  1. Improving customer perceptions during a time of unprecedented change.

Our customers need a greater level of support than ever before. A detailed technical understanding of the role of the Examinations Officer has become more important given the on-going changes to education policy, regulation of qualifications and assessment and new qualifications being released. The Account Specialist will therefore need to establish effective methods of maintaining and updating their technical and product-related skill-sets.

  1. Increasing the level of business engagement within the parameters of budgetary constraints.

The majority of the Customer Services division sits in the Manchester office and the Operational side of the business is based in London. The division faces a challenge in ensuring that co-dependent teams retain a sense of responsibility for the overall external customer experience. The outlook and attitude of colleagues across the business will determine whether or not our service reputation continues to improve, and the personal style of our Account Specialists will be a key factor in our ability to shape organizational culture in favour of the customer.

Qualifications

Competencies

  1. Providing a customer focused service
  2. Communicating with influence
  3. Working with others to achieve goals
  4. Delivering goals in a changing environment
  5. Taking a creative and innovative approach to work
  6. Maximising potential in self
  7. Excellent written and verbal communication skills

Education

Essential – Educated to GCE A Level or equivalent

The starting salary for this role is £19,000 and in addition offers a very competative package.

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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: Sep 7, 2018

Job Unposting: Sep 21, 2018

Schedule: Full-time Regular

Req ID: 1812482

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.