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Key Account Specialist (1 Year Fixed Term Contract

Reference
1910331
Contract Type
Permanent
Sector
Education, Media & Communications
Location
Harlow, GBR
Expiry Date
20/08/2019
Key Account Specialist (1 Year Fixed Term Contract) Description The Key Account team will be introducing an Account Mgt structure in Harlow to support high value and strategically important customers purchasing UK resources, this a...

Job Description

Key Account Specialist (1 Year Fixed Term Contract)

Description

The Key Account team will be introducing an Account Mgt structure in Harlow to support high value and strategically important customers purchasing UK resources, this approach allows customer service build relationships with individual customers and sales field staff. Staff in this area will be given end-to-end responsibility for servicing key customers across the vast majority of their operational transactions with Pearson; from quotations all the way through to payment.

The Global Customer Service and Support - Core Markets comprises of approximately 20 members of staff across four primary functions; Stakeholder Engagement & Delivery, Project implementation, Field escalation, TEP - Experience support and Technology innovation

Purpose

The Key Account team forms part of the dedicated Core customer support channel.

They take full accountability for first-line enquiries from Pearson’s more high profile customers. A key objective for this team will be to proactively seek ways to improve the customer service experience by changing the current approach from merely responding to customer queries to truly understanding our customer needs and identifying, amending or streamlining business processes to drive delivery excellence.

Experience has shown us that enquiries from this customer group require a higher degree of knowledge, manual intervention and troubleshooting across the Pearson business. Building trusted and strong working relationships with customers and internal stakeholders alike will be key to this role as well as assuming ownership for resolving enquiries which do not fit easily into current organisational responsibilities.

Each member of the Key Account team will be assigned responsibility for a specific set of Key Accounts.

Key Accountabilities

To take responsibility in pro-actively supporting a number of high profile customers over the phone and via email by seeking to provide these accounts with a first-class, reliable, professional and polished service.

Pro-actively looking at opportunities to drive continuous improvement and enhance the customer experience through:

Contact management trends analysis and monitoring of KPIs

Arranging and attending customer meetings to negotiate improvement plans

Designing and implementing remedial action plans and bespoke solutions in consultation with key areas of the Pearson business where service shortfalls have been identified

Facilitate the on-going provision of key information and training from all key stakeholders across Pearson to continually Performance metrics.

Establish and develop a collaborative working relationship with Core sales teams, consistently finding effective ways to work together and across the wider Pearson business

Processing of centre and qualification approval applications for customers within a specific centre range.

To build an awareness of and demonstrate an interest in the external environment surrounding Pearson and it’s internal systems and processes in order to relate to pressures and demands that our customers face.

Key Challenges

A key challenge for the position holder will be their ability to operate within a highly commercial environment, quickly responding to customer needs whilst often relying on other areas of the business for solutions. Key to this role will be the individual’s ability to balance the requirements and expectations of the customer whilst communicating these needs effectively to the rest of the business to produce the required results, often within an extremely short timeframe.

The position holder will be expected to demonstrate their ability to confidently bring together key colleagues from across the business to implement action plans and successfully deliver remedial actions in accordance with customer needs

The position holder will be required to demonstrate a commercial awareness whilst also developing a strong depth of knowledge of Pearsons products, services and systems.

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

Previous experience

Essential

Experience of working in a customer facing role

Experience of working in pressurised environments

Experience of resolving issues / delivering solutions in a service environment

Desirable

Account management experience

Experience in designing and delivering improvements to customer service processes

Experience of working in similar sized organisations

Commercial background

Business focused account management experience

Project Management Skills

IT Literacy

Essential

MS Office software packages (Excel, PowerPoint etc) - Intermediate

#LI-POST

Primary Location: GB-GB-Harlow

Work Locations: GB-Harlow-Kao Park Kao Park Hockham Way Kao Two Harlow CM17 9SR

Job: Customer Service

Organization: Technology & Operations

Employee Status: Fixed Term

Job Type: Standard

Shift: Day Job

Job Posting: Aug 7, 2019

Job Unposting: Aug 15, 2019

Schedule: Full-time Regular

Req ID: 1910331

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.