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Learner Support Specialist

Reference
1809364
Contract Type
Permanent
Sector
Education, Media & Communications
Location
Manchester, GBR
Expiry Date
20/07/2018
Learner Support 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 textbo...

Job Description

Learner Support 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 team

The Learning Services team deliver first class and personalised customer service to students, parents and their carers. The post holder will work closely with the Replacement Certificates team and also with the wider Customer Services in order to gain the skills needed within their role.

Purpose of the job

You will provide our customers with a dedicated resource responding to administrative queries about Edexcel and BTEC branded qualifications.

You will also ensure that all data about our customer queries is captured and will feed this information through to the business, pro-actively driving down our inbound communications and feeding in to initiatives designed to encourage customers to self-serve. These may including improving the information targeting students on Pearson websites and engaging with others around the business to encourage easier access to information.

Accountabilities

You will provide first-line support to students taking Pearson qualifications and their parents/carers. They should:

  1. Capture, categorise and respond to all inbound calls and emails, working across the business to resolve more complex questions or complaints.
  2. Manage and contribute to social media including blogs, Facebook, Twitter, and forums
  3. Provide a speedy, polite and professional response to live web chat
  4. Identify trends and common queries to feed into initiatives designed to pro-actively drive down inbound communications by encouraging self-service.
  5. Develop comprehensive knowledge of the Pearson products, services and the support materials available to understand and predict customer behaviour.
  6. Where appropriate, get involved in other customer support activities across the division to support wider business needs.

Challenges

The will need to quickly acquire an understanding of all our qualifications and processes across multiple systems. There are multiple communication channels to be monitored daily and these need to be cleared, with all service levels adhered to, in order to provide students with the level of support they would expect from us.

Qualifications

Pearson Core 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 and others

Additional Competencies

Essential:

  • Excellent communication skills - verbally and written
  • Works with a good degree of autonomy
  • Excellent people and team skills

Desirable :

  • Knowledge of Pearson qualifications offered in England, Wales and Northern Ireland
  • Experience of Project Management

Previous Experience

Essential:

  • Experience of Working in a customer facing role

Desirable:

  • Experience of handling/managing complaints
  • Experience within an awarding organisation across Operational or Customer Service focussed teams
  • Management of people or projects

IT Literacy

Essential:

  • Working knowledge of Microsoft Office (Word, Excel, outlook) and Google apps (Gmail, Docs, Calendar)
  • Social Media awareness

Desirable:

  • Ability to work on Internal IT systems including iSERIES, IQS, Pivotal CRM
  • Experience in Web design

Personal Style and Behaviour

An excellent team worker that has the ability to find solutions to problems and flag issues at the appropriate level. A hard worker that will improve the service offered to our customers by continuously requesting feedback and talking to them about their service needs.

Working pattern

The post holder will usually work 7.5 hours a day Monday to Friday (between the hours of 8 and 5) with a 30 minute lunch break.

During busy periods, the post holder may need to work additional hours (including weekends) and travel to other Pearson sites (e.g. London). The last three weeks of August form the team's peak period and leave will not usually be approved during this time.

This role is paying a starting salary of £19,000 pa.

#LI-KT1

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: Fixed Term

Job Type: Standard

Shift: Day Job

Job Posting: Jul 4, 2018

Job Unposting: Jul 15, 2018

Schedule: Full-time Regular

Req ID: 1809364

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled