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