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Account Manager - Team Leader / Coach

Contract Type
Education, Media & Communications
Harlow, GBR
Expiry Date
Account Manager - Team Leader / Coach Description Division: Online Programme Management Location: Kao Park, Harlow, Essex About Pearson At Pearson, we’re committed to a world that’s always learning and t...

Job Description

Account Manager - Team Leader / Coach


Division: Online Programme Management

Location: Kao Park, Harlow, Essex

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.

The team

This is an outstanding opportunity to be part of an innovative new online learning service that Pearson has launched in the UK. Working in partnership with leading UK universities across the country, the OPM teams provide online learning services including marketing, student recruitment, course content development, training and ongoing student support. As a start up hungry unitevery member of our team responds positively to breaking new ground, and are willing to challenge current practice and to be challenged themselves.

The Student Success Team brief is to deliver best in class student support with the aim of achieving the highest levels of student satisfaction and retention from one module to the next.Our Student Success Advisors have the highly rewarding experience of becoming an extension of the university partnership they work with and being an expert in supporting students on the programmes they work with.

The job

As the Account Manager - Team Leader you would provide operational leadership, coaching and daily performance management of a team of student advisors inbound/outbound calls to achieve all student retention and student experience KPI’s. There is a careful balance to be struck and you will need to be able todemonstrate the ability to balance empathetic, pastoral student support and a performance orientation to deliver high retention numbers.

As well as being experienced in leading and managing a team and highly organised, you will be someone who enjoys working with people in a customer service/support capacity in a commercially focused environment.

Key responsibilities:

  • Achieve team annual and teaching period retention targets while maintaining a commitment to the ideal student experience
  • Lead the daily activities of a growing team of Student Success Advisors to ensure individual and team goals are achieved or exceeded
  • Deliver positive, compelling and regular leadership by being in and amongst your team whilst they interact with students and in 121s, team meetings etc.
  • Develop the strategy for increased volumes in student retention & refine process to improve efficiencies and output of the team
  • Coaching and training individuals to realise their full potential
  • Performance KPI management and forecasting
  • Develop first class quality student support in line with our Brand expectations and at scale through evolving best practice in welcome and rapport calls, welcome webinars, and through optimal contact plans throughout a teaching period, etc.
  • Manage student escalations effectively liaising with the Student Success Partner Liaison Manager
  • Recruit and induct new team members
  • Manage the team to store student data accurately and efficiently on our Salesforce CRM system, with a view to reducing process for optimal productivity

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.


What we are looking for in you


  • A strong understanding of sales with experience in understanding how student/customer retention is directly aligned to commercial and financial drivers
  • Substantial experience in being an exceptional leader within a successful inbound/outbound call environment
  • Extensive experience in a service delivery role
  • Experience recruiting and on-boarding new team members
  • Experience in training and coaching customer service and/or telephone sales people
  • Knowledge of, or experience in developing customer/student centric improvements
  • Experience in working with external partnerships or Stakeholders at a professional level
  • Ability to work flexibly and some weekend cover


  • Educated to degree level or equivalent professional qualifications
  • Experience in Student services/education liaison/student support/distance learners support/working in an education sector
  • Higher Education experience
  • Experience in Salesforce CRM

Primary Location: GB-GB-Harlow

Work Locations: GB-Harlow-Kao Park Kao Park London Rd Harlow CM17 9NA

Job: Learning Delivery

Organization: Core

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Apr 23, 2019

Job Unposting: May 7, 2019

Schedule: Full-time Regular

Req ID: 1901761

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.