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Subject Advisor (Health & Social Care and Childcar

Reference
2002006
Contract Type
Permanent
Sector
Education, Media & Communications
Location
London, GBR
Expiry Date
03/03/2020
Subject Advisor (Health & Social Care and Childcare) Description Job Description Subject Advisor - Health and Social Care/Early Years/Child Development Contract Type Permanent Position Type Full Time ...

Job Description

Subject Advisor (Health & Social Care and Childcare)

Description

Job Description

Subject Advisor - Health and Social Care/Early Years/Child Development

Contract Type

Permanent

Position Type

Full Time

Location

London 190 High Holborn

Country

United Kingdom

Experience, Skills and Qualifications

The role of the Subject Advisor for Health and Social Care and the Early Years requires a good understanding of the education system and the role of the teacher/tutor/assessor within secondary schools, FE and training centres. In addition, the role requires a working knowledge of the subject area, as well as an understanding that changes within the sector such as to the curriculum and legislation mean that centres require frequent updates. It is expected that you will have appropriate teaching/subject specific qualifications and have teaching experience of both the Health and Social Care and Early Years sectors having worked in education and/or within a Health and Social Care and/or Early Years setting. Most of the qualifications we offer are in Health and Social Care. Having training, teaching and work experience in this area is therefore most important.

Company Overview

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 reexamining 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.

Business Area Overview

At Pearson, we take learning personally. Our courses and resources are available in print, online and through multi-lingual packages, helping people learn whatever, wherever and however they choose.

Pearson is the world’s leading learning company. Our education imprints combine 150 years of experience with online support for every learner. We are also part of the wider Pearson family which includes Penguin and Dorling Kindersley.

We provide education and assessment services in over 75 countries. Products such as MyLabs are changing education practice worldwide.

Every day our work helps learning flourish, and wherever learning flourishes, so do people.

Position Description

This role is a permanent contract.

  1. To service all inbound teaching queries via email, telephone, online communities, social media and live chat from the key customer segment of teachers and, in so doing, defend our market share
  2. To capture the knowledge gained from the breadth and depth of enquires to help inform the business internally about the requirements of the customer and the performance of Pearson UK products and services
  3. To provide a best-in-class outbound information service to current customers to assist in reducing churn/switching and improving product performance
  4. To build close, rich relationships with our customers and a reputation for superior customer service to reinforce switching costs.
  5. To act as the public face and a focus of expertise for their own subject both to customers and within the business.

Key Responsibilities

The Subject Advisor has accountability for both external and internal customer service delivery for a designated subject(s) or sector(s).

The subject Advisor will:

  • Be the ‘face’ of the subject and the first point of contact for teachers via email, telephone, live chat and social media
  • Establish and manage subject communities on OneCRM
  • Provide live online subject-specific support sessions for teachers
  • Manage, review and fully utilise the first line queries into the business in order to find customer solutions or pro-actively feed back across the teaching community
  • Manage the “Ask the Expert“ team for their subject to ensure a responsive service
  • Seek contact with customers in centres and at events (such as launch and training events, local network events, conferences and examiner meetings)
  • Lead virtual subject teams within Pearson and build relationships with key internal and external stakeholders
  • Edit and author a subject area on the Edexcel website and author monthly email updates
  • Lead on and review all (subject specific) Social Media content including the use of facebook and Twitter
  • Respond to teacher queries received on Live Chat
  • Respond to teacher telephone calls and manage cases created in OneCRM
  • Update and advise the wider customer services team, business managers and regional staff on developments in the subject area
  • Contribute to root-cause analysis of important issues around customer enquiries
  • Analyse trends in customer contacts, recommending and implementing pro-active solutions for providing information to customers such as the use of short videos and ‘shift-left’ approaches
  • Keep abreast of developments in education generally and in their subject area specifically
  • Engage in continual professional development to ensure their subject knowledge is up-to-date

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

Education and Training Requirements

  • Degree level education or equivalent
  • Sound understanding of Health & Social Care and Childcare qualifications across all sectors, ideally those offered by Pearson.
  • Good understanding of the educational environment in the UK and internationally.
  • Teaching qualification and experience (desirable)

Primary Location: GB-GB-London

Work Locations: GB-London-190 High Holborn 190 High Holborn London WC1V 7BH

Job: Customer Service

Organization: Technology & Operations

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Feb 11, 2020

Job Unposting: Mar 12, 2020

Schedule: Full-time Regular

Req ID: 2002006

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.