Customer Services Specialist

Job description

Pearson is a global leader in education, dedicated to helping people make progress in their lives through learning. With a strong presence in the UK and internationally, Pearson supports schools, colleges, and learners with qualifications that are recognised and respected worldwide. The company fosters a culture of inclusion, collaboration, and continuous development, offering employees the opportunity to thrive both professionally and personally.Location Salford Quays, ManchesterHybrid working model: work from home and onsite once signed offEmployment Type Full-time | Permanent37.5 hours per weekShifts: Weekly rotation between 8:00 AM – 5:00 PM, Monday to FridaySalary and Benefits Starting salary: £24,570 per annumAnnual performance bonus25 days annual leave (increasing to 30 days with service)Option to buy or sell up to 5 days of leave per yearDouble pension contributions from PearsonPrivate medical and dental insuranceDigital GP service and eye testsCycle to work schemeDiscounts on retail and leisure productsInclusive and diverse work environmentJob Summary Pearson is seeking a Customer Services Specialist to join its dynamic team in Manchester. In this role, you'll be the first point of contact for customers, handling queries via phone, email, and live chat. You'll assist with registration, certification, and resolving complex issues related to Pearson qualifications.This is not your average contact centre role—there are no scripts or unrealistic targets. Instead, you'll be empowered to deliver outstanding support and be the voice of Pearson. The ideal candidate is adaptable, proactive, and passionate about customer service, with the ability to work independently and collaboratively.Key Responsibilities Respond to customer queries via phone, email, and live chatSupport customers with registration, certification, and qualification-related issuesResolve complex and urgent queries with professionalism and empathyCollaborate with internal departments to ensure seamless service deliveryMaintain accurate records and follow up on customer interactionsAdapt to changes in the education sector and stay informed on updatesProvide feedback to improve processes and customer experienceRequired Skills and Qualifications Background in customer service or ability to demonstrate relevant skillsExcellent communication skills (written and verbal)Basic proficiency in Microsoft Word and ExcelStrong problem-solving skills and self-motivationAbility to work in a team and independentlyAdaptability to sudden changes in the education systemRight to work in the UKPreferred Experience Experience managing high-volume live chat interactionsFamiliarity with the education sector or qualification administrationWhy Join Pearson? Be part of a team that supports over 80 colleagues in delivering globally recognised qualificationsWork in a supportive, inclusive environment that values diversity and personal growthAccess ongoing training and development opportunitiesEnjoy a flexible hybrid working model and a vibrant office location in Salford QuaysHow to Apply If you're passionate about delivering exceptional customer service and thrive in a dynamic environment, Pearson invites you to apply. Click here to submit your application and ensure you meet the eligibility criteria.

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Extra information

Status

Closed

Education Level

Secondary School

Location

Manchester

Type of Contract

Full-time jobs

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English