Customer Service Administrator
6 months ago
Assessment & Qualifications has been a pioneer in the computer-based testing industry for decades, delivering more than 19 million certification and licensure exams annually in every industry from academia and admissions to IT and healthcare. Our mission is to deliver high-stakes exams that help industries advance their professions and safeguard their communities across the globe.
We are the global leader in developing and delivering high-stakes exams via the world's most comprehensive network of nearly 20,000 highly secure test centers in addition to online testing in over 188 countries. Our leadership in the assessment industry is a result of our collaborative partnerships with a broad range of clients, from leading technology firms to government and regulatory agencies.
**Business Area Overview**:
The eProcessing team is part of the Assessment & Qualifications division, and is responsible for ensuring accurate and timely registrations, entries, results and certification for our customers. The team also provides expert advice on complex entry and registration issues for the first line customer service teams.
This role is required to be on-site in out Rotherham, South Yorkshire, United Kingdom office.
**About the Role**
Reporting to a team manager, the purpose of this role is to complete and quality check key back office activities which underpin the entry and registration transactions. The post holder will also provide second line support to our customer service teams and to customers in examination centres with complex issues relating to our processes.
**_Key Responsibilities include:_**
- Ensure a high standard of customer service at all times
- Develop and maintain a professional working relationship with internal and external customers
- During peak processing periods lead a team of temporary staff in line with Pearson’s policies, procedures and values
- Deliver processes to meet service level agreements
- Effectively escalate and issues to the team manager
- Complete quality checks of results data to support the delivery of accurate results
- Participate in regular team communication to review progress
- Carry out other duties as directed by management. This may include working from other local facilities and supporting other teams across the business
**Process Specific**:
- Resolve queries received from customer and first line customer service teams
- Support the accurate, complete and timely delivery of certificates to customers
- Co-ordinate the production of early certificates for customers when required
- Provide second line support to the customer service teams on a range of queries including system related queries
**About You**
**_Your Core Experience & Education:_**
- Educated to GCSE level minimum of English and Mathematics or equivalent
- Good PC and Office suite skills, including intermediate skills in MS Excel
- Demonstrate ability to multi-task and involvement in delivery of multiple activities
- Experience in managing own time
- Previous experience working with Oracle systems (IQS) and AS400/iseries and within and Awarding Body are desirable but not essential
**Your rewards & benefits**
We know you’ll do great work, so we give a lot back with some of the best benefits in the business. We know one size doesn’t fit all, so our workplace programs meet the different needs of our diverse teams, and their families, too. We offer:
- A competitive salary
- 25 days annual leave, which increases by 1 day each year up to 30 days (with the option to buy and sell up to 5 days per year on top of this)
- A fantastic pension plan, where Pearson doubles what you contribute
- Other benefits, including private dental care, private medical insurance, digital GP service, season ticket loan, eye tests, cycle to work scheme, volunteering days, employee wellbeing assistance, discounted retail and leisure products, services from leading companies and much more. See our options here: Pearson Jobs - Benefits
**What to expect from Pearson**
Did you know Pearson is one of the 10 most innovative education companies of 2022?
At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.
We value the power of an inclusive culture and also a strong sense of belonging. W
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