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Customer Services Specialist

5 months ago

Salford, United Kingdom Pearson Full time

**The Team**

The **Customer Services team (WBL & Private Colleges) **comprises of 16 members of staff across 2 teams based in Salford Quays. Our vision is that outstanding customer service becomes a source of sustainable competitive advantage for our business and the reason customers value what we do.

The Work Based Learning (WBL) Customer service team are a part of the wider Integrated Contact Centre (ICC) and provide support to training providers and employers across the UK. Our conversations with customers help to shape the products and services that we provide, and our unique perspective is integral when working with other teams across the business.

Working in the customer services team allows for collaborative engagement with a wide range of internal and external stakeholders and is a fantastic opportunity for someone to get a greater understanding of a large education organisation. We pride ourselves on our problem-solving skills and customer focused attitude; fantastic career attributes that can be developed by joining the Pearson Customer Services team.

**Key Accountabilities**:
Specific responsibilities include:

- Accountable for the successful delivery of individual performance goals based on divisional priorities
- Understanding and following business processes in a fast paced, and ever-changing industry.
- Participating within an inclusive team environment where every individual is encouraged to contribute to the success of the group.
- Supporting new customers when onboarding to Pearson, providing these accounts with a first class, reliable, and professional service.
- Develop a comprehensive knowledge of the Work Based learning sector and the associated qualifications that Pearson provide.
- Support with the administration of back-office functions including Customer Accreditation and finance receivables.
- Liaise with stakeholders to find customer focused resolutions to complex queries.
- Contribute to business improvement projects and look for opportunities to develop new processes.

**Key Challenges**:
A key challenge for the position holder will be their ability to operate within a highly commercial environment, quickly responding to customer needs whilst often relying on other areas of the business for solutions.
Key to this role will be the individual’s ability to balance the requirements and expectations of the customer whilst communicating these needs effectively to the rest of the business to produce the required results, often within an extremely short timeframe.

The position holder will also be required to demonstrate a strong depth of knowledge of Pearson products, services and technical content for which full training will be provided

The ability to communicate effectively with a variety of stakeholders will be beneficial. The individual will need to be able to adopt different communication styles and strategies to achieve results, drive forward internal and external relationships and always represent the Pearson Customer Service team appropriately. The ability to be empathetic to the needs of WBL customers and sales staff alike will be crucial to the success of this role.

**Core Competencies**:

- Providing a customer focused service
- Communicating with influence
- Working with others to achieve goals
- Delivering goals in a changing environment
- Taking a creative and innovative approach to work

**Additional Competencies**

Desirable:

- Commercially focused
- Self-motivated and pro-active
- Ability to remain calm under pressure
- A multi-tasker
- Ability to work independently as well as within in a team

**Education, Qualifications & Training**

Desirable:

- Business-related professional qualification
- Service-related professional qualification

Essential:

- Experience in a customer service environment

**Previous Experience**

Desirable:

- Face to face or contact centre/administration experience
- Educational customer service background

**IT Literacy**
Essential:

- Intermediate use of office packages

Desirable:

- CRM literate

**Behaviours**
Essential:

- Drive learner outcomes
- Be clear, honest and supportive
- Be responsible and accountable.

**Goals**
- We ask why. We challenge the status quo by challenging ourselves.
- We ask what if. We spark curiosity to innovate new possibilities for everyone.
- We earn trust. We build credibility by acting with integrity every day.
- We deliver quality. We hold our customers and consumers in the highest regard, and our work to the highest standards.
- We make our mark. We execute with speed and agility to leave a lasting impact on everyone we serve.

**Job Types**: Full-time, Permanent

**Salary**: From £21,000.00 per year

**Benefits**:

- Additional leave
- Company pension
- Cycle to work scheme
- Employee discount
- Private dental insurance
- Private medical insurance
- Referral programme
- Sick pay
- Store discount
- Wellness programme

Schedule:

- 8 hour shift
- Monday to Friday

Supplemental pay types:

- Ye