Customer Experience Specialist

4 months ago

Oxford, United Kingdom Pearson Full time

Are you passionate about providing excellent customer service? Do you have a strong understanding of the customer journey? Are you proactive and adaptable?

If so, then we are looking for you to join our team as a **Customer Experience Specialist**

**About Pearson Clinical Assessment**

Pearson's Clinical Assessment group offers internationally recognised products and services to meet our varied customers' needs. We concentrate on merging innovation with quality test design to develop increasingly more effective tools for children and adults, educators and clinicians. Our customers are found in a variety of settings, including schools, colleges, universities and clinical settings (private practice, hospital/medical, prisons, clinics).

We have a comprehensive portfolio of research-based instruments assessments for psychologists, speech language therapists, occupational therapists, and related professionals that are valid, reliable and represent the highest technical quality in assessments today. These products include our gold-standard assessment contributions in cognitive/ability, memory, neuropsychology, behaviour, personality/psychopathology, achievement and speech/language. Noted brands include the Wechsler and Kaufman families of products, MMPI, BASC, CELF, and PLS.

**About The Team & Customer Experience Specialist Role**

Our Customer Experience Team are based in Oxford and are the face of our Clinical Assessments Organisation. They are responsible and accountable for ensuring ownership of excellent customer experience at every interaction by creating a hassle-free experience that supports both customer satisfaction and retention.

You will do this by determining what the customer’s query is, using effective probing questions and problem-solving skills to give them accurate and efficient guidance. This will include working to resolve complex and sometimes urgent queries.

**Objectives of the role and Who we are looking for**

You should display the skills needed to work as part of a team, work with multiple departments and show the initiative and confidence to work alone when required.

You will deliver quality service and meet our customers’ needs under pressure. The market is changing all the time and we need our people to be adaptable and proactively learn about and look to implement these changes.

**Qualifications/Experience**
- A background in Customer Service or the ability to display the required skills to assist in the delivery of excellent customer service experience.
- Experience of working in a team
- Salesforce CRM and/or Oracle experience is strongly preferred
- Microsoft Office experience
- Excellent communication skills
- Experience of dealing with unhappy/unsatisfied customers
- Problem solving
- Self-motivated individual with basic technology skills.
- Ability to recommend, position, upsell and cross-sell complimentary solutions and services
- Consistently meet role-specific Key Performance Indicators (KPIs)
- Education and/or Clinical Assessments Industry experience a plus

**Additional information**

The working hours are 7.5 hours a day, Monday - Friday. You’ll benefit from hybrid working once signed off, giving you the flexibility to work from home and the office. For this role, you will need to have a quiet place to work where you can focus on customer queries without background disruption.

This isn’t your average contact centre environment. There are no call scripts or unrealistic targets, we just want our friendly hard-working team to be the voice of Pearson and help us achieve our main goal in becoming the centre of excellence in customer service for our global company.

We consider all departments across the business as internal customers and aim to work collaboratively as One Pearson.

**Your Benefits & Reward**

We’ll expect a lot and we know you’ll do great work, so we give a lot back with some of the best benefits in the business Along with learning, development and mentoring opportunities, our range of benefits can support the different needs of our diverse colleagues, and their families too. Joining our Pearson family can provide you with unlimited and truly global career progression options, and you can also look forward to exploring our impressive benefits, such as:

- Flexible options for work from home days.
- A starting holiday of 25 days plus UK public holidays, and you’ll earn 1 additional day’s holiday per year you work with us.
- Generous pension scheme where we match and double what you contribute.
- Maternity, paternity, and family care leave as well as flexible work policies.
- Shares and stock purchase options.
- Healthcare and dental plans, and an employee wellbeing assistance programme for you and your family to help balance work, family and personal life.
- Cycle to work program, gym membership concessions in selected office locations, along with retail and leisure discounts.

**Our Recruitment Process**

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**What to expec

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