Customer Experience Specialist

**Role: Customer Experience Specialist**

**About Pearson**

We are the world’s learning company with more than 22,500 employees operating in 70 countries. We combine world-class educational content and assessment, powered by services and technology, to enable more effective teaching and personalized learning at scale. We believe that wherever learning flourishes so do people. 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 re-examining 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.

At Pearson, we believe in the power of difference. Harnessing the unique skills, perspectives, and backgrounds of every employee helps us foster innovation and create the most effective solutions for learners around the world. That’s why we’re committed to ensuring that diversity and inclusion are embedded into everything we do. We foster a work environment that’s inclusive and diverse — and where our people can be themselves — so we can reflect the customers and learners we serve.

Pearson is delighted to be committed to the Race Charter, and to be confirmed by Stonewall in the Top 100 Employers LGBTQ+ employers in the UK. We are a Disability Confident committed employer and were recognised in the Best Employers for Diversity 2019 awards. We are featured on The Forbes list of Best D&I Employers and are a Working Mums Top Employer and Age Positive employer. Pearson is listed on both the London and New York Stock Exchanges (UK: PSON; NYSE: PSO). We are proud to offer an exceptional and supportive environment to develop your professional career

**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**

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