TOpS: Customer Support Tier 2 (SATS)

Location: Manchester, UK

Work Arrangement: Hybrid, 3-4x a week in office

About Pearson:

Pearson is a global education company committed to creating impactful learning experiences. With over 160 million users worldwide, we empower individuals throughout their lifelong learning journey. Our integrated portfolio of digital products supports people in the moments that matter.

Role Overview:

As Customer Support Tier 2, you will play a role in ensuring seamless customer experience for the SATs contract. The Customer Support Tier 2 role is responsible for supporting and monitoring our Tier 1 support agents, ensuring they deliver exceptional service to our customers in partnership with our outsourced BPO. This role acts as a bridge between frontline support and internal teams, identifying product and system issues that impact customer experience.

By working closely with Tier 1 agents, the Tier 2 specialist gathers insights into common customer challenges, escalates critical issues, and collaborates with cross-functional teams to drive improvements. A key part of this role is advocating for the customer, providing valuable feedback to both stakeholders across STA, Product, and Technology to enhance processes, optimize support strategies, and improve overall service quality.

We are looking for self-motivated, problem-solving, and curious individuals with strong critical thinking skills to join our Customer Support Tier 2 team. This role is key to ensuring excellent service delivery by supporting and monitoring our Tier 1 support agents in partnership with our outsourced BPO.

Key Responsibilities:

• Analyze and implement data to improve satisfaction, collaborating with teams to deliver process improvements.
• Deliver against agreed customer service Performance Indicators and Service Levels by working closely with the Tier 1 agents to ensure first contact resolution.
• Ensure timely and effective resolution of escalated customer issues.
• Triage more complex issues, gathering all necessary details before escalating to operations, markets, STA teams.
• Conduct quality checks on Tier 1 support agents to identify opportunities for improvement in systems, processes, and people.
• Ensure Tier 1 agents have the necessary training and resources to provide effective customer support.
• Collaborate with internal teams to streamline support processes and enhance efficiency.
• Monitor and drive improvements in Customer Satisfaction (CSAT) and Voice of the Customer (VOC) metrics.
• Identify trends and recurring customer pain points, providing insights to drive product and service enhancements.
• Identify opportunities for process improvements and efficiency gains.
• Conduct root cause analyses to identify and resolve underlying issues effectively.
• Foster effective, collaborative, and aligned ways of working between Tier 2 and Tier 1.
• Act as a liaison between customer support, operations and technology teams to ensure a seamless customer experience.
• Support the design and delivery of ongoing customer service training programs.

Skills:

• Strong communication and interpersonal skills.
• Be self-motivated.
• Strong problem-solving abilities.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint).
• Excellent organizational skills with great attention to detail.
• Adaptable and able to work flexibly in a dynamic environment.
• Ability to work independently and collaboratively in a team setting.
• Proactive in identifying and implementing process or system improvements.

Desirable Qualifications:

• Prior experience in education assessments (e.g., SATs) is advantageous.
• Diploma or degree is advantageous.
• Background in customer service or continuous improvement roles.
• Knowledge of customer satisfaction metrics and tools.

Job Location and Hours:

This role is aligned to one of the following Pearson office: Manchester - The Lighthouse 14, Salford Quays, Manchester, M50 3BF. We work a hybrid 37.5-hour week, with all our team free to flex their day around our core hours, which are Monday to Friday, 10 to 4 GMT/BST. School runs, etc can be accommodated. Other flexible working patterns can be considered, including part-time working and non-traditional hours. As we regularly work with global teams, particularly in India and the US, there may be the occasional need to accommodate meetings outside of core hours.

Your benefits and rewards:

• 25 Days annual leave (increasing by 1 day with every year of continuous service up to 30 days); annual leave trading, +/- 5 days Annual Bonus.
• Private Pension plan scheme where we pay in double what you contribute, up to 16% depending on your age.
• Private medical and dental care insurance options, plus free eye tests.
• Stock/share purchase options.
• Maternity, paternity, and family care leave as well as flexible working policies.
• An employee wellbeing assistance programme.
• Cycle to work program, volunteering days, gym membership concessions in selected office locations, along with retail and leisure discounts.

Diversity and Inclusion at Pearson:

Pearson is committed to the Race Charter, pledging to ACT ON for a more inclusive workplace. Recognized by Stonewall in the Top 100 LGBTQ+ Employers, we achieved 100% on the Human Rights Campaign Foundation's CEI Index in 2020. Additionally, we're on the Disability Equality Index and Bloomberg Gender Equality Index, hold Investors in People Gold, and are recognized as a Working Mums Top Employer and Age Positive employer.