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- Tasks: Join our team as a Customer Service Specialist, supporting schools and colleges with their queries.
- Company: Pearson is the world's leading learning company, dedicated to helping everyone achieve their potential through education.
- Benefits: Enjoy 25 days annual leave, a fantastic pension plan, and discounts on retail and leisure products.
- Why this job: Be part of a dynamic team that values innovation and inclusivity while making a real impact in education.
- Qualifications: Customer service experience or skills, teamwork ability, and adaptability to changing educational needs are essential.
- Other info: Hybrid working options available after probation; no call scripts or unrealistic targets here!
The predicted salary is between 28800 - 43200 £ per year.
Learning is the most powerful force for change in the world. More than 20,000 Pearson employees deliver our products and services in nearly 200 countries, all working towards a common purpose – to help everyone achieve their potential through learning. We do that by providing high quality digital content and learning experiences, as well as assessments and qualifications that help people build their skills and grow with the world around them. We are the world’s leading learning company. Learn more at
The Team
Our Customer Services team in Manchester is made up of 80 friendly, hardworking, and customer-focused colleagues. We support Schools and Colleges in the UK and internationally to deliver our globally recognized qualifications.
Customer Services Specialist Advisor
Location: Salford Quays (close to Media City), Manchester
- Work Setup: Office based with an option to move to Hybrid working, giving you the flexibility to work from home and the office on completion of training, probation and demonstrating the ability to manage customer queries independantly.
(Please note hybrid working will only be available once a minimum 3 month probation has been passed and signed off by a manager.)
Shifts: hour shifts between the hours of 8am – 5pm Monday to Friday (on a weekly shift rotation)
Who are we looking for?
We’d like to hear from you if you have a background in Customer Service or the skills to demonstrate you can offer outstanding service to our customers. We’re looking for people who will thrive working as part of a team. You’ll be comfortable speaking with multiple departments and show the initiative and confidence to work independently when needed.
You will be delivering outstanding service to meet our customers’ changing needs under pressure. The education sector is constantly evolving, and we need our team to be adaptable and dynamic to take on new information quickly. Our Customer Service Specialist Advisors are the first point of contact for our customers, answering queries by phone, email and live chat.
You’ll be the expert who’s on hand to support them with any queries relating to the administration and delivery of Pearson qualifications. This could be when registering learners, right through to certification. We’re looking for problem-solvers that won’t be daunted when things go wrong, and with training will be comfortable resolving complex and urgent queries.
This isn’t your average contact centre environment. We don’t have any call scripts or unrealistic targets; we just want our customer service team to offer outstanding support and be the voice of Pearson.
Experience
A background in Customer Service or the ability to display the required skills to deliver excellent customer service. .
Experience of working in a team
Basic MS Word and Excel
Experience of dealing with unhappy/unsatisfied customers
Adaptable to sudden changes within the educational system, and being flexible to meet our customer and business needs throughout the academic year
Self-motivated
These are some of the benefits that we offer that you can look forward to:
25 Days annual leave, this 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 double what you contribute.
Season ticket loan, cycle to work scheme
Discounted retail and leisure products and services from leading companies and much more.
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. You can learn more about our diverse and inclusive culture here:
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!
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 value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.
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Created on 22/06/2025 by TN United Kingdom
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Customer Service Specialist employer: Pearson
Contact Detail:
Pearson Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Specialist
✨Tip Number 1
Familiarise yourself with Pearson's products and services. Understanding the qualifications and learning experiences they offer will help you answer customer queries more effectively and demonstrate your commitment to the role.
✨Tip Number 2
Practice your communication skills, especially in handling difficult situations. Role-playing scenarios with friends or family can prepare you for the types of customer interactions you might face as a Customer Service Specialist.
✨Tip Number 3
Showcase your adaptability by discussing past experiences where you've successfully navigated change. This will highlight your ability to thrive in the dynamic educational environment Pearson operates in.
✨Tip Number 4
Network with current or former employees on platforms like LinkedIn. They can provide insights into the company culture and expectations, which can be invaluable during your interview process.
We think you need these skills to ace Customer Service Specialist
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Customer Service Specialist position. Understand the key responsibilities and required skills, such as adaptability, problem-solving, and customer service experience.
Tailor Your CV: Customise your CV to highlight relevant experience in customer service. Use specific examples that demonstrate your ability to handle queries, work in a team, and adapt to changing situations, as these are crucial for this role.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for education and customer service. Mention why you want to work for Pearson and how your skills align with their mission to help everyone achieve their potential through learning.
Proofread Your Application: Before submitting, carefully proofread your application materials. Check for spelling and grammatical errors, and ensure that all information is clear and concise. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Pearson
✨Show Your Customer Service Skills
Make sure to highlight your previous experience in customer service. Share specific examples of how you've handled difficult situations or resolved customer complaints effectively.
✨Demonstrate Adaptability
The education sector is always changing, so be prepared to discuss how you've adapted to new challenges in the past. This could include learning new systems quickly or adjusting to sudden changes in procedures.
✨Be a Team Player
Since the role involves working closely with colleagues, emphasise your ability to collaborate and support team members. Share instances where teamwork led to successful outcomes.
✨Prepare for Common Scenarios
Think about common customer queries you might encounter in this role and prepare responses. This will show that you're proactive and ready to tackle the challenges of the position.
