At a Glance
- Tasks: Provide expert support and resolve complex customer queries in a dynamic clinical environment.
- Company: Join a leading company dedicated to innovative customer service solutions.
- Benefits: Enjoy competitive pay, flexible working options, and comprehensive benefits tailored for you.
- Other info: Be part of a diverse team with opportunities for growth and development.
- Why this job: Make a real difference by helping customers navigate clinical products and solutions.
- Qualifications: 2-3 years in customer service, strong communication skills, and digital literacy required.
The predicted salary is between 30000 - 40000 £ per year.
Provide escalated support to the first line team, resolving complex customer queries by phone and email. This position requires the Specialist, Customer Experience (Clinical) to become well versed in our products, solutions, and systems-beyond basic features and benefits-as they work closely with customers to determine optimal solutions to meet their needs.
Key Responsibilities
- Act as the escalation point for the first-line team, resolving complex customer queries via phone and email.
- Provide expert support across clinical products, Q-interactive (QI), Q-global, and associated systems, with deep knowledge beyond basic features and benefits.
- Manage and support QI trials, including customer setup, guidance, and issue resolution.
- Oversee training provisioning, ensuring accurate enrolment, access to materials, and end-to-end customer readiness.
- Deliver Digital Success for Q customers, supporting adoption, optimal usage, and positive ongoing engagement.
- Work closely with customers to understand needs and recommend optimal clinical and digital solutions.
- Collaborate with Tier 1, Product, Sales, Technical Support, and Operations to resolve escalations end-to-end.
- Handle sensitive or high-impact cases professionally, ensuring timely resolution and excellent customer experience.
- Identify trends, recurring issues, and knowledge gaps, contributing to continuous improvement and team training.
- Mentor and upskill first-line colleagues to reduce repeat escalations and improve first-contact resolution.
- Support UK customers as primary focus, with dotted-line support to Belgium, Netherlands, Sweden, Norway, Denmark customer service teams as required.
Required Skills and Competencies
- Customer Service (Capable)
- Communication Skills (Capable)
- Empathy (Effective)
- Quality Driven Personality (Effective)
- Analytical Skills (Capable)
- Customer Satisfaction (Capable)
- Digital Literacy (Capable)
- Strategic Thinking (Capable)
- Active Listening (Capable)
- Adaptability (Capable)
- Artificial Intelligence (Capable)
- Business Relationship Management (Capable)
- Goal Oriented (Effective)
- Resilience (Effective)
- Problem Solving (Capable)
Qualifications (Education & Experience)
- 2-3 years' experience in customer service or related field
- Familiarity with NHS processes, digital tools, and regulatory requirements
- Strong written and verbal communication skills
- Experience working with Oracle and Salesforce.
- Ability to work in UK hours.
- Experience working in a remote/ virtual environment.
Your rewards & benefits
We know you'll do great work, so we give a lot back with some of the best benefits in the business. We know one size doesn't fit all, so our workplace programs meet the different needs of our diverse teams, and their families too.
Please see our attractive UK benefits here: Pearson Jobs - Benefits
Equal Opportunity Statement
Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.
If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing.
Advanced Associate, Customer Services (Clinical UK) in London employer: Pearson
At Pearson, we pride ourselves on being an exceptional employer, offering a supportive work culture that prioritises employee growth and development. As an Advanced Associate in Customer Services (Clinical UK), you will benefit from comprehensive training, mentorship opportunities, and a diverse range of benefits tailored to meet the needs of our team members. Our commitment to inclusivity and equal opportunity ensures that every employee can thrive in a dynamic environment while making a meaningful impact on customer experiences across the UK.
StudySmarter Expert Advice🤫
We think this is how you could land Advanced Associate, Customer Services (Clinical UK) in London
✨Tip Number 1
Get to know the company inside out! Research their products, services, and values. This way, when you chat with them, you can show off your knowledge and how you can contribute to their goals.
✨Tip Number 2
Practice your communication skills! Since this role involves resolving complex queries, being clear and concise in your conversations is key. Try role-playing with a friend or family member to boost your confidence.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining our team at StudySmarter.
We think you need these skills to ace Advanced Associate, Customer Services (Clinical UK) in London
Some tips for your application 🫡
Know the Role Inside Out:Before you start writing, make sure you really understand what the Specialist, Customer Services (Clinical UK) role is all about. Dive into the job description and highlight key responsibilities and skills that resonate with your experience. This will help you tailor your application to show us you're the perfect fit!
Showcase Your Communication Skills:Since this role involves a lot of customer interaction, it's crucial to demonstrate your strong written communication skills. Use clear and concise language in your application, and don’t forget to sprinkle in some examples of how you've effectively communicated with customers in the past.
Highlight Relevant Experience:Make sure to emphasise any previous experience you have in customer service or related fields. If you've worked with NHS processes or digital tools like Oracle and Salesforce, shout about it! We want to see how your background aligns with what we need.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about StudySmarter and what we stand for!
How to prepare for a job interview at Pearson
✨Know Your Products Inside Out
Before the interview, make sure you have a solid understanding of the clinical products and systems mentioned in the job description, like Q-interactive and Q-global. Familiarise yourself with their features and benefits, as well as any common customer queries related to them.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experience where you've successfully resolved complex customer issues. Highlight your analytical skills and how you approached these challenges, as this will demonstrate your capability to handle escalated queries effectively.
✨Emphasise Communication and Empathy
Since this role requires excellent communication skills and empathy, think of instances where you've had to communicate sensitive information or support customers through difficult situations. Be ready to discuss how you ensure a positive customer experience.
✨Be Ready to Collaborate
The job involves working closely with various teams, so be prepared to talk about your experience in collaborative environments. Share examples of how you've worked with different departments to resolve issues or improve processes, showcasing your adaptability and teamwork skills.
