At a Glance
- Tasks: Deliver exceptional customer service via phone, email, and live chat.
- Company: Join Pearson, the world's leading learning company with a supportive culture.
- Benefits: Enjoy 25 days annual leave, private medical cover, and hybrid working options.
- Other info: Dynamic team environment with excellent training and career growth opportunities.
- Why this job: Make a real impact in education while growing your career in a global organisation.
- Qualifications: Customer service experience or transferable skills; enjoy problem-solving and helping others.
The predicted salary is between 26228 - 26228 € per year.
Location: Salford Quays, Manchester (Hybrid)
Salary: £26,228 + Annual Performance Bonus
About Pearson
At Pearson, we help people realise the life they imagine through learning. As the world’s leading learning company, we support millions of learners globally through digital learning, qualifications, assessments, and education services across nearly 200 countries. Learning is at the heart of everything we do — and our people are what make the difference. We’re passionate about creating an inclusive, collaborative workplace where everyone can grow, develop, and make a real impact.
The Opportunity
We’re looking for enthusiastic and customer-focused individuals to join our Customer Services team in Manchester. As an Advanced Associate, Customer Services, you’ll be the first point of contact for customers, supporting schools, colleges, and learners with queries relating to Pearson qualifications. You’ll handle a variety of enquiries via phone, email, and live chat, helping customers with everything from learner registrations to certification and complex issue resolution. This is a fast-paced, rewarding role where no two days are the same.
What You’ll Be Doing
- Delivering outstanding customer service across phone, email, and live chat
- Supporting customers with qualification administration and certification queries
- Resolving complex customer issues with confidence and empathy
- Working collaboratively with internal teams across Pearson
- Building strong relationships with schools, colleges, and centres
- Keeping up to date with changes across the education sector
- Representing Pearson at customer and centre network events once established in role
What We’re Looking For
- Have previous customer service experience or transferable customer-facing skills
- Enjoy helping people and solving problems
- Are confident communicating both verbally and in writing
- Work well both independently and as part of a team
- Are comfortable using multiple systems and digital platforms
- Stay calm and professional under pressure
- Are adaptable, motivated, and eager to learn
Desirable (but not essential):
- Experience within education or teaching
- Experience managing live chat support
- Additional languages alongside English (particularly for our International team)
- Awareness or interest in AI-enabled customer service tools
Working Hours – We’re hiring across 2 different teams (Both based in our Manchester office), but the hours may vary depending on which team you’d fall in to.
- UK Team: 37.5 hours per week Monday to Friday Rotating shifts between 8am – 5pm
- International Team (Still MCR Based): Rotating shifts between 8am – 5pm, Monday to Friday. Occasional Sunday working may be required. Where a Sunday is worked, the Friday before will be given as a rota day off.
Why Join Pearson?
You’ll be joining a friendly and supportive team of over 80 colleagues based in Manchester who are passionate about delivering exceptional customer experiences. We offer fantastic opportunities for development, training, and long-term career growth within a global organisation.
Our Benefits Include:
- 25 days annual leave (increasing up to 30 days)
- Option to buy or sell up to 5 additional days leave
- Excellent pension scheme with matched contributions
- Private medical and dental cover
- Digital GP and wellbeing support
- Cycle to work scheme
- Volunteering days
- Retail and leisure discounts
- Hybrid working model
We’d love to hear from you! If you’re passionate about delivering exceptional customer service and want to be part of a supportive, global organisation where you can grow your career, we encourage you to apply today. Join Pearson and help us create learning experiences that make a real difference to people’s lives.
Advanced Associate, Customer Service in Manchester employer: Pearson
At Pearson, we pride ourselves on being an exceptional employer, offering a vibrant and inclusive work culture in the heart of Salford Quays, Manchester. Our commitment to employee growth is reflected in our extensive training opportunities and supportive team environment, where you can thrive while making a meaningful impact on learners' lives. With competitive benefits such as a generous annual leave policy, private medical cover, and a hybrid working model, Pearson is dedicated to fostering a rewarding career for all our employees.
StudySmarter Expert Advice🤫
We think this is how you could land Advanced Associate, Customer Service in Manchester
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Pearson and their values. This will help you connect your experiences to what they care about, showing that you're not just another candidate.
✨Tip Number 2
Practice makes perfect! Run through common customer service scenarios and how you'd handle them. This will boost your confidence and help you articulate your problem-solving skills during the interview.
✨Tip Number 3
Be yourself! Pearson values authenticity, so don’t be afraid to let your personality shine through. Share your passion for helping others and how you can contribute to their mission of supporting learners.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining the team at Pearson. Don’t miss out on this opportunity!
We think you need these skills to ace Advanced Associate, Customer Service in Manchester
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Advanced Associate role. Highlight your customer service experience and any relevant skills that match what we’re looking for. This shows us you’re genuinely interested in the position!
Showcase Your Communication Skills:Since this role involves a lot of communication, be sure to demonstrate your verbal and written skills in your application. Use clear, concise language and maybe even share examples of how you've successfully resolved customer issues in the past.
Be Yourself:We want to get to know the real you! Don’t be afraid to let your personality shine through in your application. Share your passion for helping others and any experiences that reflect your adaptability and eagerness to learn.
Apply Through Our Website:For the best chance of success, make sure to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Pearson
✨Know Your Customer Service Basics
Brush up on your customer service principles before the interview. Understand what makes great customer service and be ready to share examples from your past experiences. This will show that you’re not just familiar with the role but also passionate about delivering exceptional service.
✨Familiarise Yourself with Pearson
Do some research on Pearson and its offerings. Knowing about their qualifications, services, and recent developments in the education sector will help you answer questions confidently and demonstrate your genuine interest in the company.
✨Prepare for Scenario Questions
Expect scenario-based questions where you’ll need to demonstrate how you would handle specific customer issues. Think of a few examples where you successfully resolved complex problems or provided outstanding support, and be ready to discuss them in detail.
✨Show Your Adaptability
Since this role involves handling various enquiries and working under pressure, be prepared to discuss times when you adapted to changing situations. Highlight your ability to stay calm and professional, as well as your eagerness to learn new systems and tools.
