At a Glance
- Tasks: Deliver exceptional customer service and support learners with their queries.
- Company: Join Pearson, the world's leading learning company, dedicated to making a difference.
- Benefits: Enjoy 25 days annual leave, private medical cover, and a hybrid working model.
- Other info: Great opportunities for career growth and development in a dynamic environment.
- Why this job: Be part of a supportive team and help shape learning experiences globally.
- Qualifications: Customer service experience and a passion for helping others are essential.
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 into.
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. If you’re interested in the International Team, please mention this in your application.
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.
Who we are
At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are.
Senior Customer Services Specialist – Hybrid (Education) 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 in the education sector. With competitive benefits, including a generous annual leave policy and hybrid working options, joining Pearson means becoming part of a global organisation dedicated to transforming lives through learning.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Services Specialist – Hybrid (Education) in Manchester
✨Tip Number 1
Get to know Pearson! Research the company culture, values, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your customer service skills! Think about how you would handle various scenarios, especially those related to education. Role-playing with a friend can help you feel more confident during interviews.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend events where Pearson is present. Building relationships can give you insider info and might even lead to a referral.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and serious about joining the Pearson family.
We think you need these skills to ace Senior Customer Services Specialist – Hybrid (Education) in Manchester
Some tips for your application 🫡
Show Your Customer Service Skills:Make sure to highlight your previous customer service experience or any transferable skills in your application. We want to see how you’ve helped others and solved problems in the past!
Tailor Your Application:Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the specific requirements of the Senior Customer Services Specialist role. We love seeing genuine interest and effort.
Be Clear and Concise:When writing your application, keep it clear and to the point. We appreciate well-structured responses that get straight to the heart of your experience and skills. Avoid fluff and focus on what matters!
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’s super easy!
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 outstanding service looks like, especially in an educational context. Be ready to share examples of how you've handled customer queries or resolved issues in the past.
✨Familiarise Yourself with Pearson
Do some research on Pearson and its role in the education sector. Knowing their products, services, and recent developments will show your enthusiasm and help you answer questions more effectively. It’s all about demonstrating that you’re genuinely interested in being part of their mission.
✨Prepare for Scenario Questions
Expect to face scenario-based questions during the interview. Think about how you would handle specific customer situations, such as a frustrated learner or a complex certification query. Practising these responses can help you articulate your problem-solving skills clearly.
✨Show Your Adaptability
In a fast-paced environment like this, adaptability is key. Be prepared to discuss times when you've had to adjust quickly to changes or learn new systems. Highlighting your ability to stay calm under pressure will resonate well with the interviewers.
