At a Glance
- Tasks: Manage complex customer interactions on social media and complaints with care and professionalism.
- Company: Join Pearson, a leader in education and customer service excellence.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Be part of a dynamic team focused on quality and customer trust.
- Why this job: Make a real impact by shaping customer experiences and protecting our brand.
- Qualifications: Experience in handling sensitive customer issues and strong written communication skills.
The predicted salary is between 30000 - 40000 € per year.
Location: UK (Hybrid)
Function: Customer Service Excellence (CSX)
Reports to: Team Manager, Complaints & Social Media
About the Role
We’re looking for an experienced Complaints & Social Media Practitioner to join our central CSX team. This role plays a key part in ensuring complex, sensitive, or high‑visibility customer issues are handled consistently, fairly, and in line with Pearson’s standards. You’ll work across complaints and social media activity, using sound judgement to manage non‑standard cases, protect the Pearson brand, and ensure appropriate escalation of higher‑risk issues. This is a hands‑on, judgement‑led role with no people management responsibility.
Key Responsibilities
- Manage complex, sensitive, or non‑standard customer interactions across complaints and social media channels
- Apply professional judgement to assess, respond to, or escalate issues appropriately
- Handle public‑facing and reputationally sensitive social media interactions with care and consistency
- Work with Business Units to support effective resolution while maintaining central oversight
- Identify emerging themes, risks, or trends and contribute to insight and reporting
- Support consistent application of service standards, guidance, and escalation processes
- Provide informal support and guidance to colleagues handling defined queries
About You
- Experienced in handling complex customer issues, complaints, or sensitive public‑facing interactions
- Confident applying judgement in ambiguous or high‑pressure situations
- Strong written communication skills, particularly for customer or public channels
- Comfortable working across teams and stakeholders
- Organised, calm, and able to balance empathy, policy, and resolution
- Experience with social media platforms, complaints systems, or regulated environments is desirable.
Why Join Us?
At Pearson, we help people make progress through learning. In CSX, you’ll be part of a growing central team focused on quality, consistency, and customer trust — with opportunities to help shape how complaints and social media activity are handled across the organisation.
Specialist, Customer Experience (Social Media & Complaints) employer: Pearson
At Pearson, we pride ourselves on fostering a collaborative and inclusive work environment where every team member is valued. As a Specialist in Customer Experience, you'll benefit from our hybrid working model, allowing for flexibility while being part of a dynamic team dedicated to enhancing customer trust and satisfaction. With ample opportunities for professional growth and the chance to influence key processes, joining us means contributing to meaningful change in the education sector.
StudySmarter Expert Advice🤫
We think this is how you could land Specialist, Customer Experience (Social Media & Complaints)
✨Tip Number 1
Get your social media game on point! Make sure your profiles are professional and reflect your skills in customer experience. Engage with relevant content and showcase your expertise in handling complaints.
✨Tip Number 2
Network like a pro! Connect with people in the industry, especially those working at Pearson or similar companies. Attend events or webinars to meet potential colleagues and learn more about the company culture.
✨Tip Number 3
Prepare for interviews by practising common questions related to customer experience and social media management. Use real-life examples to demonstrate how you've handled complex situations in the past.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team at Pearson.
We think you need these skills to ace Specialist, Customer Experience (Social Media & Complaints)
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight your experience with complex customer issues and social media interactions. We want to see how your skills align with the role, so don’t hold back on showcasing your relevant experiences!
Show Off Your Writing Skills:Since strong written communication is key for this role, ensure your application is clear, concise, and free of errors. Use a friendly tone that reflects your personality while maintaining professionalism — we love a good balance!
Highlight Your Judgement Skills:This role requires sound judgement in high-pressure situations, so share examples of when you've successfully navigated tricky customer interactions. We’re keen to see how you handle ambiguity and make decisions under pressure.
Apply Through Our Website:We encourage you to apply directly through our website for a smoother process. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity in our Customer Service Excellence team!
How to prepare for a job interview at Pearson
✨Know Your Stuff
Before the interview, make sure you’re well-versed in Pearson’s customer service standards and how they handle complaints and social media interactions. Familiarise yourself with their brand voice and recent social media campaigns to show you’re genuinely interested.
✨Showcase Your Experience
Prepare specific examples from your past roles where you’ve successfully managed complex customer issues or sensitive interactions. Use the STAR method (Situation, Task, Action, Result) to structure your responses and highlight your judgement skills in high-pressure situations.
✨Demonstrate Empathy and Communication Skills
Since this role involves public-facing interactions, practice articulating your thoughts clearly and empathetically. You might be asked to respond to a mock complaint during the interview, so be ready to showcase your written communication skills and how you would handle sensitive topics.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions that show your interest in the role and the company. Inquire about how the team measures success in handling complaints or what challenges they currently face in social media interactions. This shows you’re thinking critically about the position.
