Position Title: Advanced Associate, Professional Services (Customer Service Advisor)

Business Area Overview:

The eProcessing team is part of the Assessment & Qualifications division, and is responsible for ensuring accurate and timely registrations, entries, results and certification for our customers. The team also provides expert advice on complex entry and registration issues for the first line customer service teams.

Position Description:

Role  Specific:

Reporting to a team manager, the purpose of this role is to complete and quality check key back office activities which underpin the entry and registration transactions. The post holder will also provide second line support to our customer service teams and to customers in examination centres with complex issues relating to our processes.

Key Accountabilities:

Ensure a high standard of customer service at all timesLiaise with customer and customer service teams by phone, Microsoft Teams and emailDevelop and maintain a professional working relationship with internal and external customersDuring peak processing periods lead a team of temporary staff in line with Pearson’s policies, procedures and valuesDeliver processes to meet service level agreementsEffectively escalate and issues to the team managerComplete quality checks of results data to support the delivery of accurate resultsParticipate in regular team communication to review progressCarry out other duties as directed by management. This may include working from other local facilities and supporting other teams across the businessProcess Specific:Resolve errors in candidate registration and entry data received from customersResolve queries received from customer and first line customer service teamsSupport the accurate, complete and timely delivery of certificates to customersCo-ordinate the production of early certificates for customers when requiredProvide second line support to the customer service teams on a range of queries including system related queries

Skills/Qualifications:

Individual Core Competencies:

Provide a customer focused serviceCommunicate with influenceWork with others to achieve goalsDeliver goals in a changing environmentTake a creative and innovative approach to workMaximize potential in self and othersAdditional Competencies:Inspire and foster team commitment, spirit, pride and trustFacilitate co-operation and motivate team members to accomplish group goalsMake effective and timely decisionsPerceive the impact and implications of decisionsIdentify and analyze problemsMake recommendations for alternative solutions

 

Education:

Essential:

Educated to GCSE level minimum of English and Mathematics or equivalentGood PC and Office suite skills, including intermediate skills in MS Excel

Desirable:

Previous experience working with Oracle systems (IQS) and AS400/iseries

Previous Experience:

Essential:

Demonstrate ability to multi-task and involvement in delivery of multiple activitiesExperience in managing own time

Desirable:

Previous experience and knowledge of working within and Awarding Body

Hours of work:

40 hours per week, Monday to FridayHybrid; Office days and remote work combinedUK Time Zone (4:00 pm to 1:00 am Manila)