Job Description

Role: Customer Experience Agent

Location: Manchester, UK 

Work Arrangement: Hybrid

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. To learn more: https://plc.pearson.com/

Pearson is the world's leading learning company, with employees in more than 80 countries helping people of all ages to make measurable progress in their lives. We have a simple mission: to help people make more of their lives through learning.

Pearson VUE is a business within Pearson PLC and is the global leader in computer-based testing for information technology, academic, government and professional testing programs around the world. Pearson VUE provides a full suite of services from test development to data management and delivers exams through the world’s most comprehensive and secure network of test centres in more than 175 countries.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. All employment is decided based on qualifications, merit and business need. All 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 strive for a workforce that reflects the diversity of our communities.

Key Responsibilities

· Deliver the highest level of customer service to internal and external customers at all times.

· Undertake a variety of tasks associated with the high service delivery of our customers.

· Maintain all documentation and train others on key aspects of the role.

· Process all data in line with business standards and Data Protection.

· Contribute to the review, amendment and implementation of improved procedures, processes and standards that increase efficiency and effectiveness.

· To work as part of a team, under the direction of a Line Manager, to ensure we meet internal and external regulatory or statutory requirements and deliver high levels of customer service.

· Use SharePoint to understand and follow policies, procedures and work instructions.

· Ensure all Pearson VUE generic policies held on SharePoint are adhered to at all times. In addition to this be aware and adhere to specific Customer Service Centre guidelines.

· Cover other roles within the Customer Service Centre as and when needed.

· All employees have a responsibility to co-operate in promoting and maintaining a safe and healthy working environment, and to take reasonable care of their own health and safety at work and that of all other staff that may be affected by their acts or omissions.

· All employees are also responsible for supporting and implementing the company’s policies and procedures around the Health and Safety, Security, Quality and Business Continuity arrangements that apply in their role/work function.

Key Activities

· Provide responses to all contacts via written or verbal forms of communication.

· Input accurate customer information onto the relevant system.

· Contact other departments or utilise information as necessary to obtain and provide information as requested.

· Complete all requests received for non-standard accommodations.

· Evaluate and report on calls, e-mail and Chat and use the data and metrics to make recommendations and implement demonstrable improvements.

Essential Experience & Qualifications

· Previous customer service experience.

· Excellent communication skills, both over the telephone and written.

· The ability to learn and articulate detailed information.

· Attention to detail.

· Ability to work within a team to meet team goals and objectives

Job Location and Hours 

This role is aligned to the following Pearson office:

Manchester – The Lighthouse 14, Salford Quays, Manchester, M50 3BF 37.5 hours working hours per week Office opening hours are Monday to Friday 8.00am to 5.00pm excluding Bank Holidays. Various shift patterns may be required within these hours.

Your benefits and rewards 

At Pearson, we offer a range of benefits, which include:

25 Days annual leave (increasing by 1 day with every year of continuous service up to 30 days) Private Pension plan scheme where we pay in double what you contribute, up to 16% depending on your age Private medical and dental care insurance options, plus free eye tests  Stock/share purchase options  Maternity, paternity, and family care leave as well as flexible working policies  An employee wellbeing assistance programme  Cycle to work program, volunteering days, gym membership concessions in selected office locations, along with retail and leisure discounts