Advanced Associate, Customer Service

Advanced Associate, Customer Services

Description - Support international schools and qualifications centres with accurate, reassuring service across phone, email and live chat, from learner entries through to certification.

Also known in the market as: International Customer Service Adviser; Qualifications Customer Support Adviser; Customer Service Specialist; Education Customer Support Adviser.

ABOUT THE ROLE

Join Pearson’s International Customer Services team in Salford Quays and help exams officers administer globally recognised qualifications. You will be the first point of contact for a varied international customer base, answering questions across the qualification cycle and helping customers resolve issues when timing and accuracy matter.

This is not a scripted contact-centre role. You will receive structured training, develop detailed knowledge and use your judgement to solve a wide range of enquiries. You will work closely with colleagues in Manchester and international hubs in Singapore and India, while also supporting UK colleagues during busy periods.

WHAT YOU’LL DO

• Respond to customer enquiries by phone, email and live chat.
• Support exams officers with qualification administration from learner entries through certification.
• Investigate problems, explain next steps clearly and resolve urgent or complex queries with training and support.
• Learn changing processes and apply new information accurately.
• Work collaboratively across teams and departments while managing your own cases.
• Support service coverage during peak points in the academic year.
• Use Microsoft Word, Excel and internal systems to record and communicate information.
• Represent Pearson with professionalism, empathy and customer focus.

WHAT WE’RE LOOKING FOR

• A background in customer service, or clear transferable evidence that you can deliver excellent service.
• Excellent written and verbal communication.
• Experience working effectively in a team.
• Confidence dealing with unhappy or dissatisfied customers.
• A practical, calm approach to problem-solving.
• Ability to adapt quickly when information, processes or priorities change.
• Self-motivation and confidence to work independently when needed.
• Basic Microsoft Word and Excel skills.
• Right to work in the UK.
• Additional languages are desirable but not essential.

LOCATION & WORKING PATTERN

The role is based at Salford Quays, Manchester. New starters are expected to work from the office full time during probation, including the first four weeks of training. Following successful probation sign-off, the working pattern is two days in the office and three days working from home.

This is a full-time role of 37.5 hours per week. Standard shifts are 8:00am-4:00pm or 9:00am-5:00pm, Monday to Friday, on a weekly rotation. Sunday working is currently unlikely but may be introduced when customer demand requires it. Some UK bank-holiday cover may also be needed. Peak results activity takes place in August and may require earlier starts or longer days on a small number of dates.

WHY JOIN PEARSON?

You will join a friendly, customer-focused Manchester team supporting learners and schools around the world. Pearson offers 25 days’ annual leave, increasing by one day each year up to 30 days, with the option to buy or sell up to five additional days. Benefits also include a pension where Pearson doubles employee contributions, private medical and dental options, digital GP support, eye tests, a season-ticket loan, cycle-to-work support, volunteering days, wellbeing assistance and retail and leisure discounts.

At Pearson, we believe in the power of difference. We are committed to an inclusive environment where colleagues can be themselves and where different skills, perspectives and backgrounds help us serve learners effectively.

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