Customer Service Specialist

Job Description

About the RoleTeaching services is a dedicated team within the Pearson customer services division, the department is split up into teams specializing in subject-specific areas servicing the needs of our primary customer base (teachers). This post will be part of the TeachingServices team within Pearson. This will be a hybrid work setup.Our vision is that our reputation for delivering outstanding customer service becomes a source of sustainable competitive advantage for our businessthe reason customers come to us, and the reason they stay with us. The evidence shows that our people arethe most important part of our service proposition, and its the feelings that our customers have when they interact with us on a personal level that matters most. We believe that the best way to develop these personal relationships is to have empathy withour customers. We want to understand the way they work, and the challenges they face every day.Our approach varies between customer groups because each one needs a different kind of support

• Exams Officers
• Teachers
• Work-Based Learning customers (employers and training providers)
• Learners

The Teaching Services team will deliver first-class customer service, providing a dedicated and personalised service to our Teachers and Heads of Departments. The subject specialists now take all teaching calls, emails, and "webchat" queries directly intothe team.The post holder will take subject calls and will work closely with the Subject Advisors in order to gain the skills needed within their role.They will work closely with the Assessment teams, Subject Advisors/Experts, and the wider team in order to gain the skills needed within their rolePurposeTo create a comprehensive and coherent first-class support offering to our Teachers and Heads of Departments, ensuring that the service we provide is consistent across our portfolio of centres and subjects.The Subject Specialist will be aligned with a group of subject-specific qualifications and will be expected to develop their knowledge in their selected subject areas with the support of the Subject Advisor and their line manager. It is expected that thespecialist subject knowledge will develop from; initially taking and resolving subject administrative queries to; providing a more in-depth understanding of the subject content to customers, over time significantly reducing the overall 2nd line support queryvolumes being directed to the Subject Advisors and Experts. The Subject Specialist will need to ensure that teachers are confident they are getting a personal, knowledgeable, and responsive service.Key Accountabilities

1. To capture and categorise all inbound queries for the given subject into the business, resolving any administrative inquiries whilst handing off more complex, teaching specific enquiries to the Subject Advisors and/ or Ask the Expert Chiefs or Chairs.
2. To identify those which are administrative queries and ensure our teaching community are provided with the appropriate tools and resources to get started
3. To understand, resolve, capture and categorise the query and populate the CRM database ensuring it provides us with the right level of information in order to make changes and to feed into any given project or team.
4. To identify those centres which require subject specialist advice or consultancy service, passing these onto the Subject Advisor(s)
5. To develop a comprehensive knowledge of the Pearson product/service/support materials available. Continually evolving a sophisticated understanding of the Teaching customer and the key issues arising in any particular area
6. To recognise and then flag possible opportunities for any follow up from our Sales team and pass through to Sales
7. Where required, support the Subject Advisor or virtual team by carrying out any research, actively getting involved with any social networking, and also making visits to centres or attending any marketing campaigns/ meetings.
8. Engage with the team in obtaining positive First Call Resolution, Agent Performance, and Net Promotor Scores.
9. Respond to teacher queries through the Customer Relationship Management system (CRM) and subject-specific teaching inboxes
10. Support customers by responding to queries received through the web-chat portal
11. Support customers by responding to Ask the Expert queries and inbound emails that are received in the subject-specific inboxes
12. Engage with the wider customer service division on projects to improve the service we provide to our customers
13. The postholder may need to make outbound calls and gather information to help populate various internal databases including campaigns or to flag up any urgent issues or updates to our centres. Their knowledge of the customer group may put them at an advantagewith any urgent business requirements that surround the subjects that the post holder manages across.

Working PatternThe role involves working closely with the Subject Advisors in order to provide opportunities to cover them in the event of absence as well as to learn in greater depth how to resolve more complex and bespoke teaching queries. There may be some travel acrossthe country in order to meet with our customers from time to time.Key Challenges

• The postholder will need to actively seek out the information and form a virtual team from across the company so that they can get a quick response back to the customer.
• The postholder may need to understand all qualifications as they could be managing a number of subjects. They would need to understand multiple systems
• Since this is a first-line support role, the postholder will need to take a high volume of inbound calls and be aware of the impact on the customer by being away from the desk.
• There are multiple communication channels to be monitored daily and these need to be cleared and service levels adhered to in order to provide teachers with the level of support they would expect from us.
• The post holder will be expected to provide adequate support and coverage to subjects that they are not managing in order to improve the customer experience.
• This team/ post holder will need to leave teachers confident they are getting a personal, authoritative and responsive service.

CompetenciesEdexcel Core Competencies:

Individual / Managing Others / Managing the Business