Customer Service Administrator

Job Description

Business Unit: Workforce SkillsStarting salary at £21,000 with 2x £1000 stepped increases after 6 and 12 months to £23,000.Positions available: 2 FTC (6 months) and 1 Full Time positions availablePosition Title: Customer Success Advisor (Work Based Learning)Place of work: Salford Quays with hybrid workingThe Customer Services team (WBL & Private Colleges) comprises of 16 members of staff across 2 teams based in Salford Quays.Our vision is that outstanding customer service becomes a source of sustainable competitive advantage for our business and the reason customers value what we do.The Work Based Learning (WBL) Customer service team are a part of the wider Workforce Skills division and provide support to training providers and employers across the UK. Our conversations with customers help to shape the products and services that weprovide, and our unique perspective is integral when working with other teams across the business. Working in the customer services team allows for collaborative engagement with a wide range of internal and external stakeholders and is a fantastic opportunityfor someone to get a greater understanding of a large education organisation. We pride ourselves on our problem-solving skills and customer focused attitude; fantastic career attributes that can be developed by joining the Pearson Customer Services team.Key Accountabilities:Specific responsibilities include:

• Accountable for the successful delivery of individual performance goals based on divisional priorities
• Managing own performance and adherence, to ensure adequate team coverage to meet service level agreements relating to phone calls and emails.
• Understanding and following business processes in a fast paced, and ever-changing industry.
• Participating within an inclusive team environment where every individual is encouraged to contribute to the success of the group.
• Supporting new customers when onboarding to Pearson, providing these accounts with a first class, reliable, and professional service.
• Providing account management support for WBL Training providers, Employers and Key Accounts on the phone and email.
• Develop a comprehensive knowledge of the Work Based learning sector and the associated qualifications that Pearson provide.
• Support with the administration of back-office functions including Customer Accreditation and finance receivables.
• Liaise with stakeholders to find customer focused resolutions to complex queries.
• Contribute to business improvement projects and look for opportunities to develop new processes.

Key ChallengesA key challenge for the position holder will be their ability to operate within a highly commercial environment, quickly responding to customer needs whilst often relying on other areas of the business for solutions.Key to this role will be the individuals ability to balance the requirements and expectations of the customer whilst communicating these needs effectively to the rest of the business to produce the required results, often within an extremely short timeframe.The position holder will also be required to demonstrate a strong depth of knowledge of Pearson products, services and technical content and all training will be providedThe ability to communicate effectively with a variety of stakeholders will be beneficial. The individual will need to be able to adopt different communication styles and strategies to achieve results, drive forward internal and external relationships andalways represent the Pearson Customer Services (WBL) team appropriately. The ability to be empathetic to the needs of WBL customers and sales staff alike will be crucial to the success of this role.Core Competencies:

1. Providing a customer focused service
2. Communicating with influence
3. Working with others to achieve goals
4. Delivering goals in a changing environment
5. Taking a creative and innovative approach to work

Additional CompetenciesDesirable:

• Commercially focused
• Self-motivated and pro-active
• Ability to remain calm under pressure
• A multi-tasker
• Ability to work independently as well as within in a team

Education, Qualifications & Training

• Desirable:
• Business-related professional qualification
• Service-related professional qualification

Previous ExperienceEssential:

• Experience in a customer service environment

Desirable:

• Face to face or contact centre/administration experience
• Educational customer service background

IT LiteracyEssential:

• Intermediate use of office packages

Desirable:

• CRM literate

BehavioursEssential:

• Drive learner outcomes
• Be clear, honest and supportive
• Be responsible and accountable.

Goals

• We ask why. We challenge the status quo by challenging ourselves.
• We ask what if. We spark curiosity to innovate new possibilities for everyone.
• We earn trust. We build credibility by acting with integrity every day.
• We deliver quality. We hold our customers and consumers in the highest regard, and our work to the highest standards.
• We make our mark. We execute with speed and agility to leave a lasting impact on everyone we serve.

Job: CUSTOMER SERVICEOrganization: Corporate FinanceSchedule: FULL_TIMEReq ID: 8558