Advanced Associate, Professional Services

Advanced Associate Professional Services

Reports to: Team Manager Customer Operations

The Role

In this role you will support learners customers and internal teams by managing certificate replacement requests subject access requests (SAR) and enquiries relating to historical results and records held across multiple systems. You will play an important part in ensuring every interaction reflects Pearsons commitment to accuracy fairness and high-quality customer service.

You will work in a detail-focused customer-facing environment where accuracy timeliness and professionalism are your first six months you will make an impact by consistently meeting service level agreements (SLAs) maintaining strong quality standards and contributing positively to team collaboration and process improvement.

This role offers a blend of customer service data handling and process ownership with opportunities to support colleagues during peak periods and contribute to how work is delivered across the team.

What Youll Own

Success in this role is defined by delivering accurate timely outcomes while maintaining a consistently high standard of customer care.

You will be responsible for:

• Owning the end-to-end processing of certificate replacement and subject access request (SAR) applications including completing accurate identification checks for each application.
• Resolving queries from customers and external teams promptly and professionally.
• Providing timely and accurate delivery of information across all communication channels including Microsoft Teams phone and email.
• Ensuring all work meets agreed service level agreements (SLAs) and quality standards.

You will also:

• Maintain a high standard of customer service at all times.
• Build and maintain effective working relationships with internal and external stakeholders.
• Lead and support temporary staff during peak processing periods in line with Pearson policies and values.
• Escalate risks issues or concerns to the Team Manager or Team Leader as appropriate.
• Actively participate in team meetings reviews and process discussions.
• Contribute ideas and recommendations for process improvements.
• Demonstrate and live the Pearson Essential Behaviours in all aspects of your work.

About You

You bring a strong customer service focus excellent attention to detail and the ability to manage multiple priorities effectively. You communicate clearly and professionally with customers peers and stakeholders and you take accountability for delivering accurate high-quality work.

You are comfortable working collaboratively to achieve individual and team Objectives and Key Results (OKRs) while also demonstrating initiative responsibility and reliability in your own work. You work well in a structured process-driven environment and are confident handling sensitive information with care and discretion.

Skills and Competencies

Essential:

• Strong customer service orientation.
• Clear and effective verbal and written communication skills.
• Ability to collaborate with others to achieve individual and team OKRs.
• Proven attention to detail and commitment to accuracy.
• Ability to multi-task effectively.
• Strong time management skills.

Desirable:

• Creative and innovative problem-solving skills.
• Ability to inspire team commitment spirit pride and trust.
• Experience supporting and motivating peers during busy periods.

Qualifications and Experience

Essential:

• Educated to GCSE level with a minimum of English Language and Mathematics or equivalent.
• Proficient in PC use and Microsoft Office with intermediate skills in MS Excel.

Desirable:

• Experience working with Oracle systems (IQS).
• Experience using EMS (AS400 / iSeries).

Experience

Essential:

• Demonstrated ability to manage multiple tasks and priorities effectively.

Desirable:

• Familiarity with the operations of an Awarding Body or similar regulated environment.

What Youll Get

At Pearson we invest in our people as much as we invest in this role you will gain valuable experience within a global education organisation and be part of a collaborative and supportive team.

In return we offer the following benefits:

• 25 Days annual leave (increasing by 1 day with every year of continuous service up to 30 days); annual leave trading /- 5 days
• Annual Bonus
• 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

This role is fully onsite aligned to Hellaby location. Our office is at Pearson Fretwell Rd Hellaby Bramley Rotherham S66 8HN. We work a 37.5-hour week with all our team free to flex their day around our core hours which are Monday to Friday.

Ready to Make an Impact

Apply now and help shape the future of learning with Pearson.