Advanced Associate, Professional Services

Position Title: Advanced Associate Professional Services (Customer Service Advisor)

Business Area Overview:

The eProcessing team is part of the Assessment & Qualifications division and is responsible for ensuring accurate and timely registrations entries results and certification for our customers. The team also provides expert advice on complex entry and registration issues for the first line customer service teams.

Position Description:

Role Specific:

Reporting to a team manager the purpose of this role is to complete and quality check key back office activities which underpin the entry and registration transactions. The post holder will also provide second line support to our customer service teams and to customers in examination centres with complex issues relating to our processes.

Key Accountabilities:

• Ensure a high standard of customer service at all times
• Liaise with customer and customer service teams by phone Microsoft Teams and email
• Develop and maintain a professional working relationship with internal and external customers
• During peak processing periods lead a team of temporary staff in line with Pearsons policies procedures and values
• Deliver processes to meet service level agreements
• Effectively escalate and issues to the team manager
• Complete quality checks of results data to support the delivery of accurate results
• Participate in regular team communication to review progress
• Carry out other duties as directed by management. This may include working from other local facilities and supporting other teams across the business
• Process Specific:
• Resolve errors in candidate registration and entry data received from customers
• Resolve queries received from customer and first line customer service teams
• Support the accurate complete and timely delivery of certificates to customers
• Co-ordinate the production of early certificates for customers when required
• Provide second line support to the customer service teams on a range of queries including system related queries

Skills/Qualifications:

Individual Core Competencies:

• Provide a customer focused service
• Communicate with influence
• Work with others to achieve goals
• Deliver goals in a changing environment
• Take a creative and innovative approach to work
• Maximize potential in self and others
• Additional Competencies:
• Inspire and foster team commitment spirit pride and trust
• Facilitate co-operation and motivate team members to accomplish group goals
• Make effective and timely decisions
• Perceive the impact and implications of decisions
• Identify and analyze problems
• Make recommendations for alternative solutions

Education:

Essential:

• Educated to GCSE level minimum of English and Mathematics or equivalent
• Good PC and Office suite skills including intermediate skills in MS Excel

Desirable:

• Previous experience working with Oracle systems (IQS) and AS400/iseries

Previous Experience:

Essential:

• Demonstrate ability to multi-task and involvement in delivery of multiple activities
• Experience in managing own time

Desirable:

• Previous experience and knowledge of working within and Awarding Body

Hours of work:

• 40 hours per week Monday to Friday
• Hybrid; Office days and remote work combined
• UK Time Zone (4:00 pm to 1:00 am Manila)