Advanced Associate, Customer Service

Advanced Associate Customer Services

Location: Salford Quays Manchester (Hybrid)
Salary: 26228 Annual Performance Bonus

About Pearson

At Pearson we help people realise the life they imagine through learning. As the worlds leading learning company we support millions of learners globally through digital learning qualifications assessments and education services across nearly 200 countries.

Learning is at the heart of everything we do and our people are what make the difference. Were passionate about creating an inclusive collaborative workplace where everyone can grow develop and make a real impact.

The Opportunity

Were looking for enthusiastic and customer-focused individuals to join our Customer Services team in Manchester. As an Advanced Associate Customer Services youll be the first point of contact for customers supporting schools colleges and learners with queries relating to Pearson qualifications. Youll handle a variety of enquiries via phone email and live chat helping customers with everything from learner registrations to certification and complex issue resolution. This is a fast-paced rewarding role where no two days are the same.

What Youll Be Doing

• Delivering outstanding customer service across phone email and live chat
• Supporting customers with qualification administration and certification queries
• Resolving complex customer issues with confidence and empathy
• Working collaboratively with internal teams across Pearson
• Building strong relationships with schools colleges and centres
• Keeping up to date with changes across the education sector
• Representing Pearson at customer and centre network events once established in role

What Were Looking For

• Have previous customer service experience or transferable customer-facing skills
• Enjoy helping people and solving problems
• Are confident communicating both verbally and in writing
• Work well both independently and as part of a team
• Are comfortable using multiple systems and digital platforms
• Stay calm and professional under pressure
• Are adaptable motivated and eager to learn

Desirable (but not essential):

• Experience within education or teaching
• Experience managing live chat support
• Additional languages alongside English (particularly for our International team)
• Awareness or interest in AI-enabled customer service tools

Working Hours Were hiring across 2 different teams (Both based in our Manchester office) but the hours may vary depending on which team youd fall in to.

UK Team

• 37.5 hours per week
• Monday to Friday
• Rotating shifts between 8am 5pm

International Team (Still MCR Based) *

• Rotating shifts between 8am 5pm Monday to Friday
• Occasional Sunday working may be required
• Where a Sunday is worked the Friday before will be given as a rota day off

*If youre interested in the International Team please mention this in your application.

Why Join Pearson

Youll be joining a friendly and supportive team of over 80 colleagues based in Manchester who are passionate about delivering exceptional customer experiences.

We offer fantastic opportunities for development training and long-term career growth within a global organisation.

Our Benefits Include:

• 25 days annual leave (increasing up to 30 days)
• Option to buy or sell up to 5 additional days leave
• Excellent pension scheme with matched contributions
• Private medical and dental cover
• Digital GP and wellbeing support
• Cycle to work scheme
• Volunteering days
• Retail and leisure discounts
• Hybrid working model

Wed love to hear from you! If youre passionate about delivering exceptional customer service and want to be part of a supportive global organisation where you can grow your career we encourage you to apply today.

Join Pearson and help us create learning experiences that make a real difference to peoples lives.