**Business Area Overview:**
Pearson is the world’s leading learning company. Our education business combines 150 years of experience in publishing with the latest learning technology and online support. We are also part of the wider Pearson family which includes Penguin, Dorling Kindersley and the Financial Times.
We provide education and assessment services across the world. Our courses and resources are available in print, online and through multi-lingual packages, helping people learn whatever, wherever and however they choose.
At Pearson, we take learning personally. Every day our work helps learning flourish, and wherever learning flourishes, so do people.
Pearson English
As geographical boundaries come down and mobility increases, the world is getting smaller. English is fast becoming the world’s prominent ‘second’ language.
Pearson’s English unit is building its presence to meet the needs of the estimated 2 billion people who are currently learning English around the world. This trend looks set to rise as English continues to be the universal language of business, culture and the internet.
We have the biggest international reach of all of our competitors and the longest standing brands, generating $1Billion revenue. We are well placed to increase our market share to $2 Billion by organic growth and acquisition.
Pearson Language Testing
As part of Pearson English, the Pearson Language Testing (PLT) Team provides leadership on some the industry’s most respected English language assessment products including PTE Academic, PTE General, PTE Young Learners and the LCCI suite of English language assessment. In 2014, PLT saw rapid growth of its high stakes PTE Academic product and are continuing the drive to take hold of the huge opportunities present in English language assessment.
**Position Description:**
_*Purpose *_
Responsibility for handling Customer Service enquiries in 2nd line support team. Managing, maintaining or developing processes to support effective Customer Service delivery and improvement practices.
*Key deliverables/tasks*
• To ensure all Customer Service issues are progressed or concluded in an appropriate manor within the team’s 48 hour Service Level Agreement (SLAs)
• Effective ownership of customer issues, including appropriate escalation if necessary, and liaison with internal delivery partners to deliver for the customer around key deadlines/service level agreements.
• Monitor delivery partner customer service provision and be a primary point of contact for key clients on customer service issues
• Construct and deliver training provision to support first line customer service team and internal members of staff, where required
• Maintain and monitor service quality tracking tools designed to escalate gaps or overachievement in service standards
• Monitor and provide appropriate responses on social media to customers on matters concerning service of PTE Academic
• Manage the processes and systems Language Testing relies on to support customer service
• Manage customer service improvement projects liaising with other parts of Pearson to ensure systematic improvement practices are put in place (where required)
• Maintain or construct processes, policies and procedures documentation for internal stakeholders and customers
• Support and help the team to co-ordinate operational tasks through internal/external stakeholders for series-based examinations as necessary
• Other ad hoc duties as required.
Key relationships
• Pearson Language Testing team members
• Pearson’s Global Geographies sales leads
• PTE Academic Test Takers and Test Centres
• Pearson Qualification operational support teams
*Key performance indicators*
• Number of Customer Service issues being followed-up and/or dealt with inside SLAs
• Feedback from internal and external customers on satisfaction levels of service provided
• Maintained clear, articulate and accurate customer and internal training documentation
• Implementation of clear, structured and workable processes to support customer services that are communicated effectively and maintained to a high standard
**Key Responsibilities:**
_*Candidate Profile: *_
*Qualifications*
• Educated to first degree level or equivalent desirable
*Skills/knowledge*
• Excellent communication skills – oral and written. Communications information professionally in a clear and timely manner.
• A demonstrable passion for excellent customer service.
• Excellent attention to detail.
• Ability to work effectively across multi-discipline teams and across all levels.
• Strong computer skills with demonstrable working knowledge of MS Office suite, particularly MS Excel. (2-5 years).
• Use of Google Mail or similar email system
• A demonstrable commercial sense coupled with common sense and a practical approach to problem solving.
• Excellent organisational and time management skills.
*Experience*
• Experience in a customer facing / customer support role.
• Multi-lingual would be an asset.
• An understanding of the high stakes testing market
*Personal Style and Behaviour*
• Determined/driven
• Hard-working, goes the extra mile
• Entrepreneurial
• Positive, energetic and enthusiastic attitude
• Results driven
• Problem/solution oriented
• Proactive - leads, not follows
• Drives improvement/progress
• Responsible
• Active and flexible team member
• Thrives in an agile, changing (or fast paced) environment
**Experience, Skills and Qualifications:**
...
**Req Number:** 10218BR
**Position Title:** Customer Service Coordinator
**Contract Type:** Permanent
**Position Type:** Full Time
**No. of Vacancies:** 1
**Executive Area:** Professional
**Business Unit:** English