This job has ended. Find similar jobs.

Customer Service Advisor 2nd Line Support

Posted 28 February by Pearson UK Featured Ended

Customer Service Advisor (2nd Line Support)


The Team:

The Pearson Onscreen Testing team comprises of around 6 specialists based at the Lighthouse in Salford Quays. Our onscreen specialists are friendly, hardworking, driven by a desire to provide an excellence in service to our customers.

Working in a structured environment with direction to achieve annual goals, personal development plans and targets.

If you have what it takes to deliver excellent customer service and a desire to go above and beyond then we would like to hear from you.

The Role:

  • You will provide second line support to our Account Services teams across Customer Services. The support you provide will be for our Pearson Onscreen Platform, which is used by our customers to deliver over 4000 tests to learners every day. You will be assisting colleagues and customers with installation, using the software and helping resolve any issues.

  • You will be the customer services contact who works with the Pearson Technology teams, Assessment teams and Content teams to identify resolutions to issues and provide updates to customers.

  • We pride ourselves in our investment in people, we encourage you to be yourself using the Pearson Values and grow your personality by building rapport with your customers and colleagues to establish great relationships.

  • No call scripts or unrealistic targets, we just want our friendly hard working team to be the voice of Pearson and help us achieve our main goal in becoming the centre of excellence in customer service for our global company.

  • We consider all departments across the business as internal customers and aim to work collaboratively as One Pearson. We offer a competitive salary, internal reward schemes, benefit programs and great career prospects.

A day in the life of:

  • In addition to answering account services and customer queries, you will also be given the opportunity to compile and deliver training, create and maintain user guides, develop website content and participate in User Acceptance Testing.

  • We continually strive to identify improvements in the way we work and our onscreen testing platform, we encourage you to assist with improvement projects, meet other parts of this vast business and much more!

  • We value our staff, we work hard to develop them and want them to be proud to work for us.

  • We love fresh ideas on how to make our service and software better and your ideas won’t go unnoticed, often being implemented by the senior management teams.

  • We have happy and productive teams, we work hard but we also play hard. From community fundraising to planning social events, there’s plenty to keep you motivated.

Who we are looking for:

  • The Ideal candidate will have a background in Customer Service or the ability to display the soft skills required to assist in the delivery of excellent customer service experience.

  • They should be confident when using computers and have the desire to learn about how our onscreen testing software works.

  • We want someone who has excellent troubleshooting skills and enjoys problem solving.

  • They should display the skills needed to work as part of a team and also show the initiative to work alone.

  • We want people to join the Pearson family who are confident, self-motivated with a passion for learning and development.

  • An ability to deliver quality service and meet our customer’s needs under pressure. The education sector is changing all the time and we need our people to be adaptable, to proactively learn about and look to implement these changes.



About Pearson

Whether it's at home, in the classroom or in the workplace, learning is the key to improving our life chances. To this end, Pearson in the UK brings together leading names in education to provide a blend of content, curriculum, assessment, training and technology to make learning more engaging and effective.

We are the UK's largest awarding body. We offer academic and vocational qualifications that are globally recognised and benchmarked, with educational excellence rooted in names like Edexcel, BTEC, EDI and LCCI.

At Pearson, the Global Leader in Education Services, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always reexamining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.


Primary Location: GB-GB-Manchester

Work Locations: GB-Manchester-The Lighthouse The Lighthouse 14 The Quays Salford Quays Manchester M50 3BF

Job: Customer Service

Organization: Core

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Feb 28, 2018

Job Unposting: Mar 14, 2018

Schedule: Full-time Regular

Req ID: 1800058

Reference: 34347709

Bank or payment details should not be provided when applying for a job. is not responsible for any external website content. All applications should be made via the 'Apply now' button.

Report this job