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Advanced Associate - Customer Service

Hybrid in Manchester·Full-time·Added 6 days ago (last checked 6 Oct)

Pearson

112 open roles

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Overview

Job details

£26,228 a year
Gross, as stated in the ad.
About £1,870 a month after tax.
Full-time
Per the ad.
Hybrid
Office and home days — the ad has the split.

Requirements

Be near Manchester for hybrid days
No relocation package mentioned.

Benefits

25 days holiday
Per the ad, which doesn’t say whether bank holidays are on top.
Cycle to work scheme
Commuter benefits named in the ad.

Skills

Customer Service

Nice to have

Live Chat

Requirements

What we're 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

Nice to have

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

Pay & benefits

What you'll get

Location: Salford Quays, Manchester (Hybrid)
Salary: £26,228 + Annual Performance Bonus

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

We'd love to hear from you! If you're 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 people's lives.

https://www.youtube.com/watch?v=TXj6aLD6muM&t=2s

The role

Job Title: Advanced Associate - Customer Services

We're looking for enthusiastic and customer-focused individuals to join our Customer Services team in Manchester. As an Advanced Associate, Customer Services, you'll be the first point of contact for customers, supporting schools, colleges, and learners with queries relating to Pearson qualifications. You'll 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 you'll do

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

How you'll work

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

About Pearson

Industry: Education
Website: pearson.com

In their own words

About the company & team

At Pearson, we help people realise the life they imagine through learning. As the world's 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. We're passionate about creating an inclusive, collaborative workplace where everyone can grow, develop, and make a real impact.

You'll 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.

All open roles at Pearson