About the role: We are looking for a skilled and motivated Customer Service Subject Matter Expert to lead a dynamic team in our new Associate Helpdesk. The ideal candidate will play a crucial role in our call centre ensuring the team meets and exceeds performance targets, provides exceptional customer service, and fosters a positive and collaborative work environment. The Customer Service Supervisor will be responsible for coaching, mentoring, and guiding team members to achieve individual and collective success.

Our team: PQS (Pearson Qualification Services)The Qualifications Processing directorate consists of several areas, which work together to deliver General and Vocational Qualification operations throughout the year. This operation supports the delivery of accurate results to every candidate in each examination session.

The Associate Helpdesk team are the customer service team for this area and are first line to most queries from AAs and work closely with our stakeholders across the business to provide quick and efficient responses.

As a Customer Service Supervisor, you’ll be responsible for:

• Conduct regular team meetings to communicate goals, updates, and best practices.

• Monitor and analyse individual and team performance against key performance indicators (KPIs).

• Identify training needs and work with management to implement relevant training programs.

• Conduct regular audits of customer interactions to identify areas for improvement

• Generate and analyse reports on team performance, customer feedback, and other relevant metrics

• Overtime may sometimes be required to support peak activities and additional workload. Will be expected to pick up work from other area of the business on request.

To be successful in this role, you will ideally have:

• Bachelor's Degree or relevant work experience

• Proficiency in using customer service software, CRM systems, and relevant tools

• Proven experience in a supervisory or leadership role within a call centre or customer service environment.

Flexible working: We are committed to hybrid working practices and has adopted flexible remote and virtual working. Where possible our employees can choose to manage their attendance to the office more flexibly.

If you are as passionate as we are about changing lives through learning, then help us to learn more about you and why you want to work with Pearson. Click ‘Apply Now’ to create your application online.

What to expect from Pearson

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.

We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing ppsmhr@pearson.com.

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Job: CUSTOMER SERVICE

Organization: Assessment & Qualifications

Schedule: FULL_TIME

Req ID: 14096