About Pearson:

Pearson is a prominent global education and publishing company with a rich history dating back to its founding in 1844. Specializing in educational products and services, Pearson operates in over 70 countries, serving students, educators, and professionals worldwide. The company offers a wide array of educational resources, including textbooks, digital learning tools, online courses, and assessment services. Learn more at pearsonplc.com

About the Team:

The Customer Services team in Manchester comprises of around 130 staff with a hybrid model of working expected. This is a mix of home working and working from the office at The Lighthouse, Salford Quays. Our customer services team are friendly, hardworking and driven by a desire to provide an excellent service to all our customers. Working in a structured environment with direction to achieve annual goals, personal development plans etc.

If you have what it takes to deliver excellent customer service and a desire to go above and beyond then we need you to join one of our teams.

About the Position:

The Customer Services Manager will line manage a team of up to 10 specialists primarily supporting one of the following customer types of account:

• FE Colleges

• Schools

• Employers and Private Training Providers (Work Based Learning)

• International

• Students

You will be responsible for the management of staff within your own customer type but will also support colleagues within the above customer groups. There may be a requirement to support all other customer accounts during peak/busy periods so specialists within every team will be given training on all systems, products and processes across our customer groups. It is the Customer Services manager’s responsibility (in conjunction with our training team) to ensure specialists are fully trained in all aspects of their role to maximise staff potential.

It is also very important that managers knowledge of both the current suite of qualifications and any new one’s is fully up to date. You will be accountable for the first line of contact by phone and email, assisting our customers in the delivery of all Pearson qualifications from registration and entries through to certification of their students on an agreed customer type.

Join us at Pearson , where we prioritize our people and their growth, fostering an environment where you can be yourself and embody our values. As part of our customer-centric approach, we empower you to build strong relationships and eschew rigid scripts or unattainable targets. We're on a mission to become the pinnacle of customer service excellence globally, with every department seen as integral to this vision.

As a Manager, you'll spearhead initiatives and services within your division, collaborating with senior leadership to enhance processes and drive success. With a focus on continuous improvement, you'll cultivate a team dedicated to delivering quality service, fostering both business growth and individual development. Join us and embark on a journey of professional growth, with competitive compensation, internal rewards, and ample career advancement opportunities.

As a Customer Services Manager at Pearson, your days are dynamic and demanding. You'll lead a team of specialists, guiding them to deliver exceptional service aligned with Pearson's strategic priorities. Each day brings projects, meetings, and tasks, all requiring your timely attention and reporting. You'll also support colleagues within the ICC when needed, acting as a role model for positive behaviors across the department.

Your role encompasses three key accountabilities:

Customer Experience: You'll develop a deep understanding of customer needs and technical aspects to effectively support your team and engage confidently with stakeholders.

Internal Business Engagement: Fostering productive relationships with operational and commercial teams is crucial for exceptional service delivery. You'll ensure alignment with Pearson values and promote a service-oriented environment.

People Development: Leading your team to maximize their potential is essential for delivering exceptional service. From recruitment to performance measurement, you'll drive a culture of continuous improvement and talent development.

Your skills and competencies include strong leadership, effective communication, goal setting, adaptability in changing environments, and fostering innovation. Previous managerial experience in customer service, project management, and staff development are essential, preferably within an education-related field.

Education-wise, a degree or equivalent qualification, along with relevant professional certifications, is desirable. Experience within an awarding body or a deep understanding of British qualification processes would be advantageous.

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 TalentExperienceGlobalTeam@grp.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

Workplace Type:

Req ID: 15661