Customer Service Representative
Pearson VUE
Customer Service Representative
Pearson VUE
full-time
Posted on:
Location Type: Hybrid
Location: Manchester • 🇬🇧 United Kingdom
Visit company websiteSalary
💰 £24,570 per year
Job Level
Mid-LevelSenior
About the role
- Handle customer queries via phone, email and live chat
- Assist customers with registration, certification and administration of Pearson qualifications
- Resolve complex and urgent issues related to learner registration and certification
- Serve as first point of contact for schools and colleges in the UK and internationally
- Escalate issues and collaborate with internal teams as needed
- Deliver exceptional customer service without call scripts or unrealistic targets
- Participate in weekly shift rotation between 8am–5pm, Monday–Friday
- Support expansion of live chat capabilities and manage high-volume interactions
Requirements
- Background in Customer Service or ability to demonstrate equivalent skills
- Comfortable collaborating with multiple departments and working independently
- Experience managing high-volume live chat interactions (preferred)
- Basic proficiency in Microsoft Word and Microsoft Excel
- Excellent communication skills
- Comfortable dealing with unhappy or unsatisfied customers
- Adaptable to sudden changes in the education sector
- Flexibility to meet customer and business needs throughout the academic year
- Problem-solving skills and self-motivation
- Right to work in the UK
Benefits
- 25 days annual leave, increasing by 1 day each year up to 30; option to buy/sell up to 5 days per year
- Annual performance bonus
- Outstanding pension plan with company matching (Pearson doubles your contributions)
- Private dental and private medical insurance
- Digital GP service
- Eye tests
- Cycle to work scheme
- Volunteering days/community engagement
- Employee wellbeing programmes: WellHub & Unmind
- Exclusive retail and leisure discounts
- Hybrid working model (flexibility to work from home and office)
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer servicelive chat managementlearner registrationcertification administrationproblem-solvingMicrosoft WordMicrosoft Excel
Soft skills
communicationcollaborationadaptabilityflexibilityself-motivationability to handle difficult customers