Advanced Associate, Professional Services

Job Title: Advanced Associate, Professional Services

Role Specific

Reporting to a team manager, the purpose of this role is to complete and quality check key back office activities which underpin the entry and registration transactions. The post holder will also provide second line support to our customer service teams and to customers in examination centres with complex issues relating to our processes.

Key Accountabilities

• Ensure a high standard of customer service at all times
• Liaise with customer and customer service teams by phone, Microsoft Teams and email
• Develop and maintain a professional working relationship with internal and external customers
• During peak processing periods lead a team of temporary staff in line with Pearson’s policies, procedures and values
• Deliver processes to meet service level agreements
• Effectively escalated issues to the team manager
• Comp...