Advanced Associate, Professional Services
Reports to: Team Manager, Customer Operations
The Role
In this role, you will support learners, customers, and internal teams by managing certificate replacement requests, subject access requests (SAR), and enquiries relating to historical results and records held across multiple systems. You will play an important part in ensuring every interaction reflects Pearson’s commitment to accuracy, fairness, and high-quality customer service.
You will work in a detail-focused, customer-facing environment where accuracy, timeliness, and professionalism are essential. In your first six months, you will make an impact by consistently meeting service level agreements (SLAs), maintaining strong quality standards, and contributing positively to team collaboration and process improvement.
This role offers a blend of customer service, data handling, and process ownership, with opportunities to support colleagues during peak periods and contribute to how work is delivered across the team.
What You’ll Own
Success in this role is defined by delivering accurate, timely outcomes while maintaining a consistently high standard of customer care.
You will be responsible for:
* Owning the end-to-end processing of certificate replacement and subject access request (SAR) applications, including completing accurate identification checks for each application.
* Resolving queries from customers and external teams promptly and professionally.
* Providing timely and accurate delivery of information across all communication channels, including Microsoft Teams, phone, and email.
* Ensuring all work meets agreed service level agreements (SLAs) and quality standards.
You will also:
* Maintain a high standard of customer service at all times.
* Build and maintain effective working relationships with internal and external stakeholders.
* Lead and support temporary staff during peak processing periods, in line with Pearson policies and values.
* Escalate risks, issues, or concerns to the Team Manager or Team Leader as appropriate.
* Actively participate in team meetings, reviews, and process discussions.
* Contribute ideas and recommendations for process improvements.
* Demonstrate and live the Pearson Essential Behaviours in all aspects of your work.
About You
You bring a strong customer service focus, excellent attention to detail, and the ability to manage multiple priorities effectively. You communicate clearly and professionally with customers, peers, and stakeholders, and you take accountability for delivering accurate, high-quality work.
You are comfortable working collaboratively to achieve individual and team Objectives and Key Results (OKRs), while also demonstrating initiative, responsibility, and reliability in your own work. You work well in a structured, process-driven environment and are confident handling sensitive information with care and discretion.
Skills and Competencies
Essential:
* Strong customer service orientation.
* Clear and effective verbal and written communication skills.
* Ability to collaborate with others to achieve individual and team OKRs.
* Proven attention to detail and commitment to accuracy.
* Ability to multi-task effectively.
* Strong time management skills.
Desirable:
* Creative and innovative problem-solving skills.
* Ability to inspire team commitment, spirit, pride, and trust.
* Experience supporting and motivating peers during busy periods.
Qualifications and Experience
Essential
* Educated to GCSE level with a minimum of English Language and Mathematics, or equivalent.
* Proficient in PC use and Microsoft Office, with intermediate skills in MS Excel.
Desirable
* Experience working with Oracle systems (IQS).
* Experience using EMS (AS400 / iSeries).
Experience
Essential
* Demonstrated ability to manage multiple tasks and priorities effectively.
Desirable
* Familiarity with the operations of an Awarding Body or similar regulated environment.
What You’ll Get
At Pearson, we invest in our people as much as we invest in learning. In this role, you will gain valuable experience within a global education organisation and be part of a collaborative and supportive team.
In return, we offer the following benefits:
* 25 Days annual leave (increasing by 1 day with every year of continuous service up to 30 days); annual leave trading, +/- 5 days
* Annual Bonus
* Private Pension plan scheme where we pay in double what you contribute, up to 16% depending on your age
* Private medical and dental care insurance options, plus free eye tests
* Stock/share purchase options
* Maternity, paternity, and family care leave as well as flexible working policies
* An employee wellbeing assistance programme
* Cycle to work program, volunteering days, gym membership concessions in selected office locations, along with retail and leisure discounts
This role is fully onsite, aligned to Hellaby location. Our office is at Pearson, Fretwell Rd, Hellaby, Bramley, Rotherham S66 8HN. We work a 37.5-hour week, with all our team free to flex their day around our core hours, which are Monday to Friday.
Ready to Make an Impact?
Apply now and help shape the future of learning with Pearson.
Who we are:
At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.
Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. 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 actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.
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.
Job: Customer Success
Job Family: GO_TO_MARKET
Organization: Assessment & Qualifications
Schedule: FULL_TIME
Workplace Type: On-site
Req ID: 22104
#J-18808-Ljbffr