Job Description

Advanced Associate – Customer Services

Location: Salford Quays, Manchester (Hybrid)
Salary: £26,228 + Annual Performance Bonus

About Pearson

At Pearson, we help people realise the life they imagine through learning. As the world’s leading learning company, we support millions of learners globally through digital learning, qualifications, assessments, and education services across nearly 200 countries.

Learning is at the heart of everything we do — and our people are what make the difference. We’re passionate about creating an inclusive, collaborative workplace where everyone can grow, develop, and make a real impact.

The Opportunity

We’re looking for enthusiastic and customer-focused individuals to join our Customer Services team in Manchester. As an Advanced Associate, Customer Services, you’ll be the first point of contact for customers, supporting schools, colleges, and learners with queries relating to Pearson qualifications. You’ll handle a variety of enquiries via phone, email, and live chat, helping customers with everything from learner registrations to certification and complex issue resolution. This is a fast-paced, rewarding role where no two days are the same.

What You’ll Be Doing

• Delivering outstanding customer service across phone, email, and live chat
• Supporting customers with qualification administration and certification queries
• Resolving complex customer issues with confidence and empathy
• Working collaboratively with internal teams across Pearson
• Building strong relationships with schools, colleges, and centres
• Keeping up to date with changes across the education sector
• Representing Pearson at customer and centre network events once established in role

What We’re Looking For

• Have previous customer service experience or transferable customer-facing skills
• Enjoy helping people and solving problems
• Are confident communicating both verbally and in writing
• Work well both independently and as part of a team
• Are comfortable using multiple systems and digital platforms
• Stay calm and professional under pressure
• Are adaptable, motivated, and eager to learn

Desirable (but not essential):

• Experience within education or teaching
• Experience managing live chat support
• Additional languages alongside English (particularly for our International team)
• Awareness or interest in AI-enabled customer service tools

Working Hours – We’re hiring across 2 different teams (Both based in our Manchester office), but the hours may vary depending on which team you’d fall in to.

UK Team

• 37.5 hours per week
• Monday to Friday
• Rotating shifts between 8am – 5pm

International Team (Still MCR Based) *

• Rotating shifts between 8am – 5pm, Monday to Friday
• Occasional Sunday working may be required
• Where a Sunday is worked, the Friday before will be given as a rota day off

*If you’re interested in the International Team, please mention this in your application.

Why Join Pearson?

You’ll be joining a friendly and supportive team of over 80 colleagues based in Manchester who are passionate about delivering exceptional customer experiences.

We offer fantastic opportunities for development, training, and long-term career growth within a global organisation.

Our Benefits Include:

• 25 days annual leave (increasing up to 30 days)
• Option to buy or sell up to 5 additional days leave
• Excellent pension scheme with matched contributions
• Private medical and dental cover
• Digital GP and wellbeing support
• Cycle to work scheme
• Volunteering days
• Retail and leisure discounts
• Hybrid working model

We’d love to hear from you! If you’re passionate about delivering exceptional customer service and want to be part of a supportive, global organisation where you can grow your career, we encourage you to apply today.

Join Pearson and help us create learning experiences that make a real difference to people’s lives.