Job Description

Specialist, Customer Experience (Social Media & Complaints)

Location: UK (Hybrid)
Function: Customer Service Excellence (CSX)
Reports to: Team Manager, Complaints & Social Media

About the Role

We’re looking for an experienced Complaints & Social Media Practitioner to join our central CSX team. This role plays a key part in ensuring complex, sensitive, or high‑visibility customer issues are handled consistently, fairly, and in line with Pearson’s standards.

You’ll work across complaints and social media activity, using sound judgement to manage non‑standard cases, protect the Pearson brand, and ensure appropriate escalation of higher‑risk issues.

This is a hands‑on, judgement‑led role with no people management responsibility.

Key Responsibilities

• Manage complex, sensitive, or non‑standard customer interactions across complaints and social media channels
• Apply professional judgement to assess, respond to, or escalate issues appropriately
• Handle public‑facing and reputationally sensitive social media interactions with care and consistency
• Work with Business Units to support effective resolution while maintaining central oversight
• Identify emerging themes, risks, or trends and contribute to insight and reporting
• Support consistent application of service standards, guidance, and escalation processes
• Provide informal support and guidance to colleagues handling defined queries

About You

• Experienced in handling complex customer issues, complaints, or sensitive public‑facing interactions
• Confident applying judgement in ambiguous or high‑pressure situations
• Strong written communication skills, particularly for customer or public channels
• Comfortable working across teams and stakeholders
• Organised, calm, and able to balance empathy, policy, and resolution

• Experience with social media platforms, complaints systems, or regulated environments is desirable.

Why Join Us?

At Pearson, we help people make progress through learning. In CSX, you’ll be part of a growing central team focused on quality, consistency, and customer trust — with opportunities to help shape how complaints and social media activity are handled across the organisation.

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