Responsibilities

• Lead and support the customer service team in delivering exceptional service to candidates and clients throughout the certification testing process.
• Collaborate with cross-functional teams to enhance the evaluation systems and improve overall customer satisfaction.
• Manage the development and execution of customer service programs aligned with Pearson's standards and objectives.
• Analyze customer feedback and service metrics to identify trends and implement improvements in service delivery.
• Provide training and coaching to team members to ensure they have the skills and knowledge needed to excel in their roles.
• Drive initiatives to foster a culture of collaboration and belonging within the customer service team.

Requirements

• Bachelor's degree in a relevant field or equivalent work experience.
• Proven experience in customer service, preferably in an educational or assessment environment.
• Strong leadership skills with the ability to motivate and guide a diverse team.
• Excellent communication and interpersonal skills, with a focus on building relationships.
• Ability to analyze data and make informed decisions to enhance service delivery.
• Commitment to fostering an inclusive and collaborative workplace culture.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off and flexible work arrangements.
• Opportunities for professional development and career growth.
• Access to Pearson's educational resources and programs for personal and professional growth.
• A supportive and inclusive work environment that values diversity and innovation.