Specialist - Customer Service

Job Title – Specialist, Customer Support

Description – Be the senior Tier 2 expert behind a high-profile UK assessment programme, taking ownership of the most complex customer escalations while helping to strengthen quality and capability across the wider support team. You’ll provide guidance to Tier 2 colleagues, identify training and knowledge gaps, and take operational responsibility for designated shifts during peak delivery periods.

Also known in the market as: Senior Customer Support Specialist; Senior Customer Service Specialist; Customer Service Escalations Specialist; Senior Tier 2 Support Specialist; Customer Support Team Lead.

About the Role

You will act as a senior subject matter expert within Customer Support, supporting the delivery of the National Curriculum Assessment SATs programme. Alongside handling complex Tier 2 work, you will take ownership of escalations that require a greater level of expertise, provide guidance to Tier 2 colleagues and help maintain high standards across the service.

You will quality assure Tier 2 work, identify knowledge and training gaps, and work with Business Analysts and other teams to improve service delivery. During peak periods, you will also provide operational leadership across Tier 1 and Tier 2 on designated weekend and bank-holiday shifts. This is not a formal line-management role but includes day-to-day guidance and support for the wider team.

What You’ll Do

• Own and resolve the most complex customer queries and senior escalations.

• Provide expert guidance and support to Tier 2 colleagues.

• Quality assure Tier 2 work and help maintain consistently high service standards.

• Identify training, knowledge and capability gaps and support improvements.

• Analyse customer feedback and operational issues to identify opportunities for continuous improvement.

• Work across Customer Service, Operations, Technology, Product and Business Analysis to improve customer experience and efficiency.

• Provide operational leadership across Tier 1 and Tier 2 during designated peak-period shifts.

• Contribute to operational readiness, training, lessons learned and continuous improvement.

What We’re Looking For

• Strong customer service experience, including complex queries or escalations.

• Excellent problem-solving and critical-thinking skills.

• A self-motivated, curious and proactive approach.

• Confidence providing guidance and support to colleagues.

• Strong communication, organisation and attention to detail.

• Ability to work independently while collaborating effectively across teams.

• Confidence using Microsoft Office, including Excel, Word and PowerPoint.

• Experience in education, assessments, awarding bodies, continuous improvement or customer satisfaction is advantageous.

Location & Working Pattern

Manchester, UK, hybrid. The team generally works together in the office two days per week. The contracted week is 37.5 hours.

During the peak period from May to the end of June, rotational shifts support extended operating hours of 08:00–21:00 Monday-Friday and 08:00–20:00 at weekends. Specialists may take operational responsibility for designated weekend or bank-holiday shifts, with days off adjusted during the week so contracted hours are not exceeded.

Annual leave during the peak period is restricted except in exceptional circumstances at management discretion.

Why Join Pearson?

This role combines complex customer problem-solving with the opportunity to have a wider impact on the quality and performance of a nationally significant assessment service. You’ll build on your Tier 2 expertise while developing experience in senior escalations, quality assurance, team capability and operational leadership.