Advanced Associate - Customer Service

Pearson VUE

. Act as a subject matter expert and escalation point for complex customer enquiries and operational issues .

Posted 10/20/2026full-timeManchester • United KingdomJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in resolving complex customer queries and escalations while maintaining high service levels and performance targets. Proficient in operational processes related to education assessments, with a focus on continuous improvement and collaboration across teams.

Highest-signal resume keywords

Complex Case ResolutionCustomer Service ExperienceOperational ImprovementStrong Communication SkillsMicrosoft Office Proficiency

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Complex Case ResolutionOperational ProcessesAssessment ProcessesQuality CalibrationPerformance MonitoringCustomer Satisfaction MetricsService RecoveryContinuous ImprovementData AnalysisProblem-Solving

Soft Skills

Strong CommunicationInterpersonal SkillsSelf-MotivatedCuriousProactiveAttention to DetailAdaptability

Tools & Technologies

Microsoft ExcelMicrosoft WordMicrosoft PowerPoint

Industry Keywords

Education AssessmentsNational Curriculum AssessmentSATs ProgrammeCustomer ServiceOperational Readiness

About the role

Key responsibilities & impact

Act as a subject matter expert and escalation point for complex customer enquiries and operational issues
Own and resolve complex customer queries and escalations from schools, local authorities, markers, test administrators and other stakeholders
Investigate difficult cases and coordinate internal or external support to reach resolution
Support Tier 1 advisors with difficult queries and help improve first-contact resolution
Investigate service-recovery cases following poor customer feedback
Monitor workloads, prioritise cases and keep activity moving within service levels and performance targets
Review Tier 1 interactions through quality calibration and audits, including two Tier 1 audits a week
Identify recurring contact drivers, process gaps and knowledge issues, and work with relevant teams on improvements
Build detailed knowledge of assessment processes, policies, systems and operational procedures
Contribute to operational readiness, testing, training, lessons learned and continuous improvement
Support delivery of the National Curriculum Assessment SATs programme
Work across customer service, operations, technology and analysis to turn customer and operational insight into practical improvements

Requirements

What you’ll need

Strong communication and interpersonal skills
Self-motivated, curious and proactive approach
Strong problem-solving and critical-thinking ability
Experience handling challenging customer-service situations, escalations or complex case resolution
Excellent organisation and attention to detail
Ability to work independently while collaborating effectively across teams and outsourced partners
Confidence using Microsoft Office, including Excel, Word and PowerPoint
Adaptability and willingness to work flexibly in a dynamic operational environment
Experience in education assessments such as SATs, customer service, continuous improvement, or customer-satisfaction metrics is advantageous
Ability to work rotational shifts during the peak period, including extended hours on weekdays, weekends and bank holidays

Benefits

Comp & perks

Permanent, full-time employment
Hybrid working arrangement
37.5-hour contracted week
Days off adjusted within the week so contracted hours are not exceeded
Annual leave during the peak period restricted except in exceptional circumstances at management discretion