Advanced Associate, Customer Service

Pearson VUE

. Respond to customer enquiries by phone, email and live chat .

Posted 10/27/2026full-timeManchester • United KingdomJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service skills with the ability to manage inquiries through various communication channels while maintaining professionalism and empathy. Proficient in adapting to changing processes and effectively collaborating across teams to support qualification administration.

Highest-signal resume keywords

Customer Service ExperienceExcellent Written CommunicationExcellent Verbal CommunicationProblem-Solving SkillsTeam Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Microsoft WordMicrosoft ExcelQualification AdministrationCase Management

Soft Skills

EmpathySelf-MotivationCalm Under PressureAdaptability

Tools & Technologies

Internal Systems

Industry Keywords

Customer EnquiriesService CoverageInternational SchoolsQualification Cycle

About the role

Key responsibilities & impact

Respond to customer enquiries by phone, email and live chat
Support exams officers with qualification administration from learner entries through certification
Investigate problems, explain next steps clearly and resolve urgent or complex queries with training and support
Learn changing processes and apply new information accurately
Work collaboratively across teams and departments while managing own cases
Support service coverage during peak points in the academic year
Use Microsoft Word, Excel and internal systems to record and communicate information
Represent Pearson with professionalism, empathy and customer focus
Support international schools and qualifications centres with accurate, reassuring service across the qualification cycle

Requirements

What you’ll need

A background in customer service, or clear transferable evidence that you can deliver excellent service
Excellent written and verbal communication
Experience working effectively in a team
Confidence dealing with unhappy or dissatisfied customers
A practical, calm approach to problem-solving
Ability to adapt quickly when information, processes or priorities change
Self-motivation and confidence to work independently when needed
Basic Microsoft Word and Excel skills
Right to work in the UK
Additional languages are desirable but not essential

Benefits

Comp & perks

25 days’ annual leave, increasing by one day each year up to 30 days
Option to buy or sell up to five additional annual-leave days
Pension where Pearson doubles employee contributions
Private medical options
Dental options
Digital GP support
Eye tests
Season-ticket loan
Cycle-to-work support
Volunteering days
Wellbeing assistance
Retail and leisure discounts
Structured training
Hybrid working after successful probation sign-off