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C1 - Customer Services Delivery Manager
Pearson
London, , United Kingdom
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Description
At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.
Purpose
The Customer Services division comprises about 230 members of staff across UK sites in London, Rugby and Manchester and in the APAC and EMEA regions internationally.
It provides personalised service to customers delivering and learners taking Pearson qualifications. These include teachers, exams officers, learners, employers and private training providers.
The division is continuously seeking to improve services to customers to maintain Pearson’s industry leading status. Customer Service is heavily dependent on support from teams within the wider qualifications business in the delivery of services to customers.
The role holder will be responsible for interfacing between the first line Account Services team and the qualifications operational delivery business PQS.
Accountabilities
Internal business engagement.
The position holder is personally accountable for ensuring that cross-company working relationships are invested in and continuously reviewed and developed. The division relies heavily on other operational and commercial teams in order to provide exceptional service to customers.
Quality management.
The position holder will be accountable for supporting the heads of department in project managing the development of quality processes and procedures.
Leadership across Pearson
The position holder has personal accountability for representing the Customer Services division across Pearson UK. They will develop a network of mutually beneficial contacts at senior and management levels. Strong relationships with other areas of Pearson UK will be essential to deliver the best possible outcomes for customers.
Continuous Improvement and Customer Experience
To identify trends in complaints and queries and working with partners across the business to make incremental changes that will lead to an improved customer experience. Maintaining an overview of complaints and providing support to business teams in resolving these.
Qualifications
Candidate Profile
• Excellent written and verbal communication skills and ability to communicate to various levels
• Excellent interpersonal and relationship management skills with the ability to work effectively and tactfully with senior management
• Excellent team player with the ability to motivate others and have a collaborative approach to achieving results
• Self-motivated and enthusiastic individual with proven ability to generate solutions and results
Key Competencies
● Providing a customer focused service
● Communicating with influence
● Working with others to achieve goals
● Delivering goals in a changing environment
● Taking a creative and innovative approach to work
● Maximising potential in self and others
Pearson Profile Competencies
Customer focused
Passionate about customers; acts on customer feedback and builds a lasting legacy
Transformational
Champions change; creates the right environment for change and identifies and closes gaps in the
organisation’s capability
Innovative
Champions new ideas and business models; implements new thinking that benefits the business and encourages a culture of innovation
Inspirational
Is emotionally intelligent and engages people’s hearts as well as their minds
Relationship builder
Promotes and enables collaboration; encourages open conversations and seeks out diverse ideas
Makes it happen
Makes clear and consistent decisions that meet the organisation’s goals and is accountable for achieving those goals
The Delivery Manager will be expected to frequently travel between sites to work with key stakeholders in order to lead and drive through on improvements to processes.
Pearson Values
Brave – willing to try new approaches, take risks, challenge the status quo.
Imaginative – Looks for innovative approaches, ways to reduce cost and improve quality.
Decent – in all interactions with colleagues, customers and in the leadership of the team.
Accountable – takes ownership of issues and works with colleagues to find solutions.
Other Requirements
Ability to travel between Manchester and London sites.
Previous Experience
Desirable:
Working in customer facing role.
Contact centre experience.
Knowledge and understanding of the UK qualifications industry.
Desirable:
• Educated to degree level or equivalent.
Working hours - 37.5 per week
This role will close on the 22nd November 2016