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Customer Support and Communities Manager - Apprenticeship
Pearson
Harlow, , United Kingdom
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Description
Job title: Customer Support and Communities Manager Apprentice
Location: Harlow
Reference no: 1700233
About Pearson
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.
About Apprenticeships
Our mission is to develop a programme that will help Pearson, its employees and its managers to progress in their lives and careers through the high quality Apprenticeships that we at Pearson provide.
We are proud to launch our new Apprenticeship Programme, offering a range of Apprenticeships in Business Administration, Customer service, management, digital industries & IT, Financial services and more. Our apprenticeships range from level 2 through to degree level and we have intakes throughout the year.
As the world’s learning company, we understand the skills and knowledge required to empower you to succeed in learning.
Pearson believe that learning opens up opportunities, creating fulfilling careers and better lives. If you’re as passionate about apprenticeships as we are, then please do visit our website to find out more and see the full list of apprenticeships we have on offer: http://pearson.jobs/
Context
Reporting to the Head of Customer Experience, Customer Support and Communities Manager is an integral part of the Learning Services team. The post holder works collaboratively with all areas of the Service Delivery team to support growth in new digital products and services and to promote the relationship between Pearson and our existing customers and communities.
Working closely with the Training Consultant team, you will support new and growing digital adoptions both face to face with the customer and virtually, through your understanding of their requirements. You will support Service Delivery through analysis of customer success and support the reporting of this success internally and externally. The post holder will work closely with Pearson educator and learner communities to grow the impact of the Pearson brand among our customers.
Key Accountabilities
Initial customer support:
Gather implementation requirements working directly with new and existing customers. Support customers through the delivery & implementations of their adoptions with the support of the training team. Work closely with production to identify changing customer requirements.
Training support:Support Training Consultants in the delivery of getting started and orientation training for identified customers. Support training consultants through reporting and analysis of LTG and learner analytics.
Success Analysis: Work closely with the TCs to identify and facilitate a program of reporting for all digital adoptions, considering the TC and CIA timetables. Work closely with the CIA throughout the Progression and Review periods to produce and disseminate reporting that analyses student engagement and progress and promotes growth.
Community Support and Management:Support the creation of a Pearson presence on a variety of internally and externally hosted online communities. Work with marketing to promote internal and external communities as a source of support to our learners and customers. Work with Pearson Learners and Faculty Advisors to develop a plan of online support including the creation and posting of content to promote the effectiveness of internal and external communities.
Manage the content of internal and external communities on a daily basis to maintain the effectiveness of these as a support media. Maintain a presence on social media channels ensuring that all Pearson content is appropriate, effective and in line with Pearson branding guidelines.
Learner and Faculty Engagement:
Research and identify Faculty and Learner partnerships and maintain a relationship conducive to recruitment that recognises the benefits to both parties. Identify appropriate recruitment opportunities throughout the academic year and coordinate a plan of delivery. Deliver a campaign of recruitment through face to face and online events designed to identify, inform and recruit suitable candidates. Manage the recruitment of a pool of Pearson Learners and Faculty. Support the planning and Delivery of face to face events throughout the academic year.
Key competencies
• Some experience of marketing concepts including social media use/guidelines and management of communities
• Experience of current social media policies and methodologies including social media analytic
• Experience with the creation and management of web-based communities
• Ability to handle multiple priorities simultaneously and operate in a demanding work environment.
• Ability to prioritise tasks and manage time effectively
• Excellent technical and analytical problem solving skills
• Excellent presentation and communication skills
• Driven, highly motivated and independent worker
• Strong organisational and planning skills
• Demonstrate attitude and behaviour consistent with Pearson values
Person Specification
The ideal candidate will:
• Have experience in a customer facing role (Essential)
• Have a minimum of 5 x GCSE at grades A*-C including maths and English (Essential)
• Have experience working with high value customers to identify their needs (Desirable)
• Hold awareness of building brand and branding initiatives (Desirable)
Personal Style and Behaviour
• Professional approach at all times
• A good team player, with a flexible, self-motivated and hands-on approach
• Excellent organisational skills and the ability to create and improve processes
• Excellent time management skills
CustomerService Apprenticeship Framework – Level 3
During the Apprenticeship, the post holder will work towards gaining a Level 3
qualification in Customer service, through work based learning.
As part of the training for the advanced Customer Apprenticeship
you'll complete a:
• Level 3 NVQ Diploma in Customer Service
• Level 3 Certificate in Customer Service
• Level 2 Functional Skills in English and mathematics
We offer a competitive salary for all our Apprenticeships.
The deadline for this role is 23/02/2017.