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About the Team
Teaching services is a dedicated team within the Edexcel customer services division, the department is split up into teams specialising in subject specific areas servicing the needs of our primary customer base (teachers). This post will be part of the Teaching Services team within Edexcel. There are currently c40 people within the team.
About the role
Our vision is that our reputation for delivering outstanding customer service becomes a source of sustainable competitive advantage for our business - the reason customers come to us, and the reason they stay with us. The evidence shows that our people are the most important part of our service proposition, and it's the 'feelings' that our customers have when they interact with us on a personal level that matters most. We believe that the best way to develop these personal relationships is to have empathy with our customers. We want to understand the way they work, and the challenges they face every day.
Our approach varies between customer groups because each one needs a different kind of support:
- Exams Officers
- Work-Based Learning customers (employers and training providers)
The Teaching Services team will deliver first class customer service, providing a dedicated and personalised service to our Teachers and Heads of Departments. The subject specialists now take all teaching calls, emails and "webchat" queries directly into the team. Your job would be to take subject calls and work closely with the Subject Advisors in order to gain the skills needed within your role. You will also work closely with the Assessment teams, Subject Advisors/Experts and the wider team in order to develop the right skills for your job.
To create a comprehensive and coherent first class support offering to our Teachers and Heads of Departments, ensuring that the service we provide is consistent across our portfolio of centres and subjects. As the Subject Specialist, you will be aligned with a group of subject-specific qualifications and will be expected to develop your knowledge in your selected subject areas with the support of the Subject Advisor and your line manager. It is expected that the specialist subject knowledge will develop from; initially taking and resolving subject administrative queries to; providing a more in-depth understanding of the subject content to customers, over time significantly reducing the overall 2nd line support query volumes being directed to the Subject Advisors and Experts. In this role, you will need to ensure that teachers are confident they are getting a personal, knowledgeable and responsive service
What you will be doing
- Capture and categorise all inbound queries for the given subject into the business, resolving any administrative enquiries whilst handing off more complex, teaching specific enquiries to the Subject Advisors and/ or Ask the Expert Chiefs or Chairs.
- Identify those which are administrative queries and ensuring our teaching community are provided with the appropriate tools and resources to get started
- Understand, resolve, capture and categorise the query and populate the CRM database ensuring it provides us with the right level of information in order to make changes and to feed into any given project or team.
- Identify those centres which require subject specialist advice or a consultancy service, passing these onto the Subject Advisor(s)
- Develop comprehensive knowledge of the Pearson product/service/support materials available and, learning from the subject specialists, create a continually more evolved and sophisticated understanding of the Teaching customer and the key issues arising in any particular area
- Recognise and then flag possible opportunities for any follow up from our Sales team and pass through to Sales
- Where required, support the Subject Advisor or virtual team by carrying out any research, actively getting involved with any social networking and also making visits to centres or attending any marketing campaigns/ meetings.
- Engage in the Drive Satisfaction Survey obtaining positive First Call Resolution, Agent Performance and Net Promoter Scores.
- Respond to teacher queries through the Teacher Services Portal (TSP) and subject specific Gmail accounts
- Support customers by responding to queries received through the web-chat portal
- Support customers by responding to Ask the Expert queries and inbound emails that are received in the subject-specific Gmail addresses.
Some UK travel is required to conduct customer visits.
Skills and behaviours
- Relevant experience of working in a service based environment (Training, Call Centre or 1st/ 2nd line support role/customer facing)
- Good IT skills - Word, Excel, Email (outlook)
- Social Media awareness
- Knowledge of CRM systems
- Customer focused
- Excellent communication skills - verbally and written
- Works with a good degree of autonomy but requests feedback when required
- Team player
- Educated to GCSE, A Level or equivalent
- Experience of Project Management
- Examination Board experience across Operational or Customer Service focused teams
- Working in Education, preferably with teachers
- Ability to work on Internal IT systems - iSERIES/ IQS
If this job looks like a great match to your skills and experience, we would love to hear from you. Please apply by submitting your CV and a covering letter.