Account Service Specialist
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.
The overall purpose of the Account Specialist role is to provide outstanding professional services to a specified range of School and Further Education customers, on the telephone, by email and sometimes face to face at Network Events or customer visits. Usually, these customers will hold the position of Examinations Officer within their institution.
The Account Specialist will be a single point of contact for all administrative queries received from their accounts.
The Account Services Specialist will be accountable across two key areas.
- External customer experience.
In order to fully support their customer accounts, the position holder will be expected to hold and/or rapidly develop a detailed understanding of the technical aspects of the customer experience. This includes in-depth, detailed understanding in respect of: customer-facing sales ordering, intranet and online systems, product availability and pricing policies; learner record maintenance including processes relating to the assessment and award of qualification outcomes. The Account Specialist will be able to converse with confidence and authority across all aspects of the customer experience.
Customer contact is received by email, post and telephone and the position holder will be accountable for the proactive management of the customer relationship, to minimise the volume of unnecessary inbound contact and to support the customer in becoming increasingly self-sufficient.
The Account Specialist will be responsible for the strength of the relationship between the customer and Edexcel and for personalising the service offer to each individual customer. This will require an in-depth knowledge and understanding of the customer need. Working as a member of a team, the Account Specialist will be required to support other members of the team with their customer accounts where workloads dictate.
- Internal business engagement.
The division relies heavily on other operational and commercial teams in order to provide exceptional service to customers. The position holder is therefore accountable for ensuring that working relationships are invested in and continuously reviewed and developed. It is essential that the attitudes and behaviours exhibited by all members of the Customer Services division are in keeping with the Pearson values (brave; imaginative; decent) and with those most conducive to a productive, service-based environment. The Account Specialist will actively seek opportunities to foster productive relationships by displaying such behaviours in their dealings with co-dependent stakeholders.
The key challenges in respect of the Account Specialist role are closely aligned to the two key areas of accountability.
- Improving customer perceptions during a time of unprecedented change.
Whilst the organisation's reputation for service has improved over the last three years, our customers need a greater level of support than ever before. A detailed technical understanding of the role of the Examinations Officer has become more important given the ongoing changes to education policy and the regulation of qualifications and assessment. The shift from modular to linear modes of General Qualifications delivery, the widespread adoption of onscreen testing and the introduction of 'next generation' BTEC courses present three of the most significant challenges the business has experienced. The Account Specialist will therefore need to establish effective methods of maintaining and updating their technical and product-related skill-sets.
- Increasing the level of business engagement within the parameters of budgetary constraint.
The wider business has been fully engaged within a three-year service improvement programme, which came to a close in 2011. Whilst this has delivered numerous benefits to the customer, the division faces a challenge in ensuring that co-dependent teams retain a sense of responsibility for the overall external customer experience. The outlook and attitude of colleagues across the business will determine whether or not our service reputation continues to improve, and the personal style of our Account Specialists will be a key factor in our ability to shape organisational culture in favour of the customer.
Educated to GCSE/ A level or equivalent Individual
Business-related professional qualification
Service-related professional qualification
Relevant Experience- Essential
Relevant experience within a service-based environment
Customer Service Experience
Relevant Experience- Desirable
Experience of service roles within the qualifications, assessment and/or publishing industries
Understanding of the particular needs of Examinations Officers
Good Understanding of Microsoft packages.