Advanced Associate, Professional Services

Responsibilities

• Provide customer-focused service by resolving queries from customers and external stakeholders via email, CRM, or phone.
• Ensure exam scripts are returned, marked, and results are accurately processed within the system.
• Raise and process Post Results Service applications.
• Support the partial missing script process in collaboration with processing and assessment teams.
• Meet agreed service level agreements (SLAs) and maintain high quality and accuracy standards.
• Build and maintain effective working relationships with internal and external stakeholders.
• Contribute to process improvement discussions and participate in team meetings.

Requirements

• Educated to GCSE level with a minimum of English Language and Mathematics (or equivalent).
• Proficient in Microsoft Office, specifically with intermediate MS Excel skills.
• Strong customer service orientation with excellent verbal and written communication skills.
• Proven attention to detail and a commitment to accuracy.
• Ability to multi-task and manage multiple priorities effectively in a structured environment.
• Strong time management skills and the ability to work collaboratively.

Preferred Qualifications

• Experience working with Oracle systems (IQS).
• Experience using EMS (AS400 / iSeries).
• Familiarity with the operations of an Awarding Body or a similar regulated environment.
• Experience supporting and motivating peers during peak processing periods.

Benefits

• Attractive UK benefits package.
• Flexible working arrangements around core hours (Monday to Friday).
• Opportunity to work within a global lifelong learning company.

About the Company

Pearson's purpose is to help people realize the life they imagine through learning. As the world's lifelong learning company, we believe every learning opportunity is a chance for a personal breakthrough.