Specialist - Customer Service
Pearson · Manchester
Job Title – Specialist, Customer Support
Description – Be the senior Tier 2 expert behind a high-profile UK assessment programme, taking ownership of the most complex customer escalations while helping to strengthen quality and capability across the wider support team. You’ll provide guidance to Tier 2 colleagues, identify training and knowledge gaps, and take operational responsibility for designated shifts during peak delivery periods.
Also known in the market as: Senior Customer Support Specialist; Senior Customer Service Specialist; Customer Service Escalations Specialist; Senior Tier 2 Support Specialist; Customer Support Team Lead.
About the Role
You will act as a senior subject matter expert within Customer Support, supporting the delivery of the National Curriculum Assessment SATs programme. Alongside handling complex Tier 2 work, you will take ownership of escalations that require a greater level of expertise, provide guidance to Tier 2 colleagues and help maintain high standards across the service.
You will quality assure Tier 2 work, identify knowledge and training gaps, and work with Business Analysts and other teams to improve service delivery. During peak periods, you will also provide operational leadership across Tier 1 and Tier 2 on designated weekend and bank-holiday shifts. This is not a formal line-management role but includes day-to-day guidance and support for the wider team.
What You’ll Do
Own and resolve the most complex customer queries and senior escalations.
Provide expert guidance and support to Tier 2 colleagues.
Quality assure Tier 2 work and help maintain consistently high service standards.
Identify training, knowledge and capability gaps and support improvements.
Analyse customer feedback and operational issues to identify opportunities for continuous improvement.
Work across Customer Service, Operations, Technology, Product and Business Analysis to improve customer experience and efficiency.
Provide operational leadership across Tier 1 and Tier 2 during designated peak-period shifts.
Contribute to operational readiness, training, lessons learned and continuous improvement.
What We’re Looking For
Strong customer service experience, including complex queries or escalations.
Excellent problem-solving and critical-thinking skills.
A self-motivated, curious and proactive approach.
Confidence providing guidance and support to colleagues.