About the role: Join our dynamic team as a Customer Service Analyst (Returns Process Improvement Specialist), where you will play a vital role in enhancing the customer experience by optimizing our returns process. Working closely with our Continuous Improvement Team in the UK, you will proactively identify opportunities to streamline our returns procedures and implement changes to ensure efficient and effective operations.

Our team: Assessment & Qualifications - PQS (Pearson Qualification Services) The Qualifications Processing directorate consists of several areas, which work together to deliver General and Vocational Qualification operations throughout the year. This operation supports the delivery of accurate results to every candidate in each examination session.

Our Purpose - Add Life to a Lifetime of Learning

 

As a Customer Service Analyst, you’ll be responsible for:

Conduct data analysis to identify patterns in customer behaviour and preference. Ensure that all customer inquiries are handled in a timely manner.  Investigate root causes, identify returns systems, and process issues working directly with the continuous improvement team to implement changes.  Manage/Complete daily return-related activity within agreed SLA (Service Level Agreement).  Analyst customer inquiries and feedback to identify trends and areas for improvement. 

 

To be successful in this role, you will ideally have: 

Skilled in utilizing MS Office applications, OneCRM, and other relevant tools. Excellent communication skills, both written and verbal.  Ability to work independently and as part of a team. Proactive involvement in determining and implementing process/system changes.  Proficient in analysing substantial amounts of data. 

 

Work Setup

Hybrid Equipment provided (Laptop and Headset) Schedule: Monday to Friday

 

Flexible working: We are committed to hybrid working practices and has adopted flexible remote and virtual working. Where possible our employees can choose to manage their attendance to the office more flexibly.

If you are as passionate as we are about changing lives through learning, then help us to learn more about you and why you want to work with Pearson. Click ‘Apply Now’ to create your application online.