About Pearson: Pearson is a prominent global education and publishing company with a rich history dating back to its founding in 1844. Specializing in educational products and services, Pearson operates in over 70 countries, serving students, educators, and professionals worldwide. The company offers a wide array of educational resources, including textbooks, digital learning tools, online courses, and assessment services. Learn more at pearsonplc.com 

About the Position: Our Customer Services team is made up of friendly, hardworking, and customer-focused colleagues. We support Schools and Colleges in the UK and internationally to deliver Pearson Schools Product and Services.  

As a Team Leader your days are dynamic and demanding. You'll lead a team of Customer Service Specialists, guiding them to deliver exceptional service aligned with Pearson's strategic priorities. Each day brings projects, meetings, and tasks, all requiring your timely attention and reporting. You'll also support colleagues within the ICC when needed, acting as a role model for positive behaviours across the department. With a focus on continuous improvement, you'll cultivate a team dedicated to delivering quality service, fostering both business growth and individual development 

 

Key Responsibilities:  

A Customer Service Team Leader plays a crucial role in ensuring the smooth operation of a customer service team. Here are the key responsibilities: 

Team Management: Supervise and guide team members: Provide daily oversight and support to ensure team members perform efficiently. Performance monitoring: Regularly evaluate individual and team performance against key performance indicators (KPIs). Scheduling: Create and manage work schedules to ensure adequate coverage during peak times. Conflict resolution: Address interpersonal conflicts within the team promptly and professionally. 

Training and Development Onboarding new hires: Train new team members on company policies, procedures, and customer service standards. Continuous training: Organize and lead ongoing training sessions to improve skills and product knowledge. Mentoring: Act as a mentor to team members to foster their growth and career development. 

Quality management Handle complex or escalated customer complaints to ensure resolution. Quality assurance: Monitor calls, emails, or chats to ensure adherence to quality standards and policies. Feedback management: Collect customer feedback and provide actionable insights to improve service quality. 

Process and Strategy Improvement Policy implementation: Ensure team compliance with company policies and procedures. Efficiency enhancement: Identify bottlenecks in processes and suggest improvements to enhance productivity. Reporting: Generate regular reports on team performance, customer satisfaction, and service issues. 

Communication and Collaboration Liaise with other departments: Collaborate with sales, technical support, and operations teams to address customer issues effectively. Communicate goals and updates: Keep the team informed about company updates, targets, and new initiatives. Represent the team: Act as a point of contact between the team and higher management. 

Motivation and Engagement Foster a positive work environment: Create a supportive atmosphere that encourages teamwork and engagement. Recognize achievements: Celebrate individual and team successes to maintain morale. Provide constructive feedback: Offer regular and actionable feedback to help team members improve. 

Experience  

Leadership Experience A background in Customer Service and team management or the ability to display the required skills to deliver excellent customer service experience: 3-5 years in roles preferred with increasing responsibility, including leading teams, projects, or initiatives. Experience in mentoring or coaching team members. Demonstrated ability to make decisions under pressure and inspire confidence. 

Communication Skills Excellent communication skills. Proven experience in managing stakeholders, delivering presentations, and resolving conflicts effectively. Experience in facilitating discussions, conducting performance reviews, and fostering a culture of open communication. 

Project and Task Management Demonstrated ability to oversee multiple projects, ensuring deadlines and quality standards are met.  

Team Development Experience in hiring, onboarding, and training new employees. Building strategies for performance improvement, career growth, and engagement within a team. 

Problem-Solving and Conflict Resolution A history of navigating challenges, both within teams and with external parties, to maintain productivity and morale. Ability to mediate disputes and ensure fair solutions. Adaptable to sudden changes within the educational system, and being flexible to meet our customer and business needs throughout the year   

Performance Metrics and Reporting Familiarity with KPIs (Key Performance Indicators) and experience in measuring team performance. Reporting progress to management or stakeholders. 

Basic MS Word and Excel   

Self-motivated   

Location: Pearson Manila 7th Floor, North Tower, Rockwell Business Center, Sheridan corner United Streets, Mandaluyong City ·  

Work Setup: Office based with an option to move to Hybrid working 3 days per week, giving you the flexibility to work from home and the office on completion of training, probation and demonstrating the ability to manage the team efficiently.  Office-based calibration plays a crucial role in fostering a strong and connected team. It helps in creating an environment where team members can easily share knowledge and support each other. This face-to-face interaction can enhance communication, build trust, and promote a sense of community within the team. 

(Please note hybrid working will only be available once a minimum of 3-month probation has been passed and signed off by a manager.)   

Shifts: 7.5 hour shifts, shift patterns to be confirmed, Monday to Friday

Who are we looking for?   

We are looking for a Team Leader with a strong background in Customer Service or the ability to demonstrate exceptional service skills. You should thrive in a team environment, be comfortable liaising with multiple departments, and have the initiative and confidence to work independently when necessary.  You should foster a collaborative and supportive environment where every team member feels valued and empowered. They communicate clearly and effectively, ensuring that everyone understands their roles and responsibilities. By setting clear goals and expectations, a good leader motivates the team to achieve their best. They also recognize and celebrate individual and team achievements, which boosts morale and encourages continued effort. Additionally, a good leader is adaptable, able to manage changes and challenges with confidence, and provides guidance and support to help the team navigate any obstacles. This combination of clear communication, motivation, recognition, and adaptability helps the team work cohesively and efficiently. 

Your Rewards & Benefits   

These are just some of the benefits that we offer that you can look forward to:   

· 25 Days annual leave, this increases by 1 day each year up to 30 days with the option to buy and sell up to 5 days per year on top of this.   

· A fantastic Pension plan, where Pearson double what you contribute.   

· Volunteering days   

· Employee wellbeing assistance   

. Yearly pay increase and Bonus