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
What to expect from Pearson
Did you know Pearson is one of the 10 most innovative education companies of 2022?
At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.
We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.
Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.
To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.
If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com.
Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.
Job: CUSTOMER SERVICE
Organization: Assessment & Qualifications
Schedule: FULL_TIME
Workplace Type: Hybrid
Req ID: 17753