• United Kingdom, Uk

Job Description:

The Customer Operations Manager will also work in close partnership with the BPO teams to deliver excellent service to our customers

Assist your Director, UK Customer Service Operations, with project and continuous improvement initiatives as required, which may be strategic and complex in nature (eg further development of a self-serve capability, inputting into requirements gathering, business case development & project planning, working closely with the UK recovery hub to improve customer experience)

Ensure all teams review processes to find efficiencies, understanding root cause and providing solutions, transit non-escalation functions to BPO teams

Take ownership of all time critical and high priority activities and ensure they are delivered in a timely manner (eg internal and external communication, audit activity, complaints/escalations from VPs and John Fallon)

Key responsibilities

Deliver against agreed customer service KPIs and SLAs, developing KPIs as appropriate in line with requirements

Ensure that HR policies employed within the Customer Operations are in line with Pearsons HR policies, whilst also being appropriate for the market served and industry leading practices

Develop a resource plan based on inbound and outbound forecasts gathered within Customer Operations and other areas of the business (eg Supply Chain, UK & International Sales teams, etc)

Establish and execute the resource plan to deliver a positive customer and learner experience at optimum cost

Manage the Escalation team to ensure delivery of accurate and efficient processing of orders and timely resolutions of escalations to from this team

Ensure teams managing escalations (From BPO teams, customers as well as all other teams) efficiently, agreeing manual workarounds where appropriate The Customer Operations Manager should step in, where required, to help clear backlogs

Ensure all teams take ownership and are accountable for dealing with queries and escalations from their customers and internal team understanding root causes and providing solutions and workarounds

Improve and refine processes to Identify cost savings within area of responsibility within department, ensure all processes include proactive management methods to ensure smooth transactions, maximum sales opportunities and successful collection of payment as well as an excellent customer experience

Manage and build a team to provide a solid and seamless base to support all the functions of the department Build key relationships with internal customers to ensure optimum supply to customer Establish and manage effective working relationships with all key business interfaces, particularly UK recovery hub program, Supply Chain, Procurement, Finance and other Operations teams

Manage key external relationships with warehouse/s, Shipping Agents/Carriers/freight forwarders and other third parties (eg PubEasy, Esker)

Establish ways of working for your teams to work closely with Sales teams supporting them to assist their customers with pre and post-sales support functions

Manage senior stakeholder relationships, including the VP and Heads of Sales for UK and international markets

Work with your teams and establish proactive ways of improving customer experience by providing their customers with resolutions that taking into consideration their individual account needs

Ensure both teams work in partnership with the BPO teams and support them to deliver excellent service to our customers (eg regular forums to share updates, quality calibrations, regular briefings on new initiatives, process updates and promotions and training etc)

Carry out regular quality checks to ensure your team members knowledge on Pearson product, promotions, and processes including workarounds are in line with expected standards

Review and document all operational processes, find efficiencies and improvements and work with experience user team, BPO teams and other areas of the business to implement changes (eg Identify transactional activity in both teams and make recommendations to transit this activity to 1st line, freeing up this team to work on continuous improvement activities and enhancing current processes)

Establish a system to ensure all training and process documents are kept up to date

Provide the Director, UK Customer Service Operations with reporting (daily / weekly monthly management reports) as well as implement and maintain dashboard to monitor department performance, trend (stats, type of queries etc)

Assist the Director, UK Customer Service Operations to implement processes to improve information sharing within the team and all our internal customers and BPOS

Manage internal and external communication in conjunction with the experience users and ensure all communication sent out to internal and external customers are accurate and precise

Ensure Audit request are completed accurately and in a timely manner Conduct an end to end Audit process review to ensure all Audit request for POD, Account creation and Price & discounts queries are completed with 100 PERCENT accuracy

Attend sales forums, and provide updates and assist with sales queries and other escalations from operations teams

Ensure invoice coding is completed in a timely manner

Stand in when the Director, UK Customer Service Operations, is unavailable for meeting and complete other relevant customer operations activities as and when required as well as assist in all other areas of Customer Operations when requested to do so

Pearson is an equal opportunities employer We do not discriminate against employees or job applicants and select the best person for each job based on relevant skills and experience We are also committed to building an accurate picture of the make-up of the workforce and encouraging equality and diversity The information you provide will stay confidential, and be stored securely It will not be seen by those involved in making decisions as part of the recruitment process


Experience/ skills

Customer focused and a passion for delivering an excellent customer experience

At least 5 years in a customer service management environment and demonstrable experience in managing teams, with a clear understanding of the principles of performance management and the ability to handle difficult conversations effectively

Ability to anticipate obstacles and develop proactive solutions, drive for results through execution and attention to detail

Experience of managing senior stakeholder relationships, negotiating and influencing at executive level

Ability to support the design and specification of operational Service Levels, and to manage performance against those levels, taking mitigating actions

Ability to design, analyse, interpret and understand data and reports, and summarise results concisely for management audiences, and to communicate necessary improvements appropriately

Experience of managing outsourced providers

Ability to present outputs and progress in a structured way to drive decision making

Ability to manage projects and continuous improvement initiatives

The ability to build and lead virtual teams successfully

Ability to work under pressure with quick turnaround on results while juggling multiple tasks and issues

Excellent organisational and communication skills

Sound experience of sales support

Good presentation skills and experience of reporting through progress at all levels within an organisation

Good negotiating skills

Good recruitment and selection skills

Desirable skills and characteristics

Knowledge of Pearson products and / or related industry experience

Knowledge of export practices and procedures

Fluency in a second language is desirable

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Educational/Training
Functional Area : HR/PM/IR/Training
Role : Recruitment
Salary : As per Industry Standards
Deadline : 19th Apr 2020

Key Skills:

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