Advanced Associate, Professional Services

Advanced Associate, Professional Services

Reports to: Team Manager, Customer Operations

In this role, you will support learners, customers, and internal teams by managing certificate replacement requests, subject access requests (SAR), and enquiries relating to historical results and records held across multiple systems. You will play an important part in ensuring every interaction reflects Pearson’s commitment to accuracy, fairness, and high-quality customer service.

You will work in a detail-focused, customer-facing environment where accuracy, timeliness, and professionalism are essential. In your first six months, you will make an impact by consistently meeting service level agreements (SLAs), maintaining strong quality standards, and contributing positively to team collaboration and process improvement.

This role offers a blend of customer service, data handling, and process ownership, with opportunities to support colleagues during peak periods and contribute to how work is delivered across the team.

Success in this role is defined by delivering accurate, timely outcomes while maintaining a consistently high standard of customer care.

• Owning the end-to-end processing of certificate replacement and subject access request (SAR) applications, including completing accurate identification checks for each application.
• Resolving queries from customers and external teams promptly and professionally.
• Providing timely and accurate delivery of information across all communication channels, including Microsoft Teams, phone, and email.
• Ensuring all work meets agreed service level agreements (SLAs) and quality standards.

You will also:

• Maintain a high standard of customer service at all times.
• Build and maintain effective working relationships with internal and external stakeholders.
• Lead and support temporary staff during peak processing periods, in line with Pearson policies and values.
• Escalate risks, issues, or concerns to the Team Manager or Team Leader as appropriate.
• Actively participate in team meetings, reviews, and process discussions.
• Contribute ideas and recommendations for process improvements.
• Demonstrate and live the Pearson Essential Behaviours in all aspects of your work.

You bring a strong customer service focus, excellent attention to detail, and the ability to manage multiple priorities effectively. You communicate clearly and professionally with customers, peers, and stakeholders, and you take accountability for delivering accurate, high-quality work.

You are comfortable working collaboratively to achieve individual and team Objectives and Key Results (OKRs), while also demonstrating initiative, responsibility, and reliability in your own work. You work well in a structured, process-driven environment and are confident handling sensitive information with care and discretion.

• Strong customer service orientation.
• Clear and effective verbal and written communication skills.
• Ability to collaborate with others to achieve individual and team OKRs.
• Proven attention to detail and commitment to accuracy.
• Ability to multi-task effectively.
• Strong time management skills.

• Creative and innovative problem-solving skills.
• Ability to inspire team commitment, spirit, pride, and trust.
• Experience supporting and motivating peers during busy periods.

• Educated to GCSE level with a minimum of English Language and Mathematics, or equivalent.
• Proficient in PC use and Microsoft Office, with intermediate skills in MS Excel.

• Experience working with Oracle systems (IQS).
• Experience using EMS (AS400 / iSeries).

• Demonstrated ability to manage multiple tasks and priorities effectively.

• Familiarity with the operations of an Awarding Body or similar regulated environment.

At Pearson, we invest in our people as much as we invest in learning. In this role, you will gain valuable experience within a global education organisation and be part of a collaborative and supportive team.

In return, we offer the following benefits:

• 25 Days annual leave (increasing…