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We take learning personally. Our courses and resources are available in print, online and through multi-lingual packages, helping people learn whatever, wherever and however they choose. Pearson is the world’s leading learning company. Our education imprints combine 150 years of experience with online support for every learner. We provide education and assessment services in over 75 countries. Products such as MyLabs are changing education practice worldwide. Every day our work helps learning flourish, and wherever learning flourishes, so do people.
About the Role
The role of the Subject Advisor for Health and Social Care and the Early Years requires a good understanding of the education system and the role of the teacher/tutor/assessor within secondary schools, FE and training centres. In addition, the role requires a working knowledge of the subject area, as well as an understanding that changes within the sector such as to the curriculum and legislation mean that centres require frequent updates. It is expected that you will have appropriate teaching/subject specific qualifications and have teaching experience of both the Health and Social Care and Early Years sectors having worked in education and/or within a Health and Social Care and/or Early Years setting. Most of the qualifications we offer are in Health and Social Care. Having training, teaching and work experience in this area is therefore most important.
Role description
– To service all inbound teaching queries via email, telephone, online communities, social media and li- ve chat from the key customer segment of teachers and, in so doing, defend our market share
– To capture the knowledge gained from the breadth and depth of enquires to help inform the business internally about the requirements of the customer and the performance of Pearson UK products and services
– To provide a best-in-class outbound information service to current customers to assist in reducing churn/switching and improving product performance
– To build close, rich relationships with our customers and a reputation for superior customer service to reinforce switching costs.
– To act as the public face and a focus of expertise for their own subject both to customers and within the business.
Key Responsibilities
The Subject Advisor has accountability for both external and internal customer service delivery for a designated subject(s) or sector(s).
The subject Advisor will:
– Be the ‘face’ of the subject and the first point of contact for teachers via email, telephone, live chat and social media;
– Establish and manage subject communities on OneCRM;
– Provide live online subject-specific support sessions for teachers;
– Manage, review and fully utilise the first line queries into the business in order to find customer solutions or pro-actively feed back across the teaching community;
– Manage the “Ask the Expert“ team for their subject to ensure a responsive service;
– Seek contact with customers in centres and at events (such as launch and training events, local network events, conferences and examiner meetings;
– Lead virtual subject teams within Pearson and build relationships with key internal and external stakeholders;
– Edit and author a subject area on the Edexcel website and author monthly email updates;
– Lead on and review all (subject specific) Social Media content including the use of facebook and Twitter;
– Respond to teacher queries received on Live Chat;
– Respond to teacher telephone calls and manage cases created in OneCR;
– Update and advise the wider customer services team, business managers and regional staff on developments in the subject are;
– Contribute to root-cause analysis of important issues around customer enquiries;
– Analyse trends in customer contacts, recommending and implementing pro-active solutions for providing information to customers such as the use of short videos and ‘shift-left’ approaches;
– Keep abreast of developments in education generally and in their subject area specifically;
– Engage in continual professional development to ensure their subject knowledge is up-to-date.
Education/Qualifications
– Degree level education or equivalent
– Sound understanding of Health & Social Care and Childcare qualifications across all sectors, ideally those offered by Pearson.
– Good understanding of the educational environment in the UK and internationally
– Teaching qualification and experience.
Key Competencies
– Stakeholder engagement across teams based in the UK.
– Influencing decision making. Using expert knowledge of Health & Social Care and Childcare when engaging in developments
– Delivering goals that are directly linked to corporate goals
– Proactive & innovative approach to problem solving
– Confident in delivering training sessions on expert subject face to face or via online events.
Pearson Profile Competencies
– Customer focused: Passionate about customers; acts on customer feedback and builds a legacy
– Transformational: Champions change; creates the right environment for change and identifies and closes gaps in the organisation’s capability
– Strategic and visionary: Communicates and involves people in the global vision and strategy; is commercial
– Innovative: Champions new ideas and business models; implements new thinking that benefits the business and encourages a culture of innovation
– Developer: Builds a development culture; prioritises development activities and develops their own people
-Inspirational: is emotionally intelligent and engages people’s hearts as well as their minds
– Relationship builder: Promotes and enables collaboration; encourages open conversations and seeks out diverse ideas
– Makes it happen: Makes clear and consistent decisions that meet the organisation’s goals and is accountable for achieving those goals
Work location: This is a current remote based/work from home position on a temporary basis until Spring 2021 latest. The role will then be based in our 80, Strand office.
For information and to apply please click here