Apprentice, Customer Service

About

# About the Role Pearson is a world‑leading education and assessment company that designs, develops, and delivers learning solutions to millions of learners across more than 70 countries. With a strong focus on digital transformation, Pearson helps schools, universities, and corporate clients improve outcomes through innovative testing platforms, online learning tools, and data‑driven insights. The Apprentice – Customer Service role is a 12‑month, full‑time apprenticeship designed for recent graduates who want to start a career in customer operations. The apprentice will be embedded in Pearson’s Customer Service / Operations core area, handling inbound queries, managing cases, and supporting global teams across multiple time zones. This position provides hands‑on experience that serves as an ideal launchpad for a long‑term career in client‑facing roles. # Key Responsibilities - Respond to customer inquiries via email and case-management systems with clear, professional communication. - Investigate issues, gather relevant data, and identify root causes to provide accurate resolutions. - Document every step of the case lifecycle – from receipt to closure – ensuring completeness and auditability. - Manage service‑level agreements by prioritizing cases, tracking deadlines, and escalating overdue tickets. - Coordinate with internal stakeholders such as technical, operations, and product teams to resolve complex problems. - Maintain and update knowledge‑base articles and standard operating procedures. - Monitor case queues for at‑risk or recurring issues and recommend process improvements. - Contribute to trend analysis reports using Excel to highlight common pain points and suggest corrective actions. - Support global teams by adjusting work hours when required to align with different regional time zones. - Participate in regular training sessions and performance reviews to continuously upskill. # Requirements - Strong communication skills. - Excellent problem-solving abilities. - Proficient in case management and documentation. - Familiarity with Microsoft Excel and Microsoft Word. - Analytical thinking and attention to detail. - Strong time management skills and customer service orientation. # Benefits - Competitive stipend and structured learning environment. - Mentorship from seasoned professionals. - Exposure to global business processes. - Clear career roadmap with opportunities to transition into full‑time roles such as Customer Service Analyst, Operations Specialist, or Account Management. - Potential growth into regional leadership or specialized functional areas such as Quality Assurance, Process Engineering, or Product Support. - Work on high‑impact projects that directly affect millions of learners worldwide, within an inclusive and continuously improving culture.