About
Pearson is hiring a 12-month, full-time Apprentice – Customer Service role for recent graduates looking to start a career in customer operations. The role sits within Pearson’s Customer Service / Operations core area and offers hands-on experience handling inbound queries, managing cases, and supporting global teams across multiple time zones.
What you’ll do
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 the full case lifecycle from receipt to closure to ensure completeness and auditability Manage service-level agreements by prioritizing cases, tracking deadlines, and escalating overdue tickets Coordinate with internal stakeholders across technical, operations, and product teams to resolve complex problems Maintain knowledge-base articles and standard operating procedures; contribute to trend analysis reports in Excel
Who you are
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
Perks
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 Potential growth into regional leadership or specialized functional areas Work on high-impact projects within an inclusive and continuously improving culture
MATCH FREE