Customer Service Manager Review

by Pearson plc

Best Apprenticeship Employer

Rating

9/10

1. Please give an overview of your role and what this involves on a day-to-day basis:

Accountable for the successful delivery of departmental KPI’s relating to customer engagement. Monitoring and managing resource to ensure sufficient coverage to meet service level agreements relating to phone calls and emails.

8/10

2. Have you learnt any new skills or developed existing skills?

I feel more confident in many aspects of the job particularly in relationship to team leading.

8/10

3. To what extent do you enjoy your programme?

I loved aspects

10/10

4. How well organised/structured is your programme?

Very well organised with good communication between employer and training provider

10/10

5. How much support do you receive from your employer?

2 hours off the job in addition to 20% time as standard. Network of colleagues that are receptive to the apprenticeship programme

10/10

6. How much support do you receive from your training provider when working towards your qualifications?

Lots of support

8/10

7. How well do you feel that your qualification (through your training provider) helps you to perform better in your role?

Extremely well. I feel more confident in every aspect of the role

10/10

8. Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)

lots of professional networks events

8/10

9a. Would you recommend Pearson plc to a friend?

Yes

9b. Why?

Learning culture is lived out in the actions of employees and senior management

10. What tips or advice would you give to others applying to Pearson plc?

Show a passion for learning and self development even if your goals are yet to be defined.