Specialist, Customer Experience (Social Media & Complaints)

Edtech.com's Summary

Pearson is hiring a Specialist, Customer Experience (Social Media & Complaints). The role involves managing complex and sensitive customer interactions across complaints and social media channels, using professional judgment to assess, respond to, or escalate issues while protecting the Pearson brand. The specialist will work closely with business units to ensure effective resolutions, support consistent service standards, and contribute to insight and reporting.

Highlights

Manage complex, sensitive, or non-standard customer interactions via complaints and social media channels
Apply professional judgment to respond or escalate issues appropriately
Handle public-facing and reputationally sensitive social media interactions consistently
Collaborate with Business Units to support resolution while maintaining oversight
Identify themes, risks, or trends and contribute to insight and reporting
Support service standards and escalation processes
Provide informal support and guidance to colleagues on defined queries
Requires experience handling complex customer issues, complaints, or sensitive public interactions
Strong written communication skills for customer and public channels are essential
Experience with social media platforms, complaints systems, or regulated environments is desirable

Specialist, Customer Experience (Social Media & Complaints) Full Description

Specialist, Customer Experience (Social Media & Complaints)

Location: UK (Hybrid)

Function: Customer Service Excellence (CSX)

Reports to: Team Manager, Complaints & Social Media

About the Role

We're looking for an experienced Complaints & Social Media Practitioner to join our central CSX team. This role plays a key part in ensuring complex, sensitive, or highâvisibility customer issues are handled consistently, fairly, and in line with Pearson's standards.

You'll work across complaints and social media activity, using sound judgement to manage nonâstandard cases, protect the Pearson brand, and ensure appropriate escalation of higherârisk issues.

This is a handsâon, judgementâled role with no people management responsibility.

Key Responsibilities

Manage complex, sensitive, or nonâstandard customer interactions across complaints and social media channels
Apply professional judgement to assess, respond to, or escalate issues appropriately
Handle publicâfacing and reputationally sensitive social media interactions with care and consistency
Work with Business Units to support effective resolution while maintaining central oversight
Identify emerging themes, risks, or trends and contribute to insight and reporting
Support consistent application of service standards, guidance, and escalation processes
Provide informal support and guidance to colleagues handling defined queries

About You

Experienced in handling complex customer issues, complaints, or sensitive publicâfacing interactions
Confident applying judgement in ambiguous or highâpressure situations
Strong written communication skills, particularly for customer or public channels
Comfortable working across teams and stakeholders
Organised, calm, and able to balance empathy, policy, and resolution
Experience with social media platforms, complaints systems, or regulated environments is desirable.

Why Join Us?

At Pearson, we help people make progress through learning. In CSX, you'll be part of a growing central team focused on quality, consistency, and customer trust â with opportunities to help shape how complaints and social media activity are handled across the organisation.

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Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com.

Job:

Customer Success

Job Family: GO_TO_MARKET

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Original Job Description