Senior Program Coordinator

Pearson, the world's leading learning company, is seeking a highly skilled and customer-focused Senior Program Coordinator (also known as a Candidate Relations Coordinator) to join our team. In this pivotal role, you'll be instrumental in delivering exceptional customer service and promoting our client programs. You'll manage high-level escalations, support the operational aspects of client testing programs, and play a key part in ensuring seamless service delivery.

Primary Responsibilities

• Handle Level 3 Escalation calls, acting as a primary escalation point for complex service-related problems.
• Directly liaise with our US (United States) and EMEA (Europe, Middle East, and Africa) lines of business, ensuring strong collaboration and effective communication.
• Ensure candidate results are sent to clients in a timely manner, maintaining accuracy and adherence to deadlines.
• Prepare detailed client reports, providing insights and data as required.
• Promote client programs and products, identifying opportunities to enhance candidate and client engagement.
• Determine additional opportunities for program enhancement and identify potential operational trouble areas to proactively address them.
• Input accurate customer information into the database, maintaining high standards of data integrity.
• Assist in training and monitoring call center agents to ensure the consistent delivery of quality service.
• Responsible for maintaining the SLA (Service Level Agreement) for different Lines of Business (LOBs).
• Contribute to various reports and engage in client management activities.
• Handle events as they arise, ensuring smooth execution and resolution.
• Provide People Management support in the absence of the Manager, ensuring team continuity and guidance.