Specialist, Customer Experience (Social Media & Complaints)

Job 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 high‑visibility 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 non‑standard cases, protect the Pearson brand, and ensure appropriate escalation of higher‑risk issues. This is a hands‑on, judgement‑led role with no people management responsibility. Key Responsibilities: - Manage complex, sensitive, or non‑standard customer interactions across complaints and social media channels - Apply professional judgement to assess, respond to, or escalate issues appropriately - Handle public‑facing 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...