Manager, Customer Service

Who We Are

• At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe every learning opportunity is a chance for a personal breakthrough.
• We are the world’s lifelong learning company. For us, learning is not just what we do. It is who we are.
• Discover more about Pearson and our purpose

About the Role

As Manager, Customer Service, EMEA, you will lead a multilingual team delivering exceptional support to customers across the Benelux, Germany, and Nordic regions.

This is an exciting opportunity to shape the customer experience, inspire a high-performing team, and ensure every customer interaction is handled with care, efficiency, and professionalism. You will oversee daily customer service operations, develop team capabilities, and create an environment in which people feel supported, engaged, and empowered to succeed.

Collaboration will be at the heart of your role. You will partner closely with Sales, Finance, Warehouse Operations, and Technical Support to resolve customer inquiries and order-related challenges efficiently. You will also act as a trusted escalation point, helping the team navigate complex situations and deliver positive outcomes for both customers and the business.

Reporting to the Director or Customer Service Lead, you will play an important role in strengthening operational performance, improving ways of working, and building a consistently high-quality customer experience across the region.

Key Responsibilities

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• Lead, coach, and develop a multilingual team of customer service representatives supporting customers across the Benelux, Germany, and Nordic regions.
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• Oversee daily customer service operations, ensuring inquiries and order-related issues are managed accurately, efficiently, and professionally.
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• Set clear team objectives and provide regular feedback, coaching, and support to help team members grow and perform at their best.
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• Monitor service levels, workload, productivity, quality, and other relevant performance indicators.
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• Manage workforce planning and resource allocation to maintain effective coverage and respond to changing business and customer needs.
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• Create an inclusive, collaborative, and customer-focused team culture that encourages accountability and continuous improvement.
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• Act as the primary escalation point for complex or sensitive customer service matters, ensuring timely and appropriate resolution.
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• Work closely with Sales, Finance, Warehouse Operations, and Technical Support to address customer needs and remove operational barriers.
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• Identify opportunities to improve processes, strengthen service delivery, and enhance the end-to-end customer journey.
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• Communicate operational updates, priorities, risks, and performance insights to relevant stakeholders.
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• Ensure customer service activities are carried out in line with internal procedures, quality standards, and applicable policies.

Required Skills and Experience

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Previous experience leading or supervising a customer service, customer operations, or order management team.
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Strong people leadership skills, with experience coaching employees, managing performance, and supporting professional development.
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A genuine passion for delivering an excellent customer experience.
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Strong operational management skills, including the ability to prioritize workloads, allocate resources, and maintain service quality in a fast-paced environment.
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Experience managing escalations and resolving complex customer or order-related issues.
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Excellent communication and interpersonal skills, with the ability to build trusted relationships across teams and functions.
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A collaborative mindset and experience working with teams such as Sales, Finance, Warehouse Operations, Supply Chain, or Technical Support.
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Strong problem-solving and decision-making skills, with a practical and solutions-focused approach.
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Good analytical skills and the ability to use performance data to identify trends, risks, and improvement opportunities.
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Professional fluency in English. Additional European language skills would be an advantage.
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Experience working with CRM, customer service, ERP, or order management systems would be beneficial.
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