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.