Pearson Customer Support Representative Interview Questions
& Process

Saw the job on a vacancy website and applied directly through Pearson. Three times Pearson messed up my application. First, they rejected my application despite arranging an interview the day before, only to say it was a system error. Then, they set incorrect interview times. Finally, they didn't contact me when they said they would by the end of the week. I wasn't contacted for three weeks, so I had to email the recruiter twice myself to find out if the interview was cancelled and to get an update. The response took a few days and was short: 'we've decided not to progress your application any further,' with no real apology. It was unprofessional and disrespectful. I can't recommend this lengthy process to anyone.

Had a first phone interview, and then a few days later, a physical interview with the Director. The director was 45 mins late, so I started with someone else who hadn't reviewed my profile. When the director finally showed up, we wrapped up the interview. I was there for almost 3 hours, and it felt very good. The director implied I was a perfect candidate, asking about my start date and sharing salary info. He also asked for references, and I told them he'd be calling. A few days later, I got a denial letter saying they chose another candidate, which was disappointing since he implied I got the job but still had 8 more interviews. The recruiter stayed in touch, but no feedback was given when I asked, so I don't know what went wrong. My references were never contacted, which they could have done if they were on the fence. My advice is to be upfront and give feedback, don't give false hope.

First, there was a casual Teams meeting with the recruiter. They asked some general questions about you, the company, and your CV. It wasn't really an interview. Then, I had a face-to-face interview at the office with some higher-ups. The staff were really friendly and asked general competency questions, giving prompts if needed. They also asked about the job description and if I was okay with hybrid working. The competency questions were formal, but they expected similar responses. Finally, there were assessments on Teams. The first part involved replying to two customer emails. The second part was listening to a call and identifying good and bad points. The third part was a mock call where I had to resolve a customer's issue and make sure they were happy.