At a Glance
- Tasks: Support customers with our innovative platforms, ensuring they get the best experience possible.
- Company: Join Beyond, a tech-driven company focused on simplifying technology for everyone.
- Benefits: Enjoy a 4-day work week, flexible hours, and a range of wellness perks.
- Other info: Be part of a dynamic team with opportunities for growth and continuous learning.
- Why this job: Make a real difference by helping organisations deliver vital support to communities.
- Qualifications: Customer service experience and a proactive, problem-solving mindset are essential.
The predicted salary is between 26500 - 26500 £ per year.
- Customer Support Specialist
- Reports to: Head of Customer Support
Hours: 8:30 am to 5:30 pm with 1 hour for lunch - 32 hours across a 4-day week (no salary sacrifice)
Product: Evouchers - https://www. evouchers. com/ & Funding Connect - https://www. fundingconnect. com/
Who we are and what is important to us
Beyond unifies three technology-driven brands, Wonde, Evouchers and Secure Schools.
Each brand shares a vision to reduce the friction of adapting technology, to help customers navigate an often overwhelming area and provide powerful solutions that make their everyday life easier.
The three brands run independently with the autonomy to continue to prosper although as part of the Beyond team, you'll join a wider, supportive environment where you'll be able to pull on the expertise and capabilities of the group.
We do not limit ourselves to standing still.
We look ahead and strive to disrupt the sector we operate in.
We believe technology should not be complicated or overwhelming.
It should do what it says - quickly, safely and efficiently.
Who Evouchers & Funding Connect is
At Evouchers, we're passionate about making it easier for organisations to deliver financial support to the people who need it most.
We work with local authorities, housing associations, schools, charities and other organisations to simplify the way support is managed and distributed.
Our products are designed to remove administrative complexity, improve efficiency and provide a better experience for both organisations and the people they support.
Evouchers is our digital voucher platform, enabling organisations to securely distribute support for free school meals, hardship, energy support, household essentials and a wide range of other welfare programmes.
Funding Connect is our end-to-end grant management platform, helping organisations manage every stage of a funding programme-from applications and eligibility assessments through to award management, reporting and insight-all within one secure, configurable system.
Together, our platforms help organisations deliver support more efficiently, make informed decisions and maximise their impact in the communities they serve.
As we continue to grow, we're committed to developing technology that solves real-world challenges and makes a meaningful difference.
Job snapshot
As a Customer Support Specialist, you'll be an integral part of the team, supporting customers across our growing product suite, including Evouchers and Funding Connect.
Your main focus will be supporting key customers such as local authorities, schools, organisations, charities and voucher recipients, helping them get the most from our platforms.
You'll communicate with customers via multiple channels, although the main platform you'll be using is our ticketing system, Zendesk.
This role offers the opportunity to be part of a growing, evolving business, with a growing suite of products, a diverse customer base and plenty of opportunities to make a difference.
You'll be able to take a proactive approach, get involved in new ways of working and help shape the customer experience as the business continues to grow.
What you'll be doing
- Build strong, trusted relationships with customers and stakeholders, providing a responsive, thoughtful and high-quality customer experience.
- Support a diverse range of customers across Evouchers and Funding Connect, understanding their needs and helping them get the most from our platforms
- Be a key point of contact for customer queries, taking ownership of issues from initial contact through to resolution.
- Provide support across a range of channels, including Zendesk, email and phone, adapting your approach to the needs of the customer.
- Investigate and resolve customer issues, working collaboratively with colleagues across the business where needed.
- Proactively identify recurring issues, customer feedback and opportunities to improve the customer experience.
- Help shape and continuously improve our support processes, ways of working and knowledge base as our products and customer base evolve.
- Share knowledge and provide guidance to colleagues, helping to build a strong customer-focused approach across the wider business.
- Work closely with teams across the business, including Product, Operations and Delivery, to share customer insight and help improve our products and services
- Contribute to new initiatives and ways of working as the business and product suite continue to grow.
Requirements
What we're hoping you'll bring
- Experience in a customer-facing role where providing a great customer experience has been at the heart of what you do.
- A genuinely customer-centric approach, with the ability to understand what a customer needs and take ownership of finding the right solution.
- A proactive mindset - you don't just respond to what's in front of you, you look for ways to improve things, spot patterns and make the customer experience better.
- The confidence to communicate with a diverse range of customers and stakeholders, adapting your approach to suit different needs and situations.
- The ability to manage competing priorities, stay organised and keep things moving in a fast-paced environment.
- Curiosity and a willingness to learn, particularly when it comes to new products, technology and ways of working.
- The ability to embrace change and enjoy working in an environment where things are continually evolving.
- A collaborative approach, with the confidence to share ideas, ask questions and work with colleagues across different teams.
- Excellent written and verbal communication skills, with a strong eye for detail
- A positive, practical approach to problem-solving and a willingness to get stuck in and make things happen.
Benefits
What you'll get
Beyond is much more than just a place to work.
It is a place to grow, innovate, excel and learn.
We have tech people, creative people and people people, all focused on providing a superior customer experience.
We value, support and champion those we work with - promoting personal growth and happiness.
We get that our success is dependent on the collective energy, intelligence and contributions of all our team members and we are committed to ensuring our work environment is the best it can be.
We value your commitment and have worked hard to create adaptable and comprehensive benefits packages to suit individual needs, although you can expect the below as standard:
- 4-day working week
- Flexible working schedule/work-from-home opportunities
- On-site gym facilities at HQ
- Buying and selling holiday scheme
- Additional holiday for length of service
- Employee-assisted programme
- Group life assurance (Death in service)
- Will-writing assistance scheme
- Company pool cars at HQ
- Payroll giving scheme enabling you to support charities of your choice through tax-efficient salary donations
- Health cash plan, covering everyday health treatments
- On-site trained mental health and well-being champions
- Monthly lunch club (on us)
- Discounted retail vouchers via employee savings platform
- Comprehensive wellness programmes
- Enhanced maternity, paternity and adoption benefits
- Electric car scheme & on-site EV charging
- Cycle to Work Scheme
- Eye examination scheme
- Financial contribution to the setup of work-from-home environments
- Use of new and leading technology in the form of Apple products
- Frequent company-funded social events
- Office closure between Christmas & New Year
- Access to continuous learning and development opportunities
- Comprehensive employee referral scheme Casual Dress Code
- Free healthy snacks & barista coffee
In addition to the above, you'll have access to our 'take your pick' benefits scheme, which is tailored specifically to you and includes:
- Enhanced pension payments
- Retail vouchers
- Private medical insurance
- Dental plan
- Enhanced Health Cash Plan
If you're selected, we'll guide you through the following checks as part of our offer process:
- DBS Check: Verification of criminal records.
- Right to Work: Confirmation of legal work eligibility.
- References: Automated verification based on HMRC records.
At Beyond, we celebrate diversity and are committed to being an equal-opportunity employer.
We welcome candidates from all walks of life.
If you need any accommodations during the application process, please don't hesitate to call or email us.
- https://www. beyondco. com/
- #J-18808-Ljbffr
Customer Support Specialist in Newmarket employer: bynd
Beyond is an exceptional employer that fosters a vibrant and inclusive work culture, where innovation and personal growth are at the forefront. Located in Newmarket, our hybrid working model allows for flexibility with a 4-day work week, ensuring a healthy work-life balance while providing access to comprehensive benefits and continuous learning opportunities. Join us to be part of a supportive team dedicated to making a meaningful impact through technology-driven solutions.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Specialist in Newmarket
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at bynd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like bynd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Specialist in Newmarket
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to bynd:Your cover letter is your chance to shine! Tell us why you want to work at bynd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at bynd!
How to prepare for a job interview at bynd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
