At a Glance
- Tasks: Provide friendly support to customers via phone, email, and live chat.
- Company: Join a dynamic team at MSL, focused on high-quality customer service.
- Benefits: Enjoy a competitive salary, hybrid working, and generous leave.
- Other info: Opportunity for career growth with potential extension beyond 12 months.
- Why this job: Make a difference by helping customers and improving processes.
- Qualifications: Experience in customer service and strong communication skills required.
The predicted salary is between 28000 - 28000 £ per year.
About the Role
MSL is recruiting for a fixed-term Customer Services Coordinator to provide maternity cover. We’re looking for approachable, friendly individuals with a curiosity for digital systems and a commitment to delivering high-quality customer service. You will be a confident problem solver with experience in a customer-facing role and the skills needed to resolve day-to-day support queries. This is an excellent opportunity to join a small, focused team supporting partner clients and contributing to continuous improvement. In this role, you will communicate effectively with MSL customers daily, as well as colleagues across the business. You will take responsibility for support calls and enquiry resolution, providing clear and practical advice, and maintaining accurate support documentation where needed. You will also contribute to ongoing maintenance tasks, suggest improvements to our internal processes, and share best practice guidance with customers.
Main Duties
- Providing friendly, practical support to MSL customers via telephone, email, live chat, and the support ticket system, escalating to other team members where needed.
- Responding to issues in line with priority levels.
- Maintaining user and internal documentation.
- Working in line with MSL’s values - Aim High, Make a Difference, (Be) Straightforward and Fair, Apply our Knowledge, Stay Curious and (Work in) Partnership.
- Any other duties that may be required by the Director of Customer Operations.
Expected Standards
- Ability to prioritise and estimate time needed to complete tasks, keeping the support ticket system updated with relevant information.
- Clear written communication, laid out to expected standards.
- Shows initiative when identifying solutions to customer issues.
- Takes ownership of resolving customer issues to a satisfactory outcome.
- Responds to emails, phone calls, and live chat within agreed timeframes, communicating status and resolutions clearly.
- Good understanding of Information Security and Data Protection requirements, and ability to apply them in day-to-day work.
Person Specification
Experience
- Demonstrable experience of providing high-quality customer service.
- Experience of working independently, with accuracy and attention to detail, and meeting deadlines within a team environment (office-based and remote).
Skills
- Strong interpersonal skills and ability to communicate effectively with colleagues at all levels.
- High level of accuracy and attention to detail.
- Clear written and verbal communication, able to explain complex information simply.
- Good IT skills, including confidence using MS Office (PowerPoint and Excel).
- Experience with CMS or CRM systems desirable.
- Ability to prioritise and manage workload under pressure, using judgement to meet deadlines.
- Knowledge of student organisations and the Higher Education (HE) sector.
- Prior knowledge of MSL System functionality.
What’s on Offer
- Salary: £28,000 per annum
- Duration: Fixed-term (12 months, maternity cover) with potential extension up to 18 months, subject to a 16-week probationary period with a review after 8 weeks.
- Hours: Minimum 37.5 hours per week, typically within core business hours (09:00 to 17:00). Very occasional early mornings, evenings, or weekend cover may be required with notice to support international customers during periods of increased demand.
- Location: Hybrid working (office and home). The office is based on the University of Warwick campus. You may be required to work at another nearby location within a 10-mile radius, for example, if the office location changes.
- 22 days annual leave plus 15 days leave around and including public holidays fixed by MSL.
- Salary sacrifice pension scheme with employer contributions.
- Employee Assistance Programme (EAP).
- Cycle to Work scheme.
- Hybrid working available.
Customer Services Coordinator (Maternity Cover) in Coventry employer: Membership Solutions Limited
At MSL, we pride ourselves on fostering a supportive and collaborative work environment where every team member is valued. As a Customer Services Coordinator, you will enjoy the flexibility of hybrid working from the University of Warwick campus, alongside competitive benefits such as a salary sacrifice pension scheme and generous annual leave. We are committed to your professional growth, offering opportunities for continuous improvement and skill development within a friendly, focused team dedicated to delivering exceptional customer service.
Contact Details:
Membership Solutions Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Coordinator (Maternity Cover) in Coventry
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Membership Solutions Limited.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Membership Solutions Limited. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Services Coordinator (Maternity Cover) in Coventry
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Membership Solutions Limited.
How to prepare for a job interview at Membership Solutions Limited
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Membership Solutions Limited's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Membership Solutions Limited offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
