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- Tasks: Provide friendly support to customers via phone, email, and live chat.
- Company: Join MSL, a leading provider of online solutions for student organisations worldwide.
- Benefits: Enjoy 22 days annual leave, hybrid working, and a salary sacrifice pension scheme.
- Why this job: Make a real difference in student engagement while developing your customer service skills.
- Qualifications: Experience in customer service and strong communication skills are essential.
- Other info: Opportunity for career growth in a supportive team environment.
The predicted salary is between 28000 - 28000 £ per year.
About MSL Membership Solutions Limited (MSL) (a subsidiary of Warwick Students' Union) powers online platforms used by over 130 student organisations worldwide, helping millions of students access memberships, events, volunteering, and other services. We are the market-leading provider of online solutions to support student engagement and enrichment for student organisations. Since our beginnings at Warwick Students’ Union in 2005, we have worked with students’ unions, sports unions, associations, guilds and universities across the UK, Ireland, Australia, New Zealand, and Canada. Today, more than 50% of higher education students in the UK have access to information and services powered by MSL.
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.
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.
- Benefits: 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.
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.
- Strong administrative skills.
Desirable
- Knowledge of student organisations and the Higher Education (HE) sector.
- Prior knowledge of MSL System functionality.
Ready to Make a Difference? Please send your CV and a short covering letter highlighting your suitability for the role to jobs@ukmsl.com before 9 am, Monday 20th April 2026. Interview process: A short telephone call to discuss your application, followed by an in-person interview towards the end of April (exact date to be confirmed). No agencies, please.
Customer Services Coordinator (Fixed Term 12-month contract for Maternity Cover) in Coventry employer: Warwick Students' Union
Contact Detail:
Warwick Students' Union Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Coordinator (Fixed Term 12-month contract for Maternity Cover) in Coventry
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on MSL and its values. This will help you connect with the team and show that you're genuinely interested in what they do.
✨Tip Number 2
Practice your customer service skills! Think of examples from your past experiences where you’ve solved problems or helped customers. Be ready to share these stories during your interview to demonstrate your capabilities.
✨Tip Number 3
Prepare questions for them! Show your curiosity by asking about their digital systems or how they support student organisations. This not only shows your interest but also helps you gauge if this role is right for you.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re proactive and keen to be part of the MSL team.
We think you need these skills to ace Customer Services Coordinator (Fixed Term 12-month contract for Maternity Cover) in Coventry
Some tips for your application 🫡
Show Your Customer Service Skills: Make sure to highlight your experience in customer-facing roles. We want to see how you've solved problems and provided support in the past, so share specific examples that showcase your skills!
Keep It Clear and Concise: When writing your CV and cover letter, clarity is key! Use straightforward language and structure your documents well. This will help us quickly see why you’re a great fit for the role.
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the specific requirements of the Customer Services Coordinator role. Show us how your experience aligns with what we’re looking for.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep everything organised and ensures your application gets the attention it deserves!
How to prepare for a job interview at Warwick Students' Union
✨Know Your Stuff
Before the interview, make sure you understand MSL's mission and the role of a Customer Services Coordinator. Familiarise yourself with their digital systems and how they support student organisations. This will show your genuine interest and help you answer questions more confidently.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've provided excellent customer service. Think about specific situations where you resolved issues or improved processes. This will demonstrate your problem-solving abilities and commitment to high-quality service.
✨Practice Clear Communication
Since the role involves communicating with customers and colleagues, practice explaining complex information in simple terms. You might even want to do a mock interview with a friend to refine your verbal communication skills and ensure you come across as approachable and friendly.
✨Ask Thoughtful Questions
At the end of the interview, have a few questions ready to ask about the team dynamics, ongoing projects, or MSL's future goals. This shows that you're not only interested in the role but also in how you can contribute to the company's success.