Customer Support Specialist

The Customer Support Specialist at UNiDAYS has our members' experience at the heart of all they do. Your role is central in providing up-to-date and meaningful communication to our global partners and members. Utilising teamwork within the business to effectively and efficiently resolve obstacles, providing important insights about our members.

As a supporting role within Customer Support, your role is to ensure every contact with UNiDAYS is fantastic across multiple touchpoints. With the ability to work as an individual or part of the team on specific projects improving member journeys and helping ensure that all key deliverables are met within fixed time frames.

UNiDAYS mission is to give students the power to make every experience more valuable and rewarding and the Customer Support team is the front line of member and partner experiences, handling queries in a prompt and respectable manner with a personal and empathetic approach across our various platforms. In this role you will have the ability to build rich rapport with Customers both internal and external, using your expertise to identify key areas of the member's journey that could be improved, then resolve them.

Responsibilities

Showing good communication, influencing and leadership skills, you will be supporting the delivery of great partner and member experiences whilst interacting with our brand. Able to work independently and as part of the team, as well as understand and identify areas where member experience hasn’t been great and could be improved. The role of Customer Support Specialist is multi-faceted; as such, your responsibilities will involve some/all of the following.

MVQ (Manual Verification Queue)

• Capturing data for new institutions
• Enhance existing institutional data to support member verification experiences
• Ensure all institution data is up to date with the correct details
• Responsible for building and maintaining the data around our MVQ’s to help strengthen and support an effective member journey.
• Support the delivery of member acquisition and loyalty, and collaborate effectively with multiple teams across the business to communicate with our members efficiently to deliver consistently high levels of service.
• Support the CSE (Customer Support Lead) in understanding and identifying areas where member experience hasn’t been a priority
• Support with member enquiries and escalations in a bid to improve the overall experience
• Collaborate with various teams across the business in identifying and giving resolutions to support tickets raised.

Tickets

• Support the delivery of member acquisition and loyalty, and collaborate effectively with multiple teams across the business to communicate with our members efficiently to deliver consistently high levels of service.
• Understand and identify areas where member experience hasn’t been a priority
• Support with member enquiries and escalations in a bid to improve the overall experience
• Communicate effectively with outsourced teams, sharing required information to provide exceptional customer service
• Work independently and as part of the Customer Support team handling multiple projects simultaneously from start to finish
• Collaborate with various teams across the business in identifying and providing resolutions to support tickets raised.

Requirements

• Ability to put yourself in the shoes of the member and see the whole journey
• Shows the ability to liaise across a wide range of people and roles, including management, partners and members
• When encouraged, can think ‘outside of the box’ and have the courage to challenge the ‘norm’
• Strong attention to detail
• Strong written and verbal communication skills
• Shows ability to work under pressure
• Good track record in a fast-paced environment
• Adapts to change and is prepared to learn from others
• Flexible and adaptable with a "can do" attitude
• An interest in Gen Z trends

Benefits

This is your opportunity to Join the world’s largest student verification network and help shape the future of how brands connect with the next generation. We engage a community of 23M+ verified students and graduates across 115 markets, making us a truly global platform. Our brand is a powerhouse in the UK, and we’re rapidly accelerating our presence worldwide-especially in the US, Germany, India, France, Canada, and Australia.

We partner with 850+ of the world’s biggest brands, bringing their products and services to the hearts and minds of tomorrow’s professionals-driving engagement, building affinity, and delivering real results.

We offer a fast-paced, fun, and social working environment where you can truly make an impact. We believe work should enhance and complement your life, which is why we provide a hybrid working model. You will work together in person a minimum of 2 days per week and work from home for up to 3 days a week.

We work hard at UNiDAYS, and we believe in fair compensation for that hard work. That’s why we’re proud to offer all employees full access to our comprehensive benefits package.

Our perks include:

25 days holiday per year increasing with length of service, plus bank holidays

Competitive salaries

4pm finishes every Friday

Company pension scheme

Private health insurance (BUPA)

Dental Insurance (BUPA)

Income protection policy

Life assurance policy

Employee Assistance Program

Enhanced parental leave pay

Regular team building activities

£150 pounds towards your home office set up

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.