Customer Service Specialist

Unum Ireland; Basingstoke; Hybrid; GBP 26,000 - 36,000; Full time

Job summary

Unum UK is seeking a Customer Service Specialist to support our Health team in a hybrid Basingstoke role. You'll handle digital and email-based support for employers, brokers and members, ensuring accurate data processing and high-quality service.

You’ll use Excel and other digital tools to manage member information, prepare documentation and assist with renewals, while collaborating with Account Managers and internal teams.

Qualifications

• Experience in customer service or administration with regular stakeholder communication.
• Strong written communication skills, especially email.
• Proficient in Microsoft Excel and handling data accurately.
• Able to adapt to evolving processes and learn new systems.

Responsibilities

• Respond to queries from employers, brokers and internal teams primarily via email.
• Process customer and member information accurately through systems and online portals.
• Work with data and spreadsheets, including uploading and reconciling member information.
• Support new customers joining Unum and existing customers through renewals.
• Help prepare and send customer documentation and member packs.
• Occasionally speak with clients over the phone to assist Account Managers.
• Manage workload and priorities to ensure timely, accurate service.
• Collaborate with colleagues to resolve queries and find solutions.
• Adapt to changing Health Plan processes as they develop.
• Follow regulatory, data protection and customer service requirements.

Skills

Customer communication

Data handling

Excel

Digital systems

Organizational skills

Attention to detail

Team collaboration

Problem-solving

AI tools familiarity

Job description

Job Posting End Date: November 01

Who are we?

We’re a specialist employee benefits provider, striving to create healthy, happy workplaces. As part of the international Unum Group, we’re on a collective mission to help the working world thrive.

The role

Location

Basingstoke Hybrid Working (3 days in office 2 days WFH)

What will you bring?

Are you organised, detail-focused and confident communicating with customers? Are you comfortable working with data, Excel and digital systems, and looking for a role where you can build your skills and develop your career?

We’re looking for a Customer Service Specialist to join our Health team at Unum! You’ll be supporting our growing Health Plan proposition, helping employers and brokers get set up smoothly and providing an excellent experience when they join or renew with us. As Health Plan is a developing product, things won’t always stand still, so this role would suit someone who is comfortable with change, enjoys learning and can adapt as processes evolve.

What will you be doing?

This is predominantly a digital and email-based customer service role, but there may be times for you to take the initiative on when it is best to arrange calls with clients.

You Will:

• Respond to queries from employers, brokers and internal teams, primarily via email
• Process customer and member information accurately through our systems and online portals
• Work with data and spreadsheets, including uploading and reconciling member information
• Support new customers joining Unum and existing customers through their renewals
• Help prepare and send customer documentation and member packs
• Occasionally speak with clients over the phone, supporting our Account Managers with customer queries
• Manage your own workload and priorities to make sure customers receive a timely and accurate service
• Work closely with colleagues to resolve queries and find solutions
• Adapt to changing processes as our Health Plan proposition continues to develop
• Follow Unum’s regulatory, data protection, information security and customer service requirements

You’ll be a great fit if you:

• Have experience in customer service, administration or another role involving regular customer or stakeholder communication
• Communicate clearly and professionally, particularly through written communication and email
• Are confident working with Microsoft Excel and handling data accurately
• Have strong attention to detail and enjoy getting things right
• Are organised and able to manage competing priorities and deadlines
• Are comfortable learning new systems and processes
• Can adapt positively when priorities, products or ways of working change
• Enjoy problem-solving and know when to ask for support or elevate an issue
• Enjoy working collaboratively as part of a team
• Experience using digital tools such as Microsoft Copilot or other AI tools to help organise, draft or improve your work would be helpful, but isn’t essential

Training

When you join us, you’ll take part in our structured Customer Service Academy, designed to give you a great introduction to the role and help you build you knowledge of my products, systems and processes.

Start date

Due to our training intakes and the Christmas holiday period, we’re currently working towards a start date of 4 January 2027 for this role. We’ll keep successful candidates updated throughout the recruitment and onboarding process.

Why join us?

This is a great opportunity if you enjoy customer service but are looking for something broader than a traditional call-centre role. You’ll develop experience across customer servicing, data, digital systems and our growing Health proposition, while building transferable skills that can support your longer-term development. If you’re organised, adaptable and enjoy helping customers while working with data and digital systems, we’d love to hear from you.

Why join us?

At Unum, we’ve created a workplace where people feel supported to progress and grow, and can see their ambitions coming to life. As a part of our commitment to creating an inclusive workplace, we actively encourage applications from those with disabilities and those with long‑term health conditions. If you meet the essential criteria for the role and choose to opt in to the scheme during your application, you will be offered an interview under the Disability Confident Scheme. If you need assistance and/or reasonable accommodation due to a disability during the application or recruiting process, please send a request to [e-mail]. We are proud to be a Disability Confident Employer.

Company: Unum UK

At Unum Group, we’re a Fortune 500 company and leading international provider of workplace benefits and services, helping workers and their families thrive for more than 175 years. Through our Unum and Colonial Life brands, our company offers disability, life, accident, critical illness, dental and vision insurance; leave and absence management support; and behavioral health services. Our 10,000+ employees work across operations in the US, UK and Poland, as well as our dedicated Technology Centre in Ireland. Unum Group is committed to working with and providing reasonable accommodations for any applicant with a disability. If you are disabled and need a reasonable accommodation to participate in the application or hiring process, please contact us by submitting a request here.