Customer Service Specialist

Unum; Basingstoke; Hybrid; GBP 24,000 - 30,000; Full time

Job summary

Unum UK is seeking a Customer Service Specialist to join our Health team in a hybrid setup in Basingstoke. You will primarily handle email queries, process member data, and support renewals while learning our Health Plan product.

You will work with Excel and internal systems, manage workload, and collaborate with colleagues to deliver accurate, timely service. Training via our Customer Service Academy will help you grow within the role.

Qualifications

• Experience in customer service or administration with regular stakeholder communication.
• Clear and professional written communication.
• Ability to work with data and spreadsheets accurately.
• Strong attention to detail and ability to manage deadlines.
• Organised with the ability to handle competing priorities.
• Willingness to learn new systems and adapt to change.
• Problem-solving mindset and ability to seek support when needed.
• Team player with collaborative approach.

Responsibilities

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

Skills

Customer service

Data handling

Written communication

Tools

Excel

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

What will you be doing?

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 your knowledge of our products, systems and processes.

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