Customer Support Specialist

Jobtailor; Southampton; On-site; GBP 26,000 - 38,000; Full time

Job summary

Jobtailor in the United Kingdom is seeking a proactive Customer Support Specialist to deliver first-line support across multiple channels, acting as the main contact for benefits, platform, and service queries.

You will build trusted relationships, triage issues, and escalate complex matters while developing knowledge of Benifex products and processes, ensuring high-quality customer outcomes.

Qualifications

• Experience delivering high-quality support in a customer service environment.
• Ability to build trusted relationships, manage expectations, and provide engaging, empathetic customer support.
• Ability to communicate confidently with stakeholders at varying levels of seniority.
• Ability to handle a high volume of enquiries with accuracy and professionalism.
• Strong problem-solving and diagnostic skills.
• Experience using knowledge bases and system documentation.
• Ability to manage multiple tasks while maintaining service levels.
• Excellent verbal and written communication skills.
• Ability to explain information clearly and adapt communication style.
• Visa sponsorship is not available for this role.

Responsibilities

• Deliver first-line support to customer stakeholders across multiple channels
• Act as the primary contact for benefit, platform, and service-related queries
• Build trusted relationships through engaging, empathetic, personalised support
• Resolve requests at first contact using knowledge resources and system access
• Investigate, diagnose, and triage customer-reported issues
• Gather information and escalate complex matters to specialist teams
• Communicate proactively and manage stakeholder expectations throughout resolution
• Develop knowledge of Benifex products, services, platform functionality, policies, and customer configurations
• Identify recurring issues, knowledge gaps, process inefficiencies, and product improvement opportunities
• Contribute to maintaining and improving knowledge resources
• Collaborate with Senior Customer Support Specialists and other internal functions

Skills

Customer Support Experience

Stakeholder Communication

Problem-Solving Skills

Empathy

Attention to Detail

Adaptability

Professionalism

Relationship Building

Communication Skills

Knowledge Base Utilization

Job description

• Deliver first-line support to customer stakeholders across multiple channels
• Act as the primary contact for benefit, platform, and service-related queries
• Build trusted relationships through engaging, empathetic, personalised, and professional support
• Resolve requests at first contact using knowledge resources, system access, and administrative permissions
• Investigate, diagnose, and triage customer-reported issues
• Gather information and elevate complex matters to specialist, technical, or operational teams
• Communicate proactively and manage stakeholder expectations throughout resolution
• Develop knowledge of Benifex products, services, platform functionality, policies, and customer configurations
• Identify recurring issues, knowledge gaps, process inefficiencies, and product improvement opportunities
• Contribute to maintaining and improving knowledge resources
• Collaborate with Senior Customer Support Specialists, Specialist Support, Support Engineering, and other internal functions

Requirements

• Experience delivering high-quality support in a customer service, account management, or stakeholder-facing environment
• Ability to build trusted relationships, manage expectations, and provide engaging, empathetic, personalised customer support
• Ability to communicate confidently and professionally with stakeholders at varying levels of seniority
• Ability to handle a high volume of enquiries while maintaining accuracy, professionalism, attention to detail, and customer focus
• Strong problem-solving and diagnostic skills
• Ability to investigate issues, identify root causes, determine resolutions, and recognise when escalation is required
• Experience using knowledge bases, operating procedures, and system documentation
• Ability to manage multiple tasks and priorities while maintaining service levels and quality standards
• Excellent verbal and written communication skills
• Ability to explain information clearly, provide reassurance, and adapt communication style
• Adaptability and resilience during periods of high demand and changing priorities
• Experience supporting benefits, HR services, payroll enquiries, or employee-facing technology platforms is desirable but not essential
• Must be based in the UK or Ireland
• Visa sponsorship is unavailable

Core Competencies

Demonstrates expertise in delivering high-quality customer support, effectively managing stakeholder relationships, and resolving issues through strong problem-solving and communication skills. Proficient in utilizing knowledge resources and maintaining service levels in a fast-paced environment.

Highest-signal resume keywords

• Customer Support Experience
• Problem-Solving Skills
• Stakeholder Communication
• Knowledge Base Utilization
• Relationship Building

Hard Skills

• Issue Investigation
• Root Cause Analysis
• Triage Skills
• Administrative Permissions
• Process Improvement

Soft Skills

• Empathy
• Attention to Detail
• Adaptability
• Resilience
• Professionalism

Industry Keywords

• Benefits Support
• HR Services
• Payroll Enquiries
• Employee-Facing Technology
• Customer Stakeholder Management