Empathetic First-Line 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

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.