Customer Support Specialist

Customer Support Specialist

Reports to:

Head of Customer Support

Location:

Hybrid (Newmarket) - 2 days on-site, 2 days WFH

Hours:

8:30 am to 5:30 pm with 1 hour for lunch - 32 hours across a 4-day week (no salary sacrifice)

Salary: £26,500

Product:
Evouchers -  & Funding Connect -

Beyond unifies three technology-driven brands, Wonde, Evouchers and Secure Schools.

Each brand shares a vision to reduce the friction of adapting technology, to help customers navigate an often overwhelming area and provide powerful solutions that make their everyday life easier.

The three brands run independently with the autonomy to continue to prosper although as part of the Beyond team, you'll join a wider, supportive environment where you'll be able to pull on the expertise and capabilities of the group.

We do not limit ourselves to standing still. We look ahead and strive to disrupt the sector we operate in. We believe technology should not be complicated or overwhelming. It should do what it says - quickly, safely and efficiently.

At Evouchers, we're passionate about making it easier for organisations to deliver financial support to the people who need it most. We work with local authorities, housing associations, schools, charities and other organisations to simplify the way support is managed and distributed.

Our products are designed to remove administrative complexity, improve efficiency and provide a better experience for both organisations and the people they support.

Evouchers is our digital voucher platform, enabling organisations to securely distribute support for free school meals, hardship, energy support, household essentials and a wide range of other welfare programmes.

Funding Connect is our end-to-end grant management platform, helping organisations manage every stage of a funding programme-from applications and eligibility assessments through to award management, reporting and insight-all within one secure, configurable system.

Together, our platforms help organisations deliver support more efficiently, make informed decisions and maximise their impact in the communities they serve. As we continue to grow, we're committed to developing technology that solves real-world challenges and makes a meaningful difference.

As a Customer Support Specialist, you'll be an integral part of the team, supporting customers across our growing product suite, including Evouchers and Funding Connect. Your main focus will be supporting key customers such as local authorities, schools, organisations, charities and voucher recipients, helping them get the most from our platforms.

You'll communicate with customers via multiple channels, although the main platform you'll be using is our ticketing system, Zendesk. This role offers the opportunity to be part of a growing, evolving business, with a growing suite of products, a diverse customer base and plenty of opportunities to make a difference. You'll be able to take a proactive approach, get involved in new ways of working and help shape the customer experience as the business continues to grow.

• Build strong, trusted relationships with customers and stakeholders, providing a responsive, thoughtful and high-quality customer experience.
• Support a diverse range of customers across Evouchers and Funding Connect, understanding their needs and helping them get the most from our platforms
• Be a key point of contact for customer queries, taking ownership of issues from initial contact through to resolution.
• Provide support across a range of channels, including Zendesk, email and phone, adapting your approach to the needs of the customer.
• Investigate and resolve customer issues, working collaboratively with colleagues across the business where needed.
• Proactively identify recurring issues, customer feedback and opportunities to improve the customer experience.
• Help shape and continuously improve our support processes, ways of working and knowledge base as our products and customer base evolve.
• Share knowledge and provide guidance to colleagues, helping to build a strong customer-focused approach across the wider business.
• Work closely with teams across the business, including Product, Operations and Delivery, to share customer insight and help improve our products and services
• Contribute to new initiatives and ways of working as the business and product suite continue to grow.

• Experience in a customer-facing role where providing a great customer experience has been at the heart of what you do.
• A genuinely customer-centric approach, with the ability to understand what a customer needs and take ownership of finding the right solution.
• A proactive mindset - you don't just respond to what's in front of you, you look for ways to improve things, spot patterns and make the customer experience better.
• The confidence to communicate with a diverse range of customers and…