Customer Support Specialist

Customer Support Specialist  

Reports to: Lead Customer Support Specialist 

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: £26,000

Product: https://www.evouchers.com/

Who we are and what is important to us:

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.

Who Evouchers is:

At Evouchers, our desire to provide effective, simple solutions for our customers drives our innovation forward.

We specialise in assisting local authorities, housing associations, schools, and charities in disbursing funds for essential support and welfare services directly to where it's needed most.

Our Evouchers platform is a simple, efficient payment platform, providing organisations with a seamless method to distribute vouchers for free school meals, the Holiday Activities and Food program, household essentials, energy vouchers, and much more.

Dedicated to facilitating quick and easy access to support within communities, we are unwavering in our commitment to making a positive impact.

Job snapshot:

As a Customer Support Specialist, you’ll be an integral part of the team. Your main focus will be to support key customers such as local authorities, schools, organisations and voucher recipients. 

You’ll communicate with customers via multiple communication channels, although the main platform you’ll be using is our ticketing system, Zendesk. We’re hoping for someone with a proactive approach with the ability to adapt to new ways of working. 

What you’ll be doing:

• Build and strengthen relationships by providing top-class customer service
• Understand stakeholder's needs and provide the support that results in their success with Evouchers
• Act as the first point of contact for any voucher queries
• Maintenance and management of the ticketing system (Zendesk)
• Support stakeholders via ticketing system, phone and email 
• Support stakeholders and colleagues in a range of administrative duties
• Actively contribute to the development and continuous improvement of processes and how things get done
• Provide advice and guidance to colleagues to support wider business objectives in areas of expertise
• Collaborate with wider teams to support the success of customer experience and delivery

What we’re hoping you’ll bring:

• Previous experience in a proactive customer-facing role 
• Previous experience supporting stakeholders throughout the customer lifecycle 
• The ability to communicate with a diverse range of stakeholders, ensuring maximum customer growth in all areas 
• Natural in identifying and approaching new ideas
• Ability to prioritise workflow and ensure deadlines are met
• Ability to influence and learn in an ever-changing environment
• A strong 'can do’ mentality
• Excellent communication skills, both written and oral with a high degree of attention to detail
• Good attitude towards individual and team success

What you'll get:
Beyond is much more than just a place to work. It is a place to grow, innovate, excel and learn. We have tech people, creative people and people people, all focused on providing a superior customer experience. 

We value, support, and champion those we work with, promoting personal growth and happiness. We understand that our success depends on all our team members' collective energy, intelligence, and contributions, and we are committed to ensuring that our work environment is the best it can be. 

We value your commitment and have worked hard to create adaptable and comprehensive benefits packages to suit individual needs, although you can expect the below as standard:

• 4-day working week 
• Flexible working schedule/work-from-home opportunities
• Onsite gym facilities 
• Annual personal and professional development budget 
• Buying and selling holiday scheme
• Additional holiday for length of service
• Onsite trained mental health and well-being champions 
• Monthly lunch club (on us) 
• Comprehensive wellness programmes (think meditation retreats and continuous access to well-being apps/initiatives) 
• Enhanced maternity, paternity and adoption benefits 
• Electric car scheme 
• Cycle to Work Scheme 
• Eye examination scheme 
• Financial contribution to the set up of work-from-home environments 
• Use of new and leading technology in the form of Apple products 
• Frequent company-funded social events
• Office closure between Christmas & New Year 
• Access to continuous learning and development opportunities
• Comprehensive employee referral scheme 
• Casual Dress Code

In addition to the above, you’ll have access to our ‘take your pick’ benefits scheme, which is tailored specifically to you and includes: 

• Enhanced pension payments
• Retail vouchers 
• Private medical insurance
• Dental plan 

If you're selected, we'll guide you through the following checks as part of our offer process:

1. DBS Check: Verification of criminal records.
2. Right to Work: Confirmation of legal work eligibility.
3. References: Automated verification based on HMRC records.

We're excited about finding the right person for this position! Due to dynamic market conditions, we're not setting a fixed application deadline. We encourage you to apply as soon as possible, as we'll fill the role once we find the perfect match.

At Beyond, we celebrate diversity and are committed to being an equal-opportunity employer. We welcome candidates from all walks of life. If you need any accommodations during the application process, please don't hesitate to call or email us.

www.beyondco.com