Customer Service Specialist

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.

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.

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.

• 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

• 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 escalate 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.

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.

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