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 - https://www.evouchers.com/ & FundingConnect - https://www.fundingconnect.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 & FundingConnect is:

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.

FundingConnect 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.

Job snapshot:

As a Customer Support Specialist, you’ll be an integral part of the team, supporting customers across our growing product suite, including Evouchers and FundingConnect. 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.

What you’ll be doing:

• 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 FundingConnect, 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.

What we’re hoping you’ll bring:

• 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 stakeholders, adapting your approach to suit different needs and situations.
• The ability to manage competing priorities, stay organised and keep things moving in a fast-paced environment.
• Curiosity and a willingness to learn, particularly when it comes to new products, technology and ways of working.
• The ability to embrace change and enjoy working in an environment where things are continually evolving.
• A collaborative approach, with the confidence to share ideas, ask questions and work with colleagues across different teams.
• Excellent written and verbal communication skills, with a strong eye for detail
• A positive, practical approach to problem-solving and a willingness to get stuck in and make things happen.

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 get that our success is dependent on the collective energy, intelligence and contributions of all our team members and we are committed to ensuring 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
• On-site gym facilities at HQ 
• Buying and selling holiday scheme
• Additional holiday for length of service 
• Employee-assisted programme
• Group life assurance (Death in service)
• Will-writing assistance scheme 
• Company pool cars at HQ 
• Payroll giving scheme enabling you to support charities of your choice through tax-efficient salary donations
• Health cash plan, covering everyday health treatments 
• On-site trained mental health and well-being champions 
• Monthly lunch club (on us) 
• Discounted retail vouchers via employee savings platform
• Comprehensive wellness programmes 
• Enhanced maternity, paternity and adoption benefits 
• Electric car scheme & on-site EV charging 
• Cycle to Work Scheme 
• Eye examination scheme 
• Financial contribution to the setup 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
• Free healthy snacks & barista coffee 

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 
• Enhanced Health Cash 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! With the dynamic market conditions, we're not setting a fixed application deadline. We encourage you to apply as soon as possible, as we'll be filling 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.

https://www.beyondco.com/