Customer Service Specialist

What will you be doing?

Location: Basingstoke Hybrid Working (3 days in office 2 days WFH)

What will you bring?

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.

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.

You Will:

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

You’ll be a great fit if you:

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.

Training

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.

Due to our training intakes and the Christmas holiday period, we’re currently working towards a start date of 4 January 2027 for this role. We’ll keep successful candidates updated throughout the recruitment and onboarding process.

Why join us?

This is a great opportunity if you enjoy customer service but are looking for something broader than a traditional call-centre role. You’ll develop experience across customer servicing, data, digital systems and our growing Health proposition, while building transferable skills that can support your longer-term development.

If you’re organised, adaptable and enjoy helping customers while working with data and digital systems, we’d love to hear from you.

At Unum, we’ve created a workplace where people feel supported to progress and grow, and can see their ambitions coming to life.

As a part of our commitment to creating an inclusive workplace, we actively encourage applications from those with disabilities and those with long-term health conditions.

If you meet the essential criteria for the role and choose to opt in to the scheme during your application, you will be offered an interview under the Disability Confident Scheme.

If you need assistance and/or reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected].

We are proud to be a Disability Confident Employer.

Company:

Unum UK