Are you passionate about delivering exceptional customer service and solving problems?
Join MSL, the market leader in online solutions for student engagement, and help us support student organisations across the UK and beyond. Our technology powers services for over 50% of higher education students in the UK – and we’re growing!
What’s on Offer:
Salary: £28,000 per annum, subject to skills and experience
Duration: Permanent
Hours: A minimum working week of 37.5 hours will be required each week. Core office hours are Monday to Friday 9am to 5pm. Flexibility is required to meet the demands of the post, including an occasional requirement for weekend and evening work.
Location: MSL takes a hybrid approach with office and homeworking however you must be able to travel to the office in Coventry, West Midlands, based in the UK. Our office is located on the University of Warwick campus, but you may be expected to work in Coventry or anywhere within a 10-mile radius as required. MSL will provide an office workspace to anyone wishing to work in an office environment more frequently.
Benefits: Hybrid working is available, together with an excellent holiday entitlement of 37 days, generous employer matched pension contribution, employee assistance programme and cycle to work scheme.
About the Role
MSL is expanding its customer service team and is looking for an adaptable new team member to provide knowledgeable support to its customers. Approachable and friendly, you will have a curiosity for all things digital, providing unrivalled customer service. You will be a dynamic problem solver with previous experience in a customer-facing support role and have the necessary skills to resolve day-to-day technical support issues. We are a small team with a purpose, and this is a great opportunity to join us and help us meet our ambitions and those of our partner clients. We learn every day and support our partner clients and colleagues by applying that knowledge.
You will be able to communicate effectively with current MSL customers daily, and colleagues in different areas of the business, taking responsibility for support calls and enquiry resolution, delivering relevant advice, training and updating our support documentation where necessary.
You will also assist with ongoing maintenance tasks, providing recommendations on how to improve MSL’s internal processes, and be able to communicate MSL best practice to existing and new customers.
Main Duties
- Providing friendly and engaging advice and support for MSL customers via telephone, email, live chat and the MSL support ticket system, assigning enquiries and issues to other members of the team where necessary.
- Responding to reported issues according to priority.
- Keeping user and internal documentation up to date.
- Delivering training on system use to new and existing customers either face to face (either onsite at our client’s offices or at MSL’s offices) and over web conference.
- Upholding MSL’s values - Aim High, Make a Difference, (Be) Straightforward and Fair, Apply our Knowledge, Stay Curious and (Work in) Partnership.
- Any other duties that may from time to time be reasonably required by the Director of Customer Operations.
Expected Standards
- Ability to prioritise and estimate time required to complete tasks. Update the support ticket tracking system with relevant information to keep the team informed.
- Clear written communication laid out and formatted to expected standards.
- Exercises proactivity and creativity when identifying solutions to customer issues.
- Personally commit to and take ownership for actions to resolve customer issues to the satisfaction of the customer and MSL.
- Answer emails, phone calls, and live chat within agreed time limits. Communicate status, fixes, and resolutions clearly, in understandable terms.
- Good understanding of the Data Protection requirements relating to the system and its usage.
About MSL
Membership Solutions Ltd (MSL) is the market-leading provider of online solutions to support student engagement and enrichment to student organisations. Since our beginnings at Warwick Students’ Union in 2005, we have worked with students’ and sports unions, associations, guilds, and Universities in the UK, Ireland, Australia, New Zealand, and Canada – today more than 50% of all higher education students in the UK have access to information and services made available by MSL technologies.
Why Join Us
- Be part of a small, dynamic team making a big impact.
- Work with clients across the UK, Ireland, Australia, New Zealand, and Canada.
- Enjoy a culture built on our values: Aim High, Make a Difference, Stay Curious, and Work in Partnership.
Ready to Make a Difference?
Apply now and help us shape the future of student engagement!
How to Apply
Please send your CV and a short covering letter highlighting your suitability for the role to jobs@ukmsl.com before 29th August 2025
This vacancy and advert will be closed when sufficient applications are received. Therefore, it is strongly advised that you submit your application as soon as possible.
First stage interviews will be held virtually, with second stage interviews being in person on held at our offices based on University of Warwick Campus
No agencies please