About the Role

MSL is recruiting for a fixed-term Customer Services Coordinator to provide maternity cover. We’re looking for approachable, friendly individuals with a curiosity for digital systems and a commitment to delivering high-quality customer service. You will be a confident problem solver with experience in a customer-facing role and the skills needed to resolve day-to-day support queries.  

This is an excellent opportunity to join a small, focused team supporting partner clients and contributing to continuous improvement. 

In this role, you will communicate effectively with MSL customers daily, as well as colleagues across the business. You will take responsibility for support calls and enquiry resolution, providing clear and practical advice, and maintaining accurate support documentation where needed. You will also contribute to ongoing maintenance tasks, suggest improvements to our internal processes, and share best practice guidance with customers. 

Main Duties

• Providing friendly, practical support to MSL customers via telephone, email, live chat, and the support ticket system, escalating to other team members where needed. 
• Responding to issues in line with priority levels. 
• Maintaining user and internal documentation. 
• Working in line with 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 be required by the Director of Customer Operations. 

Expected Standards

• Ability to prioritise and estimate time needed to complete tasks, keeping the support ticket system updated with relevant information. 
• Clear written communication, laid out to expected standards. 
• Shows initiative when identifying solutions to customer issues. 
• Takes ownership of resolving customer issues to a satisfactory outcome. 
• Responds to emails, phone calls, and live chat within agreed timeframes, communicating status and resolutions clearly. 
• Good understanding of Information Security and Data Protection requirements, and ability to apply them in day-to-day work. 

Person Specification

Experience

• Demonstrable experience of providing high-quality customer service. 
• Experience of working independently, with accuracy and attention to detail, and meeting deadlines within a team environment (office-based and remote). 

Skills

• Strong interpersonal skills and ability to communicate effectively with colleagues at all levels. 
• High level of accuracy and attention to detail. 
• Clear written and verbal communication, able to explain complex information simply. 
• Good IT skills, including confidence using MS Office (PowerPoint and Excel). Experience with CMS or CRM systems desirable. 
• Ability to prioritise and manage workload under pressure, using judgement to meet deadlines. 
• Strong administrative skills. 

Desirable

• Knowledge of student organisations and the Higher Education (HE) sector. 
• Prior knowledge of MSL System functionality. 

About MSL

Membership Solutions Limited (MSL) powers online platforms used by over 130 student organisations worldwide, helping millions of students access memberships, events, volunteering, and other services. We are the market-leading provider of online solutions to support student engagement and enrichment for student organisations.  

Since our beginnings at Warwick Students’ Union in 2005, we have worked with students’ unions, sports unions, associations, guilds and universities across the UK, Ireland, Australia, New Zealand, and Canada. Today, more than 50% of higher education students in the UK have access to information and services made available by MSL technologies. 

What’s on Offer

Salary: £28,000 per annum

Duration: Fixed-term (12 months, maternity cover) with potential extension up to 18 months, subject to a 16-week probationary period with a review after 8 weeks.

Hours: Minimum 37.5 hours per week, typically within core business hours (09:00 to 17:00). Very occasional early mornings, evenings, or weekend cover may be required with notice to support international customers during periods of increased demand.

Location: Hybrid working (office and home). The office is based on the University of Warwick campus. You may be required to work at another nearby location within a 10-mile radius, for example, if the office location changes. 

Benefits: 

• 22 days annual leave plus 15 days leave around and including public holidays fixed by MSL.
• Salary sacrifice pension scheme with employer contributions
• Employee Assistance Programme (EAP)
• Cycle to Work scheme
• Hybrid working available

Ready to Make a Difference?

Please send your CV and a short covering letter highlighting your suitability for the role to jobs@ukmsl.com before 9 am, Monday 20th April 2026.

Interview process: A short telephone call to discuss your application, followed by an in-person interview towards the end of April (exact date to be confirmed).

No agencies, please.