To support and liaise with the onboarding, account management and payroll teams,(service delivery teams) across
the office. The role is to offer customer excellence to the contractor base who are utilizing Workwell's Umbrella service.
The role is predominately telephone based, with email and KPIs targets attached. The support offered is advisory on
payroll legislative queries, which will be taught If successful for the role.
Main Responsibilities
- Answering inbound phone and email queries, with structured timescales
- Making outbound calls in response to messages left and callbacks
- Ensuring that all contract information held on our systems maintain, up to date and accurate
- Managing and processing correspondence, using professional and clear language
- Supporting our contractor base by supplying necessary documentation as required (Contract, P45/60, Timesheets etc.)
- Ensuring that customers are kept informed at all stages, till the close of the query
- Prioritising work according to defined service level agreements and the effect on the business
- Adhering to the procedures defined for the Service Delivery team
- Maintaining documentation and information relevant to the role
- Representing the Service Delivery team in a professional manner to promote good customer insight.
- Assisting where necessary other members of the team in the delivery of service
- Maintaining a high level of professionalism with colleagues and contractors alike
Skills, knowledge and experience required
- Team Player
- Ability to build inter-departmental relationships
- Multi-tasker
- Effective communication skills -written and verbal
- Can articulate clearly, when explaining outcomes to queries
- Ability to prioritise
- Ability to demonstrate initiative
- Confident and professional telephone manner
- Ability to work in a fast-paced environment
- Pro-active approach
- Previous customer service experience
- Being able to judge situations effectively and offer the best support with empathy and patience
- Positive and self motivate, with a passion to do well
- Open to Instruction, support and guidance
Hours and environment:
Full-time, Permanent
Mon - Fri 8:00 - 18:00 scheduled and rota shifts
Sat 9:00 - 12:00 - required once a month.
100% Office Based Role