Employee Support Officer

Giant Group; Chelmsford; Hybrid; GBP 24,000; Full time

Job summary

Giant Group is looking for an Employee Support Officer to provide top-notch assistance to contractors and clients. This hybrid role involves addressing payroll and assignment queries while fostering strong relationships. The ideal candidate will bring customer service experience and communication skills, thriving in a collaborative environment.

Benefits

31 Days Holiday

Pension Schemes

Enhanced Maternity and Paternity Pay

Life Assurance

Employee Referral Bonus

Birthday Leave

Paid Volunteering Day

Health Cash Plan

Subsidised Gym Membership

WeCare Services

Qualifications

• 1 year experience in customer service ideally against SLAs.
• Excellent professional and friendly attitude.
• Ability to develop rapport over the phone.

Responsibilities

• Respond to high volume of inbound queries by phone and email.
• Ensure first-time resolution and escalate complaints appropriately.
• Collaborate with internal teams for timely solutions.

Skills

Customer Service

Communication

Resilience

Education

Business-related degree

Tools

Microsoft Office

Job description

At Giant Group, we’re excited to offer an incredible opportunity for an Employee Support Officer to join our growing team.

What we offer:

Salary: £24,000 per annum

Location: Hybrid - 3 days from Chelmsford office

Hours: 37hrs, Mon – Fri 9am to 6:00pm

Tenure: Permanent

About us

We believe in a world where businesses can engage and manage global talent without any barriers. Established in 1992, Giant Group is a workforce management platform and solutions provider. Our purpose is to support businesses with compliant and efficient solutions ranging from applicant tracking, supply chain management and screening, through to time management, billing and payroll, and a range of employment options, all on a global basis.

To understand more about Giant Group and our services please browse our website at: www.giantgroup.com

About the role

As Employee Support Officer, you will have an impact on the experience and satisfaction of our contractors and clients by being their first and most reliable point of contact. Therefore, you will be providing clear, accurate, and timely support across a wide range of queries relating to worker’s payroll and assignments.

The desired outcome of this will be to foster trust, maintain strong relationships, and ensure service excellence that reflects Giant’s commitment to compliance, transparency, and customer satisfaction

Key responsibilities of the role include:

• Responding to a high volume of inbound queries by phone and email, delivering excellent customer service.
• Ensuring first-time resolution wherever possible through clear and concise communication.
• Recognising and escalating complaints appropriately to maintain service standards.
• Collaborating with internal teams to find timely solutions and ensure follow-through.
• Maintaining accurate procedures and contributing to team knowledge and process improvements.
• Driving high satisfaction scores by delivering a consistently positive support experience.

Your ideal experience & competencies

Ideally you would have a business-related degree or at least 1 years’ experience of customer service delivering against service level agreements. Excellent professional and friendly attitude and be able to quickly develop a rapport with customers over the phone via inbound & outbound calls and to deliver a customer 1st service.

You can only excel in this role if you are able to work as part of a team, as well as act upon your own initiative

• Have great enthusiasm and attitude for the role.
• Have a high level of resilience and strong written and verbal communication and emotional intelligence.
• Are proficient in Microsoft office
• Have a good understanding of and strive to achieve the Giant people values

Employee Benefits

• 31 Days Holiday
• Pension Schemes
• Enhanced Maternity and Paternity Pay
• Life Assurance
• Employee Referral Bonus
• Birthday Leave
• Paid Volunteering Day
• Employee Assistance Program
• Buy Additional Holidays
• Health Cash Plan
• Giant Advantage: Exclusive discounts for our amazing team.
• Subsidised Gym Membership
• Long Service Awards
• WeCare Services: Access free 24/7 online GP, mental health support, and virtual well-being resources.

All our posts are subject to pre-employment checks. We are committed to equal opportunities in employment, and we look forward to all applicants, and applicants with a disability, who meet the minimum criteria for the job, and consider them on their abilities. Please note we reserve the right to close this advert early and therefore we encourage you to apply for this position early.