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At Giant Group we have an exciting opportunity for Employee Support Advisor to join our team

Job Title: Employee Support Advisor

Salary: £24,000 per annum

Location: Homebased

Hours of work: 37hrs, working 5 days across a 7 day period, operating 8am to 8pm opening hours

Job Type: 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

The impact of your role

As the Employee Support Advisor, you will have an impact on how field employees (contractors) are view our business as you are the first point of contact for any communication. Therefore, you will be you will be answering online written and live chat queries from our field contractors and agency clients to successfully answer queries and handle any complaints all the while maintaining and providing a high-level of customer satisfaction at the core of every decision and behavior.

The desired outcome of this will be to provide exemplary support to our field employees and agency clients by assisting with timesheet and expense entry, providing step-by-step guidance of the employee portal, advice, and information on their pay.

Key responsibilities of the role include:

• Answering large volumes of messages and live chats whilst providing exemplary customer service to field employees and agency clients within agreed Service Level Agreements (SLA).
• Maintaining and developing knowledge on Giant procedures, policies, and processes and maintaining excellent relationships with field employees, agency clients and both internal and external stakeholders.
• Understanding our contractors’ needs by resolving and escalating queries in a timely manner to ensure that complaints are resolved at the first attempt.
• Achieve high survey scores which look to secure “Yes I would recommend giant “answers from clients.

Your ideal experience & competencies

Ideally you would have a relevant related degree, at least 1 years’ experience as a customer service advisor.

• Proficient in Microsoft office is required.
• Knowledge or experience of live chat.
• Understanding and striving to achieve the Giant people values is essential.
• Clear and concise communication skills.

The benefits we offer here at giant:

• Employee Assistance Program
• Pension Salary Sacrifice
• Birthday leave
• Day off for charity work
• Buy Holidays
• Enhanced maternity & paternity pay
• Support for parents returning to work
• Soft loans
• Role related training & paid studies
• Social events

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.