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- Tasks: Support field employees and agency clients through live chat and written queries.
- Company: Giant Group is a global workforce management platform established in 1992.
- Benefits: Enjoy remote work, birthday leave, charity days, and enhanced parental pay.
- Why this job: Join a supportive team that values customer satisfaction and offers growth opportunities.
- Qualifications: A relevant degree and at least 1 year of customer service experience are preferred.
- Other info: Flexible working hours with a focus on maintaining high service standards.
The predicted salary is between 24000 - 33600 ÂŁ per year.
At Giant Group we have an exciting opportunity for an Employee Support Advisor to join our team.
Salary: ÂŁ24,000 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.
The impact of your role
As the Employee Support Advisor, you will have an impact on how field employees (contractors) view our business as you are the first point of contact for any communication. Therefore, 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 behaviour. 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:
- Giant advantage discount platform
- 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, including those 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.
Employee Support Advisor employer: Giant Group
Contact Detail:
Giant Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Employee Support Advisor
✨Tip Number 1
Familiarise yourself with Giant Group's services and values. Understanding their mission to support businesses with global talent management will help you align your responses during interviews and demonstrate your enthusiasm for the role.
✨Tip Number 2
Practice your live chat skills! Since this role involves handling queries via live chat, consider simulating conversations or using chat platforms to improve your speed and clarity in communication.
✨Tip Number 3
Prepare examples of how you've provided excellent customer service in previous roles. Think about specific situations where you resolved complaints or exceeded customer expectations, as these will be valuable during discussions.
✨Tip Number 4
Showcase your knowledge of Microsoft Office tools, especially if you have experience with Excel or Word. Being proficient in these applications can set you apart, as they are essential for managing queries and documentation effectively.
We think you need these skills to ace Employee Support Advisor
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Employee Support Advisor position. Tailor your application to highlight how your skills and experiences align with these expectations.
Craft a Strong CV: Your CV should clearly outline your relevant experience, particularly in customer service roles. Emphasise any experience with live chat support and your proficiency in Microsoft Office, as these are key for this role.
Write a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific examples of how you've provided excellent customer service in the past and how you can contribute to maintaining high survey scores at Giant Group.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which is crucial for a customer-facing role.
How to prepare for a job interview at Giant Group
✨Research Giant Group
Before your interview, take some time to explore Giant Group's website and understand their services. Familiarising yourself with their mission and values will help you align your answers with what they stand for.
✨Showcase Your Customer Service Skills
As an Employee Support Advisor, you'll be dealing with queries and complaints. Prepare examples from your past experience where you've successfully resolved customer issues or provided exceptional service to demonstrate your capability.
✨Practice Live Chat Scenarios
Since the role involves handling live chat queries, consider practising common scenarios you might encounter. This will help you feel more confident and articulate during the interview when discussing your approach to customer interactions.
✨Prepare Questions for Them
Interviews are a two-way street. Prepare thoughtful questions about the team dynamics, training opportunities, and how success is measured in the role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
