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- Tasks: Support field employees and agency clients through live chat and written queries.
- Company: Join Giant Group, a leading workforce management platform since 1992.
- Benefits: Enjoy remote work, discounts, training, and extra leave for charity or birthdays.
- Why this job: Make a real impact by providing top-notch support and building relationships.
- Qualifications: Ideal candidates have customer service experience and strong communication skills.
- Other info: Flexible hours with a focus on employee well-being and development.
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 answering queries via live chat, consider setting up mock scenarios with friends or family to improve your response time and clarity in communication.
✨Tip Number 3
Prepare to discuss your customer service experience in detail. Think of specific examples where you've successfully resolved complaints or provided exceptional support, as these will be key in showcasing your suitability for the role.
✨Tip Number 4
Be ready to demonstrate your proficiency in Microsoft Office. Since this is a requirement for the role, brush up on your skills, especially in Excel and Word, to show that you're capable of handling the administrative aspects of the job.
We think you need these skills to ace Employee Support Advisor
Some tips for your application 🫡
Understand the Role: Read the job description carefully to 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: Ensure your CV is up-to-date and clearly outlines your relevant experience, particularly in customer service roles. Highlight any specific achievements or metrics that demonstrate your ability to provide exemplary support.
Write a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Use specific examples from your past experiences to illustrate your communication skills and ability to handle customer queries effectively.
Proofread Your Application: Before submitting, thoroughly proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at Giant Group
✨Research Giant Group
Before your interview, take some time to understand Giant Group's mission and services. Familiarise yourself with their workforce management platform and how they support businesses globally. This knowledge will help you demonstrate your genuine interest in the company.
✨Showcase Your Customer Service Skills
As an Employee Support Advisor, you'll need to provide exemplary customer service. Prepare examples from your past experience where you've successfully handled customer queries or complaints, especially in a high-volume environment. Highlight your ability to maintain composure and professionalism under pressure.
✨Practice Live Chat Scenarios
Since the role involves answering live chat queries, consider practising common scenarios you might encounter. Think about how you would respond to various types of questions or complaints, ensuring you can communicate clearly and concisely while providing step-by-step guidance.
✨Emphasise Communication Skills
Clear and concise communication is key for this role. During the interview, focus on your ability to convey information effectively. You might want to discuss how you adapt your communication style to suit different audiences, whether they are field employees or agency clients.
