At a Glance
- Tasks: Support clients with Workday systems and provide top-notch customer service.
- Company: Join OneSource Virtual, a leader in Workday solutions with a vibrant culture.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for growth.
- Other info: Great career development opportunities in a supportive environment.
- Why this job: Be part of a dynamic team making a real impact in employee services.
- Qualifications: 2+ years in administration, strong communication skills, and a knack for problem-solving.
The predicted salary is between 44595 - 54505 £ per year.
OneSource Virtual (OSV) has worked exclusively with Workday customers since 2008 to deliver compliant, in-tenant technology and expert services to automate the administrative, transactional tasks of payroll, taxes, earned wage access, accounts payable, and benefits. With over 1,500 customers, 92% retention, and $225+ billion in treasury movement annually, OSV helps organizations maximise their Workday investment and operate it with confidence. Payroll, benefits, and finance solutions — all in one place.
This is a hybrid position that requires you to go into the office at least once a week. The office is located on Patrick Street in Derry. This is a 12-month fixed contract to cover an employee leave.
Position Summary/Objective
In this role, you would be supporting the US Benefits & Employee Services Team using Workday and Salesforce ticketing technologies. This position is on the EMEA Help Desk team, providing support to English-speaking clients with their Workday systems. You need experience in both Computer & Communications technologies, developed and enhanced in the Information Technology and Call Center Industries.
Essential Functions/Duties/Responsibilities
- Provide professional and timely service to internal and external customers
- Effective communication skills via email
- Provide Workday platform navigation and access assistance to contact centre requests.
- Support team goals for performance metrics and service level agreement statistics for all cases (written and verbal)
- Escalation of service delivery issues to on-site Lead and Corporate contacts as appropriate
- Participate in ongoing training relative to the functional area
- Form strong partnerships within the department and organization
- Identify and document areas of improvement or innovation through process change or automation
- Meets or exceeds all performance standards
- Assumes other duties as assigned by the Manager
Competencies
- Related working experience in a customer service or helpdesk-related role
- Keenness and willingness to learn basic Employee Self Service functionality for the Workday platform
- Must value and promote team spirit, have outstanding interpersonal skills and exhibit professionalism within the workplace
- Maintain punctuality and adherence to the set schedule with extra hours as needed
- Ability to cope in a fast-paced, demanding environment and manage sensitive, confidential issues.
- Analytical skills; strong research and follow-up skills
- Ability to multitask
- Professional communication skills
- Proficient PC Skills (Microsoft Office, Outlook, HRIS, etc…)
- Ability to work independently and as part of a team
- Must be willing to adapt and display a positive attitude
Supervisory Responsibility
This role has no supervisory responsibility and reports to the Global Help Desk Lead.
Qualifications and Experience
- 2+ years of administration experience
- Excellent communication skills, both written and verbally in English
- Intermediate Excel experience
- Advanced Proficiency in Microsoft Office
- Ability to prioritize tasks
Preferred Skills
- Experience in Employee Benefits
- Call Center experience
- Workday and/or Salesforce experience
Due to the nature of our business, the customer undertakings we provide, and the sensitive data we manage, we operate detailed background checks for all successful candidates which include a credit reference and basic criminal record check amongst educational and employment checks. Employment decisions will take account of all relevant information, including the background check outcome, in relation to each individual role.
You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.
Locations
Employee Service Centre Specialist (Hybrid - Northern Ireland) in Derry, Londonderry employer: OSV
OneSource Virtual (OSV) is an exceptional employer that fosters a values-based culture, encouraging innovative thinking and collaboration among its employees. Located in Derry, Northern Ireland, this hybrid role offers the flexibility of remote work while providing opportunities for professional growth and development within a rapidly expanding organisation. With a commitment to employee well-being and a supportive team environment, OSV is dedicated to helping you thrive in your career.
StudySmarter Expert Advice🤫
We think this is how you could land Employee Service Centre Specialist (Hybrid - Northern Ireland) in Derry, Londonderry
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like OSV.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like OSV. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Employee Service Centre Specialist (Hybrid - Northern Ireland) in Derry, Londonderry
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to OSV.
How to prepare for a job interview at OSV
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in OSV's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services OSV offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
