Partner Support Advisor

7 months ago

Liverpool, United Kingdom Caroola Group Full time

We are looking to hire a **Partner Support Advisor **to join our team Caroola is a group of market-leading brands that specialise in providing tax management, umbrella, and accountancy services to small businesses and a high-quality contingent workforce in the UK. Our mission is to unite and empower the agile workforce community with innovative technology, exceptional service, and expertise, all under one brand. Our top priority is to offer unparalleled support to our clients, easing their workload and helping them grow with us. This is who we are, and what we do.

Our industry is fast-paced and dynamic, and we are always on the lookout for talented individuals who thrive on challenges and accountability. We value adaptability and change as core traits in our team members, and we offer opportunities for career progression and growth. If you're looking for a challenging and rewarding career in a fast-paced business environment, look no further than Caroola. We're dedicated to unlocking your potential and helping you achieve your goals through innovative solutions and world-class service. We’ll work with you to give you all the tools you need to be a Caroola star.

Alongside other team members, the **Partner Support Advisor **will work closely with the Sales Account Managers who look after our agency client portfolios and will focus on resolving all operational queries and educating agencies. You will take ownership of queries providing these clients with a first-class level of support.

**Responsibilities**:

- Ownership of operational support to small, medium and large recruitment agency clients and some direct hiring corporate clients.
- Investigate the root cause of queries to alleviate future issues and assist with educating agencies and clients.
- Provide insights on issues to other departments to allow processes etc to be improved to avoid future occurrences
- Protect the reputation of the business by always operating to the highest standards of compliance and customer service in line with corporate values.
- Gain positive satisfaction responses from clients based on excellent service
- Ensure all individual and team KPI’s are met and coordinate with other departments to ensure internal processes and procedures are adhered to within SLA, therefore ensuring both our agency and contractor customers receive the absolute best level of service possible.
- Use initiative and resources to ensure all issues are fully investigated before seeking a resolution and provide empathetic client centric responses.
- Pro-actively identify themes which may aid the quality and consistency of the service offered.
- Adhere to and understand GDPR regulations and carry out necessary and compliant checks for all interactions taking place with external customers.
- Provide a seamless and professional service to our clients, taking full ownership of issues arising and see through to resolution.

**Skills & Requirements**:

- Client focused and able to demonstrate empathy irrespective of issue outcomes
- Experience of working in a time sensitive, fast-paced environment.
- Experience in speaking with customers in a previous role and can demonstrate a high-level of customer service skills.
- Computer literate - MS Office/CRM software/telephone system.
- A good communicator both over the phone and in written form, with the ability to influence both internally and externally.
- Task orientated with the ability to multitask and prioritise effectively.

**Benefits**:
We're experts in managing finances and we want to optimise yours too We'll ensure that you receive the right benefits to support your choice of lifestyle, wellbeing and health - right now, as well as for your future. Find what’s best for you through your own personal benefits hub.
- A competitive salary, flexible working options, and the ability to flex your holiday entitlement is in the heart of our offering.
- Enjoy 25 days off plus Bank Holidays to reach a maximum of 29. Want more? No problem. You can buy up to an additional 3 days and tailor your leave.
- Plan ahead - With private medical insurance, you can access medical treatment when you need it most. So when life throws you an unexpected challenge, you can access a quick diagnosis and accurate treatment.
- Stay strong - Keep in shape with dental insurance, our Cycle to Work scheme and subsidised gym memberships.
- Study support - Progress your career in your chosen field without worrying about finding the time, the right guidance or the money to do it
- Our financial benefits will aid you in life’s ups and downs including free access to mortgage advice, credit scoring for life and financial management tools
- Company Pension - Save for the future with our company pension scheme with NEST.
- Caroola supports the mental health of its people. Take advantage of our mindfulness resources and engage in a list of initiatives that we update regularly. Our dedicated team of qualified Mental Health First Aiders pro

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