Employee Support and Development Manager

2 days ago


Warrington, Warrington, United Kingdom Caroola Accountancy Limited Full time
We are seeking an experienced Contact Support Operations Leader to join our team at Caroola Accountancy Limited. As a key member of our Contact Support team, you will play a vital role in ensuring that our customers receive exceptional service and support. Your primary responsibility will be to lead a team of Employee Support Advisors, providing guidance and direction to achieve excellent results and deliver outstanding customer experiences.

This is an exciting opportunity to work in a dynamic and fast-paced environment, where no two days are ever the same. You will have the chance to develop your leadership skills, working closely with stakeholders to identify areas for improvement and implementing changes to drive business growth. If you are a motivated and ambitious individual with a passion for delivering exceptional customer service, we want to hear from you

About the Role:
• Lead a team of Employee Support Advisors, providing guidance and direction to achieve excellent results and deliver outstanding customer experiences.
• Develop and implement strategies to improve customer satisfaction and retention rates.
• Collaborate with stakeholders to identify areas for improvement and implement changes to drive business growth.
• Manage and develop Senior Advisors to be self-managing and accountable to manage routine operations within Employee Support.
• Deliver high quality coaching and performance management to staff.
• Support the career development plans and training needs of team members and yourself to ensure that talent is identified, and succession plans are in place.
• Manage complaints effectively and efficiently within agreed timescales.
• Manage and implement change brought about by stakeholder feedback, requirements, and legislative change.
• Manage discipline, welfare, and attendance management processes to ensure consistency and transparency.
• Produce reports and documents accurately and within timescales.
• Maintain a strict level of employee confidentiality.

Requirements:
• Strong leadership and communication skills
• Proven ability to build and maintain strong stakeholder relationships;
• Experience of working in a time sensitive, fast-paced environment.
• Experience in managing teams who liaise with customers/clients who demonstrated a high-level of customer service skills.
• Computer literate - MS Office/CRM software/telephony system.
• Task orientated with the ability to multitask and prioritise effectively.
• Articulate with a high-level of attention to detail.
• Preferred: Knowledge of Salesforce, Knowledge of Umbrella industry

Benefits Package Includes:
Excellent Holiday Leave package with the option to purchase Additional leave
Hybrid Working Approach
Cycle to work scheme
Discounted or free food
Employee discount Scheme's
Free parking
Gym membership
Health & wellbeing programme - 24/7 Access to counselling support programmes
Life insurance
Paid volunteer time
Private medical insurance - Bupa
Referral programme
Sick pay

Estimated Salary: £45,000 - £55,000 per annum

About Us:
We are a leading provider of payroll services, committed to delivering high-quality solutions to our clients.

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