Senior Employee Support Advisor (Ref: V613)


Posted: 22/11/2018


Full time


The Optionis Group is one of the UK’s most successful professional services companies, and we are looking for a Senior Employee Support Advisor to join our growing team.

Through our brands, we specialise in managing tax, employment, accountancy and legislative compliance for the UK’s small businesses and contingent workforce – our solutions are market leading, and we’re always looking out for the best possible employees.

As a Senior Employee Support Advisor, you will be aligned with Parasol, the market-leading contractor accounting specialist. Within the role, you’ll be responsible for providing comprehensive advice and guidance to employees, whilst also ensuring other Advisors are supported and equipped with the necessary skills and knowledge to fulfil their role. So, if you have a strong customer focus and previous experience in a contact centre environment, then we want to hear from you.


The key responsibilities for the role will include, but are not limited to:

To ensure all telephone and email enquiries are resolved to the employee’s satisfaction.

To manage the expectations of all employees through effective communication and ownership.

Build employee interest in products offered by adding value at every available opportunity.

To retain existing employees through both reactive and proactive retention.

To work well as part of a team, be open-minded towards the ideas and views of others and contribute to building team spirit.

To generate ideas for improvements to processes and the overall employee experience.

To communicate with employees in a professional and compliant manner.

To welcome feedback provided as part of the quality assessment framework and demonstrate improvement in performance.

To achieve individual and departmental performance targets.

To adapt positively to change and meet the changing requirements of the work environment.

Actively support department and company initiatives.

Prepare and contribute to regular performance development reviews, highlighting potential development requirements and training needs.

To maintain a strict level of employee confidentiality at all times.

To maintain a high level of personal drive and the highest standard of accountability and professionalism at all times.


Senior Responsibilities:

To be self-managing and accountable to manage routine operations within Employee Support.

To maintain and improve standards within the team by providing advice and guidance to Employee Support Advisors.

To communicate effectively, ensuring that information and messages are delivered consistently and are understood.

To handle complaints and expressions of dissatisfaction effectively and efficiently within agreed timescales.

To provide advice and guidance on change brought about by stakeholder requirements and legislative change.

To analyse regular informal stakeholder feedback to improve service delivery.

To produce reports and documents accurately and within timescales.

To maintain own knowledge of legislative and industry requirements.

To maintain and build upon technical knowledge associated with the role.

To complete any ad hoc tasks provided by the Team Leader and any other duties that are deemed necessary to support the business as and when required.

To deputise for the Employee Support Team Leader in their absence.


Person Specification


Previous experience in a contact centre environment.

Ability to communicate clearly.

Strong customer focus.

Ability to be innovative and use own initiative.

Personal workload organisation and time management skills.

Good coaching skills with the ability to deliver effective feedback.

Ability to encourage and motivate others.

Ability to deal with difficult situations in an assertive and supportive manner.

Ability to work as part of a team with an active and valuable contribution.

An understanding of and adherence to all confidentiality aspects required.

An understanding of and adherence to all relevant health and safety procedures.

GCSE (or equivalent) in Maths and English at grade C or above.

Excellent computer and keyboard skills with experience of using Microsoft Office applications.

Ability to work flexibly to meet the demands of the business including shift rotations and weekend work.


Knowledge of the Umbrella/Accounting Finance Industry.

Ability to work to organisational standards (e.g. service level agreements).

Formal Customer Service Training e.g. NVQ.

Experience of mentoring/supporting colleagues.

Ability to identify and take action to resolve issues, being accountable for organisational goals.


Please note: We can only consider applications from candidates who are eligible to work in the UK without the need for sponsorship.

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To apply, please upload your CV and Cover Letter and submit your details below.

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