Customer Service Consultant

We're hiring at Outsource UK!
Outsource is a technology staffing business at our core, but we want to make a difference.
We are passionate about eliminating bias, privilege and inequality in talent engagement, and it is woven through everything that we do.
We are looking to hire a Contractor Care Consultant to join our Contractor Services Team and play and essential role in providing an exceptional customer service experience to both our contractors and internal stakeholders.
What does a Contractor Care Consultant do?
The Contractor Services Team provides essential customer service, advice, administration, and processing services that support Outsource's wider recruitment business.
The role of Contactor Care Consultant plays a pivotal role in both delivering an exceptional customer service to our placed contractors, PAYE temporary workers and our end customers; as well as to our colleagues across the organisation.
Contractor Care Consultants are responsible for supporting and advising contractors through the vetting and onboarding process.
Issuing offer letters, contracts and contract extensions, whilst keeping both the contractors and internal stakeholders (Recruiters and Account Managers) apprised of their progress throughout the process.
Contractor Care Consultants are also the first line of contact for Contractor queries over the telephone and by email.
They are accountable for responding to and taking ownership for queries and seeing them through to resolution in a timely manner.
Queries can range from onboarding, contract extension, timesheet and payment queries.
What are the main tasks and responsibilities?
The role is really varied and the successful applicant will have the opportunity to be cross-trained in all activities including: Onboarding of new contractors and temporary workers which includes: Production of contracts.
Processing of onboarding checks in line with client and legal requirements and chasing up any missing information within the required timescales, highlighting any issues to key internal stakeholders - Account Manager(s), Recruiter(s) & People & Operations Director.
Act as the conduit between external customers and internal stakeholders to ensure a compliant, effective and efficient onboarding experience for all parties.
Manage contract extensions, again acting as conduit between recruiters, customers and contractors.
Manage and delivery an effective off-boarding process.
Understand and accurately follow on-boarding processes and procedures to ensure contractor and PAYE temps are successfully onboarded to our customers.
Logging & storing correctly all conversations, correspondence and documents relating to the on-boarding and contractor care processes for your allotted contractors.
Ensuring a full audit trail is available for each and every placed contractor under your management.
Supporting Effective Payroll Processing: Ensuring contractors are set up correctly on JobAdder – internal CRM system.
Input contractor payroll data and information into CRM and In-Time systems.
Customer Service Administer, direct and resolve queries that come into the dedicated team inbox.
Answer and resolve incoming calls and queries from customers and internal colleagues Develop and maintain accurate process notes and procedures Manage and resolve transactional contractor queries over the phone and email; including, but not limited to, payments, contracts, and general enquires, etc.
Be a role model in the use of phones and MS Teams to foster excellent working relationships with colleagues throughout Outsource in order to maintaining a "one company culture".
All of activities should be completed with a view to looking for opportunities for improvements to processes, and striving for continuous process and customer experience improvement.
Focussing on continuously improving Contractor satisfaction scores across your allocated contractor base.
What skills and attributes do you need to be a Contractor Care Consultant?
Proven ability to follow complex processes and procedures accurately and efficiently.
People person, someone who enjoys building relationships with a variety of stakeholders over the telephone and using MS Teams.
Problem solver, takes responsibility for finding out the answer to queries, liaising with colleagues to resolve issues effectively and efficiently.
Adaptable, able to multi-task and willing to move from one actively to another dependent on the requirements of the business.
Strong attention to detail.
Someone who takes pride in their work and puts in checks to ensure the quality of the information and data they input into our systems is accurate and complete.
Excellent verbal and written communication skills.
Able to write personable and professional emails to internal and external stakeholders.
A high proficiency in MS Office in particular Excel and Word.
Resilient and able to exhibit self-control when dealing with challenging situations with both internal and external stakeholders.
A strong team work ethic, someone who enjoys working in a collaborative team environment and focuses on not only team goals but the Company's goals too.
The ability to handle multiple priorities.
Location and hours of work This role is based in Swindon, working from our offices that are based next to the Swindon Designer Outlet Village in Swindon and once you are trained you will have the option to work from home on Tuesdays and Fridays!
Our full-time working hours are 38.5 per week, Monday to Friday.
Rewards Free onsite parking Early finish Fridays Enhanced maternity, paternity and adoption pay Assigned "Buddy" to show you the ropes and welcome you to OUK In-house training and development 25 day's annual leave, increasing to 28.5 days with length of service Enhanced long-term company sick benefit.
Inclusive bank holiday policy – trade up to 2 bank holidays for days of your choosing Annual companywide weekend away Opportunity to become an Inclusion Ambassador and/or Employee Culture Champion Access to Perkbox rewards platform Free Breakfast Mondays when working from the office – we will give you the best start for a successful week!
Health Cash Plan – money back on your everyday health expenses Free Specsavers eye test & money off vouchers Comfort boxes in each office, providing employees with free access to a wide range of toiletries and sanitary products.
Pension Contribution Scheme Cycle to Work Scheme Access to our Employee Assistance Programme Companywide well-being initiatives Regular charitable & social events Heroes Awards and other internal recognition incentives.
Our Culture We have a supportive and collaborative culture.
We have fun at work - our Culture Champions create a year-round programme of events and celebrations.
We believe in balance – we offer a hybrid working environment, as well as other flexible options across all of our roles.
We offer inclusive bank holidays – so that you can celebrate the occasions that mean the most to you.
We challenge ourselves and each other every day – we believe in pushing ourselves to be the best we can be, and we understand the part we all play in achieving our mission, and living our purpose.
We challenge the stereotype of what people perceive a recruitment company to be – we're proud to be different!
Supportive and collaborative doesn't mean easy – we set ourselves tough targets, and we work together to achieve them.
And when we do, we reward everyone – across the whole company.
Our People We are collaborative, accountable, inclusive, solutions focused and insightful.
We're passionate about our purpose, and we work hard every day to live and breathe it.
We like the people we work with and we love what we do!
We're not hierarchical – our leaders are visible, approachable and part of the team.
Inclusion statement Outsource UK is committed to creating a diverse environment and is proud to be an equal opportunity employer.
You'll receive consideration for your application without regard to race, religion or belief, gender identity or expression, sex, sexual orientation, disability, marriage and civil partnership, pregnancy and maternity, or age.
As proud members of the Hidden Disabilities Sunflower, we're committed to creating an inclusive recruitment experience for all candidates.
Should you need any workplace adjustments during the application process, interview or in your new role, just let your Recruiter know.
We're here to support you every step of the way.