Customer Service Officer Remote
Job description
At giant group we have an exciting opportunity for an Customer Support Officer to join our growing team.
giant mission
Using 30 years of specialist knowledge we help organisations more effectively manage their workforce and with our people at the heart of what we do, we engage internally and externally with honesty and empathy.
about giant
For 30 years giant have provided specialist, end to end workforce management software and support services to recruitment agencies and corporate companies, internationally.
To understand more about giant and our services please browse our websites at:
www.giantpay.co.uk for workers
www.giantgroup.com for recruitment agencies
www.giantprecision.com for corporates
about the role
As the Employee Support Officer you will be the first point of contact for answering large volumes of inbound queries, both by telephone and email, providing exemplary customer service to field employees and our agency clients within agreed service level agreements.
Your ultimate objective is to provide exemplary support to field employees of giant by assisting with timesheet entry, providing step-by-step guidance of the employee portal, advice, and information on their employment rights (e.g., statutory entitlements) as well as providing detailed payroll analysis.
about you
Ideally you would be educated to degree level or at a minimum have 1 years’ experience within a customer service role delivering against service level agreements. Excellent professional and friendly attitude and be able to quickly develop a rapport with customers over live chat to deliver a customer 1st service.
You have great enthusiasm and attitude for the role, a high level of resilience and strong written and verbal communication and emotional intelligence.
Experience engaging with customers via inbound & outbound calls.
Proficient in Microsoft office Knowledge or experience of live chat
Understanding and striving to achieve the giant people values is essential.
career path
Your career path at giant will be consistent with how well you are carrying out your current role including reference to whether you have met or exceeded your objectives and importantly how you demonstrate the giant people values.
Understanding your aspirations ultimately helps us to guide your individual career path whether it is in your current role or in a different role that your skills and knowledge can be developed.
In this role there are a number of career path routes you can take. For example, you can become a senior, supervisor, manager, operations manager or alternatively you can work in customer services exclusively for any of our sister companies in precision 1st line support, screening, or financing.
training
We provide in-house certified training as well as role relevant accredited training to enable you to do the role efficiently.
giant people values
At giant we have people values that we always aspire to. They are the cornerstone of our culture:
personal growth: we strive to understand ourselves.
we are self-aware and in control of our insecurities, moods and emotions and their effect on others.
we control our reactions and think before speaking so we can empathize and understand other’s emotions and their views.
we are good at building rapport and relationships with others often by finding a common ground.
we take ownership of tasks/projects, whilst freely admitting our mistakes, and we stretch ourselves to grow (being nervous shows you are being stretched!),
clear communication
we listen well, encourage others to speak and we communicate in a straight-forward honest manner leaving nothing unsaid - we say the good & the bad! All whilst always being fair, respectful, and emotionally intelligent.
working as a team
we achieve goals together as a team, with humility not ego, where everyone is equal and feels safe to challenge others and have their views heard and always with a sense of humour!
Studies show that working for and with people who have emotional intelligence increases job happiness (satisfaction and motivation) exponentially. By following these values, we can be the best at what we do, provide greater job satisfaction for those around us and we can all grow to be the best version of ourselves!
giant appraise.
To help you progress in your career you will be set clear objectives and you will be expected to constantly give and receive feedback. Every three or six months (monthly in your first three months) you will have a straightforward review meeting discussing your achievements, the progress of your objectives, examples of how you have demonstrated the giant people values, together with any other relevant discussion points including of course any feedback (good and not so good!) on your line manager.
All our posts are subject pre-employment checks. We are committed to equal opportunities in employment and we look forward to all applicants and applicants with a disability who meet the minimum criteria for the job and to consider them on their abilities.
giant employee survey
We engage our people, understand their development needs, and adapt the way we work; this is demonstrated in our 2021 employee survey results which indicates on average giant employees are:
- 97% are clear on their role
- 93% understood their KPI’s
- 93% understood objectives align with giant's mission and overall company objectives
- 89% were trained and developed
- 94% agreed that regular communication & teamwork take place
Please note we reserve the right to close this advert early and therefore we encourage you to apply for this position early.
Job Types: Permanent, Full-time
Salary: £21,000.00 per year
Benefits:
- Company pension
- Employee discount
- Gym membership
- Health & wellbeing programme
- Life insurance
- Work from home
Schedule:
- Monday to Friday
COVID-19 considerations:
As per government guidelines
Experience:
- Customer service: 2 years (preferred)
- Complaint handling: 1 year (required)
- telephone based customer service: 1 year (required)
Work Location: Remote
Reference ID: ESO
Expected start date: 16/10/2023
