Role Type: Remote role with travel

Reporting to: Customer Support Team Leader

Working hours: 09:30 - 18:00 Monday - Friday

ABOUT US

We are a well-established and trusted health economy partner, saving millions for reinvestment in health and social care through our Workforce, Financial, Care and Specialty Transformation businesses.

We are dedicated to improving the health economy through expert advisors, established technology, and best practice process improvement. Our work has also been recognised with numerous HR and Finance industry awards.

As a base all our employees work from the comfort of their own home. We now have over 400 employees based across the length and breadth of the UK, enjoying the flexibility of working remotely.

We are proud to say that we are currently the:

#1 Best Large Company To Work For in the UK

#1 Best Consultancy To Work For in the UK

We are a 3-star (out of 3) rated company by Best Companies, recognising Liaison Group as a 'World-class Company to Work For'.

JOB SUMMARY

The Customer Support Specialist provides high-quality support to internal and external customers, resolving queries, delivering system guidance, and ensuring a consistent service experience. Working within agreed KPIs and SLAs, the role requires excellent communication, attention to detail, and the ability to manage a busy workload while supporting clients and colleagues across Liaison Workforce services

PRINCIPAL TASKS AND ACTIVITIES:

• In line with service expectations, effectively answer and resolve queries from internal and external customers
• Provide support, guidance and training to clients using Liaison systems
• Prioritise a high workload, ensuring additional tasks are completed accurately and on time
• Ensure internal and external key performance indicators (KPIs) and service level agreements (SLAs) are met
• Ensure clients and users are aware of their responsibilities in the appropriate application of Liaison services, practices, and procedures
• Work as part of a team to deliver consistently high levels of service

EXPERIENCE:

Essential:

• Demonstrable experience in a customer service role
• Confident in the use of Microsoft Office
• Experience working within a multifunctional environment

Desirable:

• Experience in logging query details on an electronic system
• Good coaching skills

SKILLS & COMPETENCIES:

Essential:

• Excellent customer service skills
• Excellent communicator both written and verbal
• Excellent attention to detail, accuracy, and quality
• Strong team player
• Time management, prioritisation, and ability to multi-task
• Ability to maintain a professional, calm, and mature manner
• Adaptive and responsive to a changing environment

Desirable:

• Results orientated
• Empathy
Good analytical skills

QUALIFICATIONS AND TRAINING

Essential:

• Minimum five GCSEs/O' level equivalent (grade C or above) including Maths and English

Desirable:

• Relevant customer service qualification

Environmental Considerations:

• Ability to travel twice a year to different locations for Company Day meetings.

OUR VALUES

You will be expected to demonstrate Liaison's core values: Care, Honesty, Inspire and Guide, and embody our behaviours-be present, choose your attitude, make someone's day, and have fun.

FURTHER INFORMATION

We are proud to support our colleagues and will offer an interview to any candidate with a disability, should they match the skills and experience required for the role.

Liaison Group is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment regardless of race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We pride ourselves on being a place where we can all be ourselves and succeed on merit.

Liaison Group are committed to the Good Recruitment Campaign and are official signatories for the Good Recruitment Charter.

We reserve the right to close this vacancy early if we receive a high volume of applications.

Thank you for your interest in joining Liaison Group