The Support Consultant, reporting to the Head of Support, is part of a busy team. The Support Consultant role involves providing solutions to software related queries. You must be able to deliver an excellent customer experience, cope under pressure, have superb communication at all levels and the enthusiasm to learn new skills.

Your responsibilities will include:

  • Providing high quality 1st line support services to customers and departmental colleagues
  • Clearly communicating progress issues and risks to the appropriate stakeholders
  • Retaining ownership of risks and issues, escalating where necessary
  • Maintaining an up-to-date knowledge of company products, services, methodologies, policies, procedures and clients
  • Attending training courses to develop relevant knowledge and skills
  • Keeping up-to-date with payroll and HR policies and legislation by reading relevant literature, HMRC bulletins and internet research
  • Identifying additional commercial opportunities and communicating to the appropriate level
  • Corresponding with clients in a professional and friendly manner
  • Accurately maintaining the company CRM system
  • Creating and maintaining client relationships
  • Contributing to product enhancement using CRMS
  • Attending and participating in meetings and project activities
  • Complying with published security policies that are applicable to the role and related activities

GDPR & Compliance Responsibilities

  • Handle data in line with UK GDPR regulations
  • Report all personal data breaches (and near-miss incidents) to the DPO and GDPR Team
  • Ensure confidentiality, integrity, and availability of information is maintained at all times
  • Report access issues (over and under access permissions) promptly to the IT Department
  • Strictly maintain non-disclosure of company and client confidential information
  • Process information in line with the ISO 27001:2013 Standard
  • Take up all GDPR and Information Security Training when offered

Skills and Attributes

  • Excellent written and oral communication across all levels; including clients, colleagues and management
  • Excellent understanding of payroll and HR legislation with associated calculations
  • Ability to work and stay calm under pressure
  • Ability to respond enthusiastically to client enquiries
  • Excellent numerical skills
  • High level of accuracy and attention to detail
  • IT literate, including a good working knowledge of Microsoft Word and Excel
  • Ability to maintain and foster close working relationships with clients
  • Logical thinking and problem-solving skills
  • Organised and methodical
  • Able to meet strict deadlines
  • Honesty and respect for confidential information
  • Ability to work well as a team

About the role

This is a full time role on a permanent basis.

If you think you have what we are looking for and are looking for a role that you can make your own and really help to drive our Company forward, please send your CV and covering letter telling us why you think we need you to

This job description is intended as a guide to your duties. You may be required to undertake additional or new duties from time to time to ensure the most efficient use of available resources and to meet the Company’s business needs.