Agency Support Specialist - Full Time Permanent Role

Salary £28,500 

Location - Warrington - WA1 - Hybrid Role 3 days office based

Who are we?

At Caroola, we bring together top brands in tax, umbrella, and accountancy services—built for small businesses and the UK’s growing freelance and contractor community.

This position will be focussing on our payroll provider brand – Parasol

Parasol is one of the UK’s leading umbrella employment providers, supporting thousands of contractors and freelancers across a wide range of industries. Acting as the contractor’s employer, Parasol handles all payroll, tax, and compliance requirements — ensuring smooth, compliant payments and access to full employment rights and benefits

Role Overview

Alongside other team members, you will work closely with the Sales Client Relationship Managers who look after our agency client portfolios and will focus on resolving all operational queries and educating agencies to help us achieve operational excellence.

You will have an indepth understanding of the operational processes, along with the employee and agency lifecycle. You will take ownership of queries providing these clients with a first-class level of support. You will liaise extensively between sales and operations to provide correct answers to queries ensuring you challenge processes where necessary.

You will be a patient and accurate problem solver, with a customer centric attitude and a strong ability to prioritise and multitask.

This role is suitable for candidates who have excellent problem solving, communication and relationship building skills. Candidates must be confident in liaising with colleagues and clients internally and externally.

Responsibilities

• Ownership of operational support to small, medium and large recruitment agency clients and some direct hiring corporate clients.
• Problem solving a variety of different client queries, liaising with other areas of the business to help resolve these queries and then communicating the resolution directly to the agency (and on occasion the contractor) via telephone, email, teams call or live chat.
• Investigate the root cause of queries to alleviate future issues and assist with educating agencies and clients, challenge internal processes where necessary.
• Provide insights on issues to other departments to allow processes etc to be improved to avoid future occurrences
• Protect the reputation of the business by always operating to the highest standards of compliance and customer service in line with corporate values.
• Gain positive satisfaction responses from clients based on excellent service
• Ensure all individual and team KPI’s are met and coordinate with other departments to ensure internal processes and procedures are adhered to within SLA, therefore ensuring both our agency and contractor customers receive the absolute best level of service possible.
• Use initiative and resources to ensure all issues are fully investigated before seeking a resolution and provide empathetic client centric responses.
• Pro-actively identify themes which may aid the quality and consistency of the service offered.
• Adhere to and understand GDPR regulations and carry out necessary and compliant checks for all interactions taking place with external customers.
• Provide a seamless and professional service to our clients, taking full ownership of issues arising and see through to resolution.
• Work with agencies and clients to understand their processes.
• Exhaust every avenue to provide a first-class service and to ensure the best resolution for all involved parties.
• Work with the Client Relationship Manager to build and maintain a positive working relationship with agencies and clients and set realistic expectations.

Skills and Experience Required:

• Strong problem solving skills.
• Client focused and able to demonstrate empathy irrespective of issue outcomes
• Experience of working in a time sensitive, fast-paced environment.
• Experience in speaking with customers in a previous role and can demonstrate a high-level of customer service skills.
• Computer literate - MS Office/CRM software/telephone system.
• Excellent communication both over the phone and in written form, with the ability to influence both internally and externally.
• Task orientated with the ability to multitask and prioritise effectively.
• Articulate with a high-level of attention to detail.
• Results driven and able to work on own initiative.
• Positive “can do” attitude and a good team player.
• Experience of effectively liaising with other business areas to achieve departmental goals.
• Ability to adapt communication style dependent on audience.
• Experience of contractor market/employment solutions.

Benefits Package

• Annual Leave - Enjoy 25 days off plus Bank Holidays to reach a maximum of 29.
• UNCAPPED Earnings
• Bupa Private Medical Insurance
• Cycle to work scheme
• Company Pension
• Caroola supports the mental health of its people. Our dedicated team of qualified Mental Health First Aiders provide materials and support in areas such as mental health, mindfulness and personal health.
• Employee Assistance Programme We provide 24/7 365 days a year counselling and support through our Employee Assistance Programme
• Gym Membership
• Onsi - Salary Advance Scheme
• My Savings Pal - Earn cashback
• Hybrid Working
• Free Parking