Customer Service Representative (Candidate Care)

Customer Service Representative (Customer Care)

Salary: £18,000 (£2,000 Bonus)

Location: Altrincham

Act as the first point of contact for our clients placed candidates. To effectively manage the relationship and ensure that all candidates are 100% satisfied with the service provided. This involves ensuring the administration of all contract paperwork is finalised correctly and punctually. You will also act as a support to the team leader making sure all candidates and client's needs are met and that all team members are motivated, productive and work as a professional unit.

Responsibilities:

• Administration of paperwork - new contracts, extension, amendments, terminations and finishers
• Check and sign off other team members work
• Ensuring all compliance documentation is in place
• Primary point of contact for the candidate from the first day of their assignment
• Communicating processes, the candidate must follow whist on assignment (especially payment process)
• Communicate and promote the benefits of Experis to candidates
• Purchase order management
• Extension Management
• Negotiating with Candidates
• A good understanding of legal and contractual issues
• Understanding client specifications , e.g. special clauses, margins, expense procedures, overtime agreements compliance requirements and payment cycles
• Act as a liaison between candidates and other internal departments
• To own and manage candidate queries through to resolution
• Develop and maintain knowledge of individual business units
• Manage the recruitment and on boarding process for payroll/directs/gifted candidates
• Training and mentoring new team members

Qualification:

• A-Levels or degree level qualification

Experience:

• Good customer service attributes or background
• Worked as a Candidate Care Representative or similar position

Skills:

• Articulate with a positive approach, and capable of dealing with confrontational situations sensitively and professionally as well as forging strong relationship with candidates
• Good reasoning skills and ability to deal with complex issues and make sound judgements on solutions
• Ability to coach other team members to deal with issues to resolution
• Excellent telephone skills (basic sales, message handling, service).
• Resilient and ability to remain calm and professional under difficult circumstances
• Ability to project professionalism and confidence at all levels over the phone and face to face
• Excellent time management skills with an ability to meet tight deadlines