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Call Centre Agent 5 days a week in office Based in Manchester City Join the UK and Ireland's largest independent and trusted well-being provider, making a positive impact on over 15 million lives for more than 40 years! We are seeking an enthusiastic and compassionate Call Centre Agent to work on the front lines of our client's Employee Assistance Programme (EAP), offering empathetic and efficient customer interactions. * Shift Pattern: * Monday: 7am - 3pm * Tuesday: 9am - 5pm * Wednesday: 12pm - 8pm * Thursday: 8am - 4pm * Friday: 8am - 4pm Job Overview: * Handle inbound and outbound calls with empathy and professionalism. * Support clients through emotional or challenging situations, working closely with counselling and legal teams. * Manage client triage, ensure support is provided, and improve client experience. Key Responsibilities: * Provide efficient telephone support and follow-up. * Handle digital queries (live chat, emails). * Record accurate call notes and assist with office duties. * Maintain service levels and continuously improve knowledge of assistance programs. Essential Skills: * Strong communication and listening skills. * Ability to handle emotional topics with compassion and discretion. * Enthusiastic, willing to learn, and able to prioritise work. * Experience with IT systems and MS Office. 48335CHRINDMANJ
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Scheduler Based in Hinckley 100% office based, Monday - Friday Are you organised, detail-oriented, and ready to play a crucial role in ensuring smooth operational support? This role is key to maintaining efficiency and providing high-quality service by helping teams stay fully resourced, handling client calls, and providing critical reporting. Key Responsibilities: * Use Ring Central to monitor and assist availability of Advisors, ensuring teams are correctly resourced, even on short notice. * Assign work and manage queues to meet standards. * Handle updates to holidays, overtime, absences, working patterns, and more to support smooth scheduling. * Assist Leadership with daily, weekly, monthly, and quarterly reports to keep everyone informed and on track. * Respond to inbound client calls, reduce overflow, set call-backs, and provide Super Service by setting expectations and timeframes. * Manage the stock of consumables (headsets, splitters, webcams) to support team needs. * Update client records, maintain confidentiality, and build strong working relationships with clients and colleagues. Requirements: * Strong organisational skills with attention to detail. * Ability to handle multiple tasks and adapt to changing priorities. * Excellent communication skills and a client-first attitude. * Proficient in MS Office, particularly in Excel for reporting. 47968CHR3INDHIN
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Are you a HR Business Partner working within a technical Engineering and Manufacturing environment? Have you been successful with HR system implementations and HR transformations? I have a great opportunity for suitable HR Business Partners to deliver a wide range of consultative and HR support services to business leaders and employees, working for a global-leading manufacturing company based in Chelmsford. As a member of the leadership team, you will be responsible for partnering with the Senior Leaders and their Leadership Teams, providing advice, and delivering value-add interventions in all areas of People. What You'll Be Doing:Reporting to the Senior HR Business Partner and work closely with Senior HR Leadership teams, you will be a "hands-on" mentor, focusing on the strategic and operation aspects of HR. A key part of the role will be delivery of HR related projects, such as organisational restructures and associated Change Management activities, initiatives and transitions. Duties will include: * Identify opportunities for change and being able to successfully influence Leadership teams to enable and empower change. * As part of this role, you will be a mentor for other in the HR team and be responsible for day-to-day activities within this structure and driving a culture of continuous development and training. * You will be a member of the Leadership team and will be responsible for partnering with the Senior Leaders and their Leadership Teams, providing advice and delivering value-add interventions in all areas of People. * Taking the lead in designing and delivering a people agenda/strategy that is fit for purpose in order to achieve the Business Plan and Company objectives. Driving and ensuring that culture and behaviours are continually reinforced and developed, to ensure line managers are fully equipped and up skilled to meet the HR aspects of their role. We're Looking For: * As a trusted advisor, an HRBP must have experience of working to a consultative approach to discuss and advise management about all aspects of employee related matters. * You have proven experience, influence skills to drive leadership decisions through using analytical guided advice. * An expert in delivering communications with all levels of employees and management. * Previous experience of delivery HR projects, with an ability to resolve and manage multi-faceted projects. * A high level of business acumen. Taking time to evaluate business performance and adjusting advice and guidance based on evolving goals. * A proactive, self-starter * CIPD qualified 48575MRINDHRR
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Portfolio are proud to be representing our client, a market leading professional services consultancy in their search for a Consultant to conduct HR meetings on behalf of their clients. You will have experience in conducting various meetings such as investigations, disciplinaries, decision making and issuing outcomes including warnings and dismissals. You will need a HR / CIPD Degree or strong experience in people management. Your role will be to support thousands of business owners ensuring compliance and legality, and a fair outcome for both employer and employee. Job PurposeTo deliver an expert HR service virtually via platforms such as Microsoft Teams in order to support our clients in dealing with formal meetings with their employees - conducting and advising on consultancy, capability, disciplinary, grievance and appeal issues as well as investigations and settlement negotiations.Job OverviewWe are looking for personable and confident HR professionals/employment lawyers with good technical skills who can respond to often short-notice assignments and produce thoughtful, legally compliant and well-written reports. The ability to act impartially, identify and quantify risk for our clients and communicate this to them effectively is crucial.Day-to-Day Responsibilities * Attend meetings with clients and their employees as arranged and diarised by an office-based paralegal and either conduct these or support the client to do so, as required. * To undertake mediation, conciliation and other employment relations services as may be requested by clients from time to time. * To provide clients with advice and guidance on their legal position with individual employees or groups of employees, with due regard to your duty of impartiality. * To provide prompt, high quality reports of outcomes within specified time frames and adhere to administrative procedures concerning file management. * Regularly achieve or exceed the hearing targets set by the Face2Face Management team. * Work towards the team objective of obtaining repeat business. What you Bring to the Team * Educated to degree level in HR, law or related business discipline or with substantial professional experience * Background in HR management, consultancy or in employment law * Highly professional presentation, service focussed and personable; quickly able to form good working relationships with people who may be stressed, angry or upset. * A 'can do' approach to challenging situations and problem solving BENEFITS * 25 days' holiday, plus bank holidays * Day off on your birthday * Cash plan for you (and your children, if any) * Holidays increase after 2- and 5-years' service. * Contractual sick pay * Private medical insurance after 5 years' service * Pension Plan and Life Insurance * Pension plan contributions increase after 5- and 7-years' service * Holiday season bonus after 3 years' service * Profit Share Scheme * Season Ticket loan scheme * Cycle to work scheme AND Free on-site Gym * Access to Employee Assistance Programme * Free breakfast every Monday and social sessions on the last Friday of the month with * free food and drink - we call this Fab Friday'! * Company incentives, access to discount schemes INDMANJ
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Customer service Team Leader Greater Manchester
Permanent £26,000 - £28,000 Per Annum
Ref: 48584LF Group
Portfolio are proud to represent our client in their search for a Client Experience Team Leader. This is a once in a career opportunity for an exceptional Team Leader to join a truly Sales and Service Led business, the industry leading EAP and OH provider & Sunday Times 'Best Places to Work' organisation. With an unrivalled track record of incredibly strong year on year growth of its subscription model business, our client supports over 80,000 organisations and 13 million lives across the UK & Ireland. Part of a global Group, with 14 companies and a group turnover in excess of £400m, there is substantial financial backing for further expansion, acquisition and international development. This represents an unparalleled career advancement opportunity for the exceptional individual. We are looking for a leader who has managed a team within a call centre or customer service environment, dealing with a variety of customer queries, complaints, onboarding amongst others, as well as people management. If your main focus is client experience and making sure the customer is happy, whilst maintaining a positive work environment for your team, please apply today and we'll be in touch! The RoleThis is a hands-on, high-profile role with a real focus on delivering exceptional outcomes. You will manage and oversee the day to day running of the Client Experience team providing support and training in all service issues in line with company SLAs as a minimum requirement, ensuring client expectations are managed confidently and exceeded whenever possible. You will maintain the highest level of professionalism, whilst focusing on quick and efficient solutions. As a Client Experience Lead communication is key to delivering a world class service both internally and externally.You will be a key advocate of everything Client Experience, always looking for new ways to improve our service as well as ensuring day to day operational responsibilities are achieved through regular 1-2-1's, the delivery of all team KPI's and performance in line with our company policy. Day To Day Responsibilities * To ensure that all client service issues whether verbal or written are dealt with in line with our core values, ensuring all our clients are Health Assured advocates. * Ensure all service issues are logged and resolved within both client and departmental SLAs with a clear focus on retention, resolution and to act as a point of escalation. * To manage attendance / holiday requests / return to work meetings along with day-to-day management of the CE team. * Provide coaching, training, 121's, reviews, and appraisals with the team. * To understand all our client databases and systems to support process improvements, growth, training, and development across the team and business. * Maintaining a structured day to ensure activity KPIs are met, including monitoring, and coordinating all Client Services mailboxes and tasks. * To undertake team quality assessments, reward and recognise, celebrating success and managing under performance. * Ensure specialist roles within the team are supported and meet required targets. * Preparation of internal reports in a timely and…
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Job PurposeAn exciting opportunity has arisen to join a growing business in a newly formed Compliance Officer role. This business provides technical online resourcing content to the HR and Professional industry. You would be onsite five days a week in vibrant office in the City of London. This is a permanent role that offers £45K + benefits. If you are highly motivated, skilled, driven individual, good communication and collaborative capabilities with previous experience working in a regulated environment this is certainly the role for you. You will manage a range of compliance issues and will be responsible for assessing risks, identifying patterns and trends, whilst performing overall compliance management, in the form of internal auditing and the implementation of measures. Understanding of the FCA's regulatory framework would be useful! Job DutiesYou will analyse the full sales process to ensure sales procedures are compliant within company protocols and values as well as regulatory authorities including the Financial Conduct Authority ("FCA") and HMRC. Assessment of Business Development Managers for quality and compliance standards and oversee quality assessment process for the sales and service calls. * You will be responsible for the overall design, implementation, and ongoing enhancement of compliance procedures, whilst ensuring its alignment with business objectives. You will be responsible for the implementation and monitoring of compliance controls including carrying out regular spot checks of websites, emails, letters, documents, and processes and conduct compliance investigations as and when required and advise on themes and trends. * You will carry out internal auditing of processes and procedures from a compliance perspective, particularly those procedures relating to the sales process, and develop an effective education and engagement program through ongoing communication and training to senior management. If you have exceptional organisation skills with high attention to detail and have previously worked in a regulated environment, please feel free to reach out to sinead.killalea@theportfoliogroup.co.uk 48581SKINDLON
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Complaints Analyst Based in Manchester City 5 days a week in office About the Company Our client is an insurance firm that offer a range of insurance products, including Employers and Public Liability and Tax Investigation Fee Protection. The RoleWe are seeking a detail-oriented and customer-focused Complaints Analyst. As part of the Compliance Department, you will play a pivotal role in ensuring the business provides exceptional service by resolving escalated and complex customer complaints efficiently, in line with FCA regulations. Key Responsibilities: * Log, acknowledge, and manage customer complaints promptly and accurately. * Investigate complaints thoroughly, ensuring all relevant information is collected. * Draft high-quality letters and provide clear, well-reasoned outcomes. * Collaborate with internal teams and external partners to resolve issues. * Monitor the customer journey to ensure positive outcomes. * Support the Compliance Team with monitoring activities. What We're Looking For: * Experience in financial services and complaints handling. * Strong analytical and investigative skills. * Attention to detail. * Excellent written and verbal communication skills. * Ability to prioritise tasks and work under pressure to meet deadlines. * Motivated, organised, and flexible in approach. 48583CHINDMANJ
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Portfolio are proud to be exclusively representing our award-wining, multinational HR & Employment Law services client in their search for a Senior Receptionist. We are looking for an administrator with excellent attention to detail and organisational skills, to provide support the department. You will be the first point of contact for clients calling in and managing the email inboxes, actioning requests, dealing with queries both internally and externally amongst other duties. This role is integral to the smooth running of the department, and is very fast paced. If you are looking for a new challenge, please apply today and we'll be in touch!Job PurposeTo deliver world class service to exceed our members expectations, by ensuring our members needs are assessed quickly and efficiently in accordance with our protocols to help the team to provide support to our ever-growing membership base across Great Britain. Job OverviewThe role requires you to excel in enthusiasm as part of our Client Experience Team. It is a vital role, and you will become the first point of contact for incoming telephone calls and emails. Day-to-Day Responsibilities· Answer incoming calls with minimum waiting time in a professional manner· To evaluate each request made over the phone and allocate them accordingly.· To ensure the highest level of customer service is adhered to.· To ensure member confidentiality is maintained.· To establish and maintain efficient working relationships with colleagues and members.· Stacking calls from members where appropriate ensuring all calls are answered.· Ensuring cover has arrived before leaving the switchboard so the phones are manned at all times· Ensuring all emails to the Client Experience email address are dealt with in a timely manner and forwarded onto the appropriate department/person and logged in accordance with protocols· Logging service issues· Logging retention opportunities· Overflow of advice calls logged on to Advice system· Stamping, sorting, logging, and allocating incoming post for the department· Scanning· Ensuring flowers and hampers are ordered within protocols.· Update additional callers lists within protocols· Expired member letters posted within SLA· BLE hard copy letters posted within SLA· Ad hoc project work· Managing inboxes - H&S, SI's, CX, RR, supporting Drift(web Chat), Sending Interflora BENEFITS· 25 days' holiday, plus bank holidays· Day off on your birthday· Cash plan for you (and your children, if any)· Holidays increase after 2- and 5-years' service.· Contractual sick pay· Private medical insurance after 5 years' service· Pension Plan and Life Insurance· Pension plan contributions increase after 5- and 7-years' service· Holiday season bonus after 3 years' service· Profit Share Scheme· Season Ticket loan scheme· Cycle to work scheme and Free on-site Gym· Access to Employee Assistance Programme· Free breakfast every Monday and social sessions on the last Friday of the month with· free food and drink - we call this Fab Friday'!· Company incentives, access to discount schemes INDMANJ
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Client Experience Team Leader Greater Manchester
Permanent £26,000 - £28,000 Per Annum
Ref: 48584LF Group
Portfolio are proud to represent our client in their search for a Client Experience Team Leader. This is a once in a career opportunity for an exceptional Team Leader to join a truly Sales and Service Led business, the industry leading EAP and OH provider & Sunday Times 'Best Places to Work' organisation. We are looking for a leader who has managed a team within a call centre or customer service environment, dealing with a variety of customer queries, complaints, onboarding amongst others, as well as people management. Someone who has the admin management experience of a team, supporting and driving team performance, supportive nature but data focused for results and a clear passion for delivering customer service at an exceptional standard. There is lots of autonomy within the role - you will want to own the role, the team, and drive new ideas to support the client journey and not rely on the current processes! If your main focus is client experience and making sure the customer is happy, whilst maintaining a positive work environment for your team, please apply today and we'll be in touch! The RoleThis is a hands-on, high-profile role with a real focus on delivering exceptional outcomes. You will manage and oversee the day to day running of the Client Experience team providing support and training in all service issues in line with company SLAs as a minimum requirement, ensuring client expectations are managed confidently and exceeded whenever possible. You will maintain the highest level of professionalism, whilst focusing on quick and efficient solutions. As a Client Experience Lead communication is key to delivering a world class service both internally and externally.You will be a key advocate of everything Client Experience, always looking for new ways to improve our service as well as ensuring day to day operational responsibilities are achieved through regular 1-2-1's, the delivery of all team KPI's and performance in line with our company policy. Day To Day Responsibilities * To ensure that all client service issues whether verbal or written are dealt with in line with our core values, ensuring all our clients are Health Assured advocates. * Ensure all service issues are logged and resolved within both client and departmental SLAs with a clear focus on retention, resolution and to act as a point of escalation. * To manage attendance / holiday requests / return to work meetings along with day-to-day management of the CE team. * Provide coaching, training, 121's, reviews, and appraisals with the team. * To understand all our client databases and systems to support process improvements, growth, training, and development across the team and business. * Maintaining a structured day to ensure activity KPIs are met, including monitoring, and coordinating all Client Services mailboxes and tasks. * To undertake team quality assessments, reward and recognise, celebrating success and managing under performance. * Ensure specialist roles within the team are supported and meet required targets. * Preparation of internal reports in a timely and accurate manner. *…
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Portfolio are proud to represent our client in their search for Client Liaison Officer within the Litigation team. Our Client is a market leading HR and Employment law consultancy, who represent business owners throughout Employment Tribunals. We are looking for a strong administrator with excellent customer service to act as the main point of contact for clients, consultants and representatives of the Workplace Relations Commission. This is a very fast paced role so attention to detail and strong organisation are a must! This role is integral to the smooth running of the department, so if you are looking for a new challenge, please apply today and we'll be in touch!Job OverviewSupporting our clients when they receive Workplace Relations Commission claims. To take full ownership for the administration and onboarding of all clients for Peninsula Ireland, ensuring the effective coordination and communication of the Litigation Department. The role will require the successful candidate to deliver exceptional service to exceed our clients' expectations, providing ongoing contact and support to clients throughout the Workplace Relations Commission (WRC) and or Labour Court process via our Tribunal Navigator, demonstrating the value we add to our client's business from a retention and growth perspective.This is an office-based role, working from our Dublin office.Day-to-Day Responsibilities (this is a non-exhaustive list - ad hoc duties may arise)* On-boarding Litigation clients, and issuing all welcome documentation* To take ownership of the administration pertaining to ongoing and closed cases, such as;o Create new case logs and associated litigation taskso Make early and prompt contact with clients to notify the client of conduct of the case, to advise as to next steps and take initial instructions from clientso Make the relevant arrangements for clients and the Litigation Consultants* Ensure the Litigation department is always supported by effectively handling communications withclients of Peninsula, the Litigation team, the Workplace Relations Commission / the Labour Court, and other official organisations, when necessary, within appropriate timeframes* Act as the first and main point of contact for all WRC / Labour Court cases within the department to ensure efficient and effective communication with clients at every stage to maintain excellent customer satisfaction* Manage and coordinate diaries for the Litigation team* Maintain regular contact with Litigation team, to ensure all messages and other important information is passed on & responded to within appropriate timescales* Support, if required, with the preparation of WRC & Labour Court booklets for hearing * Ensure that weekly administration and reports are accurately completed and submitted as required* Manage and maintain the live, open & closed cases register* Coordinate and minute departmental meetings as necessary* Support / take ownership of project work as the need arises* Liaise with the Finance team in relation to client contracts and Peninsula Protect queries* Management of Tribunal Navigator engagement and reporting, to include:o Bi-weekly contact with clients with new, ongoing or longstanding employment WRC claims / Labour Court appeals to qualify the service being delivered, and to assess what additional support, if any, is required and to…