Employee Support Team Leader

At Caroola, we are a leading group of brands specializing in umbrella payroll, CIS, accountancy, and tax services.

Among our distinguished brands, Parasol stands out as a premier provider within the industry, offering first-class service to the Agile Workforce, including freelancers and contractors.

With 20 years of experience as a leading umbrella payroll provider, Parasol has built a award winning reputation in the market. We successfully partnered with recruitment agencies across the globe, ensuring reliable and efficient payroll solutions for the dynamic workforce.

We are currently looking to recruit a motivated and people driven team leader to support our employee support teams.

Reporting to the Head of Contact Support, you will be responsible for managing a diverse team of Employee Support Advisors in providing support and guidance to our umbrella employee base. Ensuring that team members have the necessary tools, resources and knowledge to meet defined targets.

Role and Responsibilities

• Manage the performance of the Employee Support Team to ensure all targets are achieved
• Maintain and improve standards within the team by developing skills, knowledge and performance
• Manage and develop Senior Advisors to be self-managing and accountable to manage routine operations within Employee Support
• Deliver high quality coaching and performance management to staff.
• Support the career development plans and training needs of team members and yourself to ensure that talent is identified, and succession plans are in place.
• Manage complaints effectively and efficiently within agreed timescales.
• Manage and implement change brought about by stakeholder feedback, requirements, and legislative change.
• Manage discipline, welfare, and attendance management processes to ensure consistency and transparency.
• Produce reports and documents accurately and within timescales.
• Maintain a strict level of employee confidentiality.
• Maintain a high level of personal drive and the highest standard of accountability and professionalism at all times.

Skills and Experience Required

• Strong problem-solving skills.
• Proven ability to build and maintain strong stakeholder relationships;
• Experience of working in a time sensitive, fast-paced environment.
• Experience in managing teams who liaise with customers/clients who demonstrated a high-level of customer service skills.
• Computer literate - MS Office/CRM software/telephony system.
• Task orientated with the ability to multitask and prioritise effectively.
• Articulate with a high-level of attention to detail.

Preferred

• Knowledge of Salesforce
• Knowledge of Umbrella industry

Benefits Packages Includes :

• Excellent Holiday Leave package with the option to purchase Additional leave
• Hybrid Working Approach
• Cycle to work scheme
• Discounted or free food
• Employee discount Scheme's
• Free parking
• Gym membership
• Health & wellbeing programme - 24/7 Access to counselling support programmes
• Life insurance
• Paid volunteer time
• Private medical insurance - Bupa
• Referral programme
• Sick pay