Assistant HR/Payroll Consultant

IT Customer Support Apprentice – Level 3

 

Job Description – Assistant HR/Payroll Consultant

Phase 3 are seeking HR/Payroll professionals with a desire to progress into the world of People Technology.

Purpose of the Role

To support the consultancy and services delivery at Phase 3 by supporting projects and initiatives lead by the consultancy team, ensuring effective and excellent delivery. Assistant Consultants are the first port of call for all client queries and issues and so the role is client focused.

Essential requirements:

o     Knowledge and understanding of Human Resources and Payroll

o     Minimal experience of HRIS configuration or systems administration but an appetite to learn

o     Contextual awareness, particularly of HR and the role of systems and payroll teams, ideally in more than one sector

o     Familiarity with at least one HRIS product

o     Understanding of project life-cycle and methods

o     Communicative fluency, both verbal and in documentation

o     Strong analytical thinking and open-ness to learning

o  Ability and willingness to travel within the UK for up to 50% of working time (and not outside of the Monday to Friday week)

Key Responsibilities

This list is indicative and not exhaustive – our organisation is developing rapidly. The HR Systems Consultancy team will work together to cover the holistic Phase 3 client service, such that each post-holder is unlikely to be required to deliver all in scope:

o    Work alongside consultants following client meetings to explore consultancy requirements and discuss scope

o     Deliver at least 20% of your working week on a chargeable basis where workloads permit

o     Work with colleagues, clients and partners to devise project initiation documentation and project plans and support the consultancy team based on those documented requirements

o     Apply knowledge and training (both formal and on-the-job) to deliver consultancy requirements against the project plan – for a portfolio of clients

o     (Initially) Undertake fully supported training in the one or more HRIS to which Phase 3 is committed to supporting for our clients and partner organisations

o     Provide team expertise in specialist configuration areas, with an expectation to own Testing and systems administration

o     Support the consultancy team by receiving and allocating workloads to the relevant consultant, liaising directly with clients on expected resolution dates

o     Use reporting tools to create, edit and burst/schedule analytics suites to client organisations – understand analytical concepts and business intelligence possibilities

o     Assist clients to plan for, prepare and cleanse data prior to migration between systems

o     Undertake and own appropriate test scripts, carry out internal quality assurance testing and advise on user acceptance testing

o     Deliver end-user training to the client – including writing training content and materials. This may be onsite at client offices, on Phase 3 premises or offered by phone, remote connection, webinar etc.

o     Document all configuration work, complying with change control procedures and requirements for system documentation

o     Manage the Phase 3 compliance for client and partner timesheet and activity    recording – to precise weekly deadline and with absolute accuracy.

o     Participate in client user group meetings and team learning and development events, sharing and acquiring holistic HR systems market knowledge and industry update

o     Participate in social media activity and networking to engage with the client network and nationwide industry developments

o     Any other activity commensurate with the role of Assistant Consultant.

About Phase 3

Our core values of Independence, Talent, Innovation, Credibility, Flexibility & Fun shine through in everything we do.

Our Founding Director says:

“It feels like we are still at the start of our story and I’m still as enthused about Phase 3 today as I was 14 years ago. I hope you enjoy our website at www.phase3consulting.co.uk and look forward to welcoming you to the Phase 3 family soon.”

Job Types: Full-time, Permanent

Salary: £21,000.00 to £29,000.00 /year

 

Job Description – IT Customer Support Apprentice – Level 3

Due to their continued success and growth Phase 3 Consulting have an exciting opportunity for an apprentice to join their dynamic, highly skilled and motivated team.

They are looking for an enthusiastic individual to join their team in a technical/administrative support role. You will be a first point of contact for customers and part of the escalation path from other support members. Primarily handling client technical issues via telephone, email and live chat, working with customers on provision of services, your desire to help and go the extra mile to ensure customer satisfaction is essential.

In this role, you will ensure all customer support requests are resolved to the customers’ satisfaction and within the defined service level agreement, maintaining excellent customer service. You will provide first level contact both through email and telephone communication channels and ensure that unresolved queries are escalated through the correct processes and tracked to resolution.

Your main duties and responsibilities in this role will consist of:

  • Completing first line support requests to the satisfaction of the customer.
  • Liaising with the customer if the request is unclear or provide further consideration.
  • Tracking, routing and redirecting problems to correct resources.
  • Following up with customers, providing feedback and seeing problems through to resolution.
  • Updating customer data and producing activity reports.
  • Ensuring documentation received is processed correctly and visible on the system.

You will be working alongside existing staff and be mentored and trained to carry out the following duties:

  • Provide first line support as our customer service desk technician, raising and allocating problem tickets for Phase 3 clients on any related issue using our online system.
  • Answering service desk calls in an efficient and courteous manner, helping where possible, to resolve simple issues during the call.
  • Consult with technical colleagues to resolve complex problems and issues.
  • Escalating tickets internally to other team members as appropriate.
  • Deal with technical problems accordingly and promptly, fixing issues where possible remotely.
  • Monitoring and tracking progress of calls then calling clients back to ensure that the fault has been resolved and that they are satisfied.
  • Work effectively in a small team, supporting colleagues as required.
  • Support the delivery of managed payroll and HR services.
  • Meeting and greeting clients and guests at reception and at training events and User Groups.
  • Dealing with all aspects of office and business administration as required.

You will need to be able to interact and show excellent communication skills, face to face, by email or by telephone with clients across all areas of the business and with colleagues at all levels within the organisation. The ideal candidate will have an enthusiastic and positive approach, excellent customer service skills and the ability to work in what can be a high-pressure environment.

About Phase 3

Our core values of Independence, Talent, Innovation, Credibility, Flexibility & Fun shine through in everything we do.

Our Founding Director says:

“It feels like we are still at the start of our story and I’m still as enthused about Phase 3 today as I was 14 years ago. I hope you enjoy our website at www.phase3consulting.co.uk and look forward to welcoming you to the Phase 3 family soon.”

Job Types: Full-time

Salary: £10,000/year

Location: Wakefield

To apply for this position, please visit:

https://www.findapprenticeship.service.gov.uk/apprenticeship/-406269

Management Team Consulting Insights Services

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Assad Ahmed

Founding Director
Assad founded Phase 3 in 2004 and guides the company through his continuing strategic and financial leadership… Read more

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James Proctor

Head of Consulting & Services
James leads service delivery for both Phase 3 Consulting and Phase 3 Services. He heads with Kate… Read more

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Simon Davis

Head of Partner Delivery
Simon leads the Phase 3 technical consultancy talent, with current focus on our partnership with Sage People.… Read more

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Wayne Johnson

Business Development Manager – Partnerships
Wayne’s role is for our product partners and for our customers in ensuring optimum standards of service… Read more

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Louise Johnston

Business Development Manager – Consulting
Louise works between customer and consultant as our Consultancy Services Manager for Phase 3 Consulting. She is… Read more

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Mike Westwood

Lead Consultant
Mike is a Lead Consultant delivering with specialism in several of our technical service solutions and he… Read more

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Marilyn Summers

Business Development Manager – Services
Marilyn is the Consultancy Services Manager for Phase 3 Services and leads the payroll and managed services… Read more

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Emma Wragg

Lead Consultant
Emma’s Lead Consultant role keeps the Phase 3 management team concentrating on our customers’ successes. With more… Read more

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