Job Description

The JMK Group are one of the longest running umbrella companies in the UK, aiming to provide a real benefit to their clients and customers through a wide range of fully compliant, payroll accountancy and finance solutions.

Customer Support Assistant Job description

Customer Support Assistant Job Purpose:

Working under the direction of the Compliance Director & Operations Manager the Customer Support Assistants goal is to support and assist the ongoing daily management of customer's lifecycle with JMK. Working closely with the Compliance officer to assist the customer support team in providing the highest levels of service to both clients and customers.

The Customer Support Assistant is a vital role from both an internal and external perspective. Tasked with ensuring the smooth running of support functions "behind the scenes" of the Customer Support Team in addition to assisting with contractor payroll queries and leavers calls.

The customer support assistant is also tasked with assisting when liaising with homeowners and workers in respect of ongoing insurance claims.

Customer Support Assistant Job Duties:

Under the direction of the Compliance Director/Operations Manager and in conjunction with the compliance officer the customer support assistant is responsible for:

Send ID & Address documents request email to new customers/contractors

Completion of new customer/contractor Right to work (RTW) checks in a timely and efficient manner - In line with Government rules and business practices

Agency confirmation emails - Sent to clients to confirm new registrations

Generate tax code emails to customers/contractors

Issue tax codes notices to the customer service team

Identity Document chases (by phone and email), ID uploads, ID checking

Issue reference letters, Letters of employment, Statement of earnings, Accountancy, CIS, Jury service, DWP, CSA, Fraud Investigation, Job Seekers etc

Generates and issues leavers reports

Assists with inbound telephone queries

Assists with inbound queries emails

Assists the Operations Manager in the completion of team reports/statistics

Assists the Compliance Director/Officer in the completion of new clients/agency onboarding

Assists the Compliance Director/Officer in the completion of new customer/contractor onboarding

Assists the Compliance Director/Officer in the completion of AWR requests

Assist the Compliance Director/Officer in the gathering of information for compliance Audits/Checks

Assists the Compliance Director/Officer with QMS reporting & record management

Maintains the Refer a friend list (List of customer referrals that are sent to payroll)

Assists the customer support team with: Inbound telephone support, answering inbound queries and questions from contractors in relation to their payment/expenses claims. Directing queries to the appropriate person/department where these cannot be answered.

Leaver calls - Working with the customer support team to contact workers who appear on leaver reports to clarify their current work status

Tax code calls - Contacting Employees whose tax codes have been updated by HMRC to advise

Ensure a friendly happy place of work for each other & a friendly happy can-do approach for our clients and customers

Job Type: Full-time

Pay: 20,000.00-24,000.00 per year

Work Location: In person

Reference ID: Customer Support Assistant