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The Portfolio Group have a phenomenal opportunity on the table!!! We are currently supporting an award-wining and the UK's leading information resource for tax & accounting, HR & compliance professionals. Part of a Global Group that have a multimillion-pound turnover year on year that keeps growing.Exclusively partnered, we're looking for an enthusiastic and dedicated Workforce Planner to join our dynamic team. If you have a keen eye for detail, strong analytical skills, and a knack for strategic planning, we want to hear from you.!!! OverviewTo work as part of the operational support and demand team to ensure teams are correctly resourced including short notice cover, highlighting concerns to Managers, handling client calls (including setting call-backs) and providing accurate reporting on a daily and weekly basis. While everyday day will offer a different challenge your core responsibilities will be to: * Assist with the availability of Advisors using our telecommunication application to review individual codes. * Maintain an abandon rate of below 0.80% and an SLA target of above 99%. * Maintain service metrics by ensuring work is queued and assigned correctly. * Update holidays, overtime, absence, working patterns, lunches etc. * Assist the Leadership team with daily, weekly, monthly, and quarterly reporting. * Ensure annual leave is agreed within the departmental cap. * Take inbound calls to reduce the over-flow and abandon rate for the team. * Listen to the customers' needs and set call-backs within a timeline. * Set the expectation for Super Service by letting the client know timeframes. A solid customer service background with help you thrive in this role, alongside: * Excellent organisational and decision-making skills. * Excellent working knowledge of Microsoft office suite. * Ability to thrive in a fast-paced environment. * Highly customer service oriented with a focus on service delivery. * Positive individual with great communication skills at all levels. * Ability to deal with detail, be methodical, analytical, and accurate. * Being a Team player with a can-do attitude. Benefits * 25 Holidays + Bank Holidays * Day off on your Birthday * PerkBox Discounts * Social Events Throughout Year * Contributory Pension Scheme * Private Health Insurance after 5 years P47037MAINDHIN
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2nd Line Service Desk Analyst Greater Manchester
Permanent £24,000 - £24,500 Per Annum
Ref: 47055LF Group
We are looking for a highly capable service desk analyst to assess and optimize the performance of our end-user software. You will be analysing the performance of IT systems, resolving IT equipment and software issues, and providing IT support to our clients and personnel through phone calls and emails.To ensure success as a hybrid service desk analyst, you should exhibit sound knowledge of IT system analysis and experience in an IT support role. A first-class hybrid service desk analyst will be someone whose IT expertise and customer service results in enhanced end-user support and system performance.Responsibilities: * Operates as a point of escalation for the service desk. * Supports the team with technical advice and customer service skills from any of the Client channels. * Provides the information flow from other departments to support First Line Analysts * Advises the team to upcoming changes to the systems and services. * Uses experience to investigate escalated problems with basic SQL queries. * Gather information from the client, investigating any complex technical issues and escalate second line support. * Take ownership of any complex technical queries and keep regular contact with client ensuring any updates and resolutions are communicated to the client. * Keep CRM (salesforce) up to date ensuring all calls are logged as cases, accurately against the correct account. * Provide one to one training as and when required based on client's needs. * Always ensure Service Level Agreement adherence. * Meet and exceed Key Performance Indicators. * Arrange and sit Microsoft Teams meetings alongside clients with support queries.Requirements: * In-depth and current knowledge of computer programs and hardware along with a basic awareness of SQL. * Proficiency in customer relationship management (CRM) and task management software. * Exceptional analytical and problem-solving skills. * Advanced collaboration, communication, and interpersonal skills. * Excellent organizational and time management skills. What you will get in return * Profit share scheme * Day off on your birthday * Perkbox discounts * Access to Employee Assistance Programme * 25 days' holiday, plus bank holidays. * Pension Plan and Life Insurance. * Company incentives, access to discount schemes. * Holidays increase after 2 and 5 years' service. * Free breakfast every Monday and social sessions on the last Friday of the month with free food and drink - we call this 'Fun Friday'! * Opportunity to expand your knowledge from an experienced, friendly team and progression * Modern working environment in Manchester City CentreINDMANJ
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Legal & Financial Wellbeing Advisor Greater Manchester
Permanent £25,000 - £29,000 Per Annum
Ref: P46898CHR1 Group
The company My client is a leading well-being advisor and specialist. They take pride in offering the most comprehensive employee assistance programme available in today's market, dedicated to enhancing the wellbeing of employees. They provide clinical expertise and 24/7 support services to 13 million employees and their families across the UK and Ireland. The Role:As a Legal and Financial Advisor, you will be responsible for providing comprehensive and legally compliant advice to clients across various mediums, including telephone and email. Your role will involve addressing inquiries spanning a wide range of legal and financial matters while ensuring the emotional support needs of clients are met. Day to Day Responsibilities: * Provide timely legal and financial information to clients adhering to set SLAs and KPIs * Manage incoming calls efficiently, either resolving cases independently or distributing them among team members * Conduct research and engage in self-learning to enhance expertise in relevant areas * Handle diverse client issues with empathy, especially those in distress * Demonstrate a general understanding of legal and financial domains including but not limited to Family Law, Commercial Law, Criminal Law, and Consumer Law * Uphold a standard of excellent customer service in all interactions What You Bring to the Team: * Proficiency in various legal and financial matters * Capacity to prioritize tasks and work independently or collaboratively within a team * Strong verbal and written communication skills * Dedication to providing exceptional customer service and assisting individuals * Open-minded, enthusiastic, and non-judgmental approach * Comfortability with telephony and IT systems Shift Patterns: Week One - Monday: 9am - 5pmTuesday: 9am - 5pmWednesday: 1pm - 9pmThursday: 11am - 7pmFriday: 9am - 5pm Week Two - Monday: 9am - 5pmTuesday: 9am - 5pmWednesday: 1pm - 9pmThursday: 12pm - 8pmFriday: 9am - 5pm P46898CHR1INDMANJ
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Business Sales Team Leader Greater Manchester
Permanent £26,000 - £28,000 Per Annum
Ref: 47060KO Group
Job Title: Business Sales Team LeaderSalary: £26,000-£28,000 (1st Year OTE 50k) Top earners 80k Job Location: Manchester City centrePosted: 26th March 2024Salary and Earning Potential:As a Business Sales Team Leader, you'll start with a competitive base salary of £26,000-£28,000, reflecting your skills and experience. But that's just the beginning! We believe in recognising and rewarding hard work. With our uncapped commission structure and realistic 1st year earnings of £50,000…But don't let us stop you from striving further. As our Top performers are earning £80,000!!About us: We are a forward-thinking company dedicated to empowering businesses of all sizes to thrive. Our innovative solutions and stellar customer service have propelled us to the forefront of the industry. Join our team, and you'll be part of a company that values innovation, teamwork, and excellence. Key Responsibilities: * Coaching and managing a high-performing telesales team to create sales opportunities with business owners/Directors to promote Peninsula's services. * Achieve monthly & quarterly sales targets. * Accurately build, manage and maintain team pipeline. * Thrive on working in a fast-paced, target focussed high energy and high-reward culture. * To provide daily, weekly, monthly, and quarterly sales figures and MI What We're Looking For: * A proven track record in a Team Leader role, with at least 3 years of sales experience within a call centre or sales-driven environment. * Confidence in an outbound B2B sales role * An assertive, confidence personality with natural leadership qualities * A professional and intelligent approach to work * Resilience and the ability to always encourage and motivate others.On top of your basic salary and bonuses, you'll also receive: * Monthly weekend away prize. * Team & Department incentives. * Enhanced holidays of 25 days increasing to 27 after 2 years' service and 28 after 5 years' service. * Private health care coverage after 5 years of service. * New business referral scheme. * Access to Health Shield. * Access to the Employee Assistance Program including access to counselling. * Paid day off for your birthday * Pension scheme contribution increasing to 5% after 5 years' service and again to 7% after 7 years' service. * Bright Exchange Perks, great discounts and offers. * Group life insurance. * Travel Season Ticket loan scheme. * Milestone service recognition. * Discounted products - Manchester City centre parking (AO Arena) / First Bus Travel Club Membership / Microsoft Home User programme / Anglian Home Improvements * Pace health Club (situated in the Park Inn) discounted gym membership and spa treatments. * Park Inn 20% off food and drink. * New Century food and drink discount * Revolucion De Cuba food and drink discount * Cycle 2 Work scheme after the probationary period * Sales conferences in Monaco, Miami & Dubai, are just some of our fantastic previous locations * State of the art free on site Gym coming soon!Now in our 40th year Peninsula has over 3,500 employees supporting over 120,000 SMEs over 3 Continents. The Manchester head office is our Global headquarters. The…
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The Portfolio Group have a phenomenal opportunity on the table!!! We are currently supporting an award-wining and the UK's leading information resource for tax & accounting, HR & compliance professionals. Part of a Global Group that have a multimillion-pound turnover year on year that keeps growing.Exclusively partnered, we're looking for an enthusiastic and dedicated Workforce Planner to join our dynamic team. If you have a keen eye for detail, strong analytical skills, and a knack for strategic planning, we want to hear from you.!!! OverviewTo work as part of the operational support and demand team to ensure teams are correctly resourced including short notice cover, highlighting concerns to Managers, handling client calls (including setting call-backs) and providing accurate reporting on a daily and weekly basis. While everyday day will offer a different challenge your core responsibilities will be to: * Assist with the availability of Advisors using our telecommunication application to review individual codes. * Maintain an abandon rate of below 0.80% and an SLA target of above 99%. * Maintain service metrics by ensuring work is queued and assigned correctly. * Update holidays, overtime, absence, working patterns, lunches etc. * Assist the Leadership team with daily, weekly, monthly, and quarterly reporting. * Ensure annual leave is agreed within the departmental cap. * Take inbound calls to reduce the over-flow and abandon rate for the team. * Listen to the customers' needs and set call-backs within a timeline. * Set the expectation for Super Service by letting the client know timeframes. A solid customer service background with help you thrive in this role, alongside: * Excellent organisational and decision-making skills. * Excellent working knowledge of Microsoft office suite. * Ability to thrive in a fast-paced environment. * Highly customer service oriented with a focus on service delivery. * Positive individual with great communication skills at all levels. * Ability to deal with detail, be methodical, analytical, and accurate. * Being a Team player with a can-do attitude. Benefits * 25 Holidays + Bank Holidays * Day off on your Birthday * PerkBox Discounts * Social Events Throughout Year * Contributory Pension Scheme * Private Health Insurance after 5 years P47037MAR1INDHIN
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Contact Centre Manager Greater Manchester
Permanent £32,000 - £37,000 Per Annum
Ref: P129997LS1R9 Group
Shift: Mon - Fri 9-5pm 4 days, one day 11.30am-7.30pmPortfolio are proud to be exclusively representing our client who are a trusted health and wellbeing network who have been making a positive difference in over 15 million lives, in their search to add a Telephone Counsellor to their team. Our client offers the most comprehensive employee assistance programme on the market, giving 24/7 caring and compassionate support services to employers from organisations of all sizes, across the private, public, and non-profit sector, to business partners, individual users, employees, and their family members.This is an exciting opportunity to support and coach a small team of 8 - 12 frontline counsellors, daily within a fast-paced environment. The role requires high levels of professional standards whilst working in a telephone environment, adhering to KPIs and SLAs. The Counselling Manager will focus on moving the team forward in always delivering a high-quality service. Job OverviewTo work alongside the EAP management team in coaching their teams to provide in the moment therapeutic support, championing in house interventions, whilst providing assistance and information on a wide range of counselling subjects. To monitor and manage daily goals, service level agreements and quality scoring, ensuring that all are working consistently and in line with organisational expectations. Day To Day Responsibilities as a Counselling Manager: * Overall responsibility for the day to day running of the EAP department and responsibility for daily efficiencies of team * To provide daily, weekly, monthly reports to the Head of Operations and Head of Counselling as required * Monitor, mentor and ensure counsellors are working in line with clinical governance and the daily goals set out within internal policies * Implement and maintain new daily goals based on data from workforce planning and ensure all team members are managed appropriately in line with performance management protocols * Take responsibility by ensuring all calls are being handled effectively and efficiently with no unnecessary delays * Ensure that call quality assessments are delivered on a daily and weekly basis using the quality scoring matrix and providing in the moment coaching and feedback * To identify areas of learning and amongst the team and ensure relevant training is provided * To support the counselling team on a day-to-day basis with risk and safeguarding debriefs as an when required and ensure team members are always following the Risk Guidance policy * To assist the investigation and outcome of complaints and liaise with clients and service managers regarding service issues * Ensure that call quality assessments are delivered on a daily and weekly basis using the quality scoring matrix and providing in the moment coaching and feedback * Increase the amount of availability for inbound calls amongst your team through active interventions and ensure team members are striving for maximum talk time and to achieve the organisational objective of flow out referrals at less than 5% * To support with recruitment and attend interviews when required * To hold fortnightly one-to-one meetings with individual team members * To…
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Counselling Manager Greater Manchester
Permanent £32,000 - £37,000 Per Annum
Ref: P129997LS1R10 Group
Shift: Mon - Fri 9-5pm 4 days, one day 11.30am-7.30pmPortfolio are proud to be exclusively representing our client who are a trusted health and wellbeing network who have been making a positive difference in over 15 million lives, in their search to add a Telephone Counsellor to their team. Our client offers the most comprehensive employee assistance programme on the market, giving 24/7 caring and compassionate support services to employers from organisations of all sizes, across the private, public, and non-profit sector, to business partners, individual users, employees, and their family members.This is an exciting opportunity to support and coach a small team of 8 - 12 frontline counsellors, daily within a fast-paced environment. The role requires high levels of professional standards whilst working in a telephone environment, adhering to KPIs and SLAs. The Counselling Manager will focus on moving the team forward in always delivering a high-quality service. Job OverviewTo work alongside the EAP management team in coaching their teams to provide in the moment therapeutic support, championing in house interventions, whilst providing assistance and information on a wide range of counselling subjects. To monitor and manage daily goals, service level agreements and quality scoring, ensuring that all are working consistently and in line with organisational expectations. Day To Day Responsibilities as a Counselling Manager: * Overall responsibility for the day to day running of the EAP department and responsibility for daily efficiencies of team * To provide daily, weekly, monthly reports to the Head of Operations and Head of Counselling as required * Monitor, mentor and ensure counsellors are working in line with clinical governance and the daily goals set out within internal policies * Implement and maintain new daily goals based on data from workforce planning and ensure all team members are managed appropriately in line with performance management protocols * Take responsibility by ensuring all calls are being handled effectively and efficiently with no unnecessary delays * Ensure that call quality assessments are delivered on a daily and weekly basis using the quality scoring matrix and providing in the moment coaching and feedback * To identify areas of learning and amongst the team and ensure relevant training is provided * To support the counselling team on a day-to-day basis with risk and safeguarding debriefs as an when required and ensure team members are always following the Risk Guidance policy * To assist the investigation and outcome of complaints and liaise with clients and service managers regarding service issues * Ensure that call quality assessments are delivered on a daily and weekly basis using the quality scoring matrix and providing in the moment coaching and feedback * Increase the amount of availability for inbound calls amongst your team through active interventions and ensure team members are striving for maximum talk time and to achieve the organisational objective of flow out referrals at less than 5% * To support with recruitment and attend interviews when required * To hold fortnightly one-to-one meetings with individual team members * To…
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The company My client is a leading well-being advisor and specialist. They take pride in offering the most comprehensive employee assistance programme available in today's market, dedicated to enhancing the wellbeing of employees. They provide clinical expertise and 24/7 support services to 13 million employees and their families across the UK and Ireland. The Role:As a Legal Advisor, you will be responsible for providing comprehensive and legally compliant advice to clients across various mediums, including telephone and email. Your role will involve addressing inquiries spanning a wide range of legal and financial matters while ensuring the emotional support needs of clients are met. Day to Day Responsibilities: * Provide timely legal and financial information to clients adhering to set SLAs and KPIs * Manage incoming calls efficiently, either resolving cases independently or distributing them among team members * Conduct research and engage in self-learning to enhance expertise in relevant areas * Handle diverse client issues with empathy, especially those in distress * Demonstrate a general understanding of legal and financial domains including but not limited to Family Law, Commercial Law, Criminal Law, and Consumer Law * Uphold a standard of excellent customer service in all interactions What You Bring to the Team: * Proficiency in various legal and financial matters * Capacity to prioritize tasks and work independently or collaboratively within a team * Strong verbal and written communication skills * Dedication to providing exceptional customer service and assisting individuals * Open-minded, enthusiastic, and non-judgmental approach * Comfortability with telephony and IT systems Shift Patterns: Week One - Monday: 9am - 5pmTuesday: 9am - 5pmWednesday: 1pm - 9pmThursday: 11am - 7pmFriday: 9am - 5pm Week Two - Monday: 9am - 5pmTuesday: 9am - 5pmWednesday: 1pm - 9pmThursday: 12pm - 8pmFriday: 9am - 5pm P46898CHR2INDMANJ
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Portfolio are proud to be exclusively representing an award-wining, Software provider based in the heart of Manchester, providing people solutions to over 100,000 business across the UK, Ireland, Canada, New Zealand, and Australia.Since their launch in 2015 they have branched out to more areas of HR and now provide services like employment law advice, expert health & safety support, a confidential employee wellbeing service and much more! They have over 200 people employed, and you will find them primarily in the office which boasts some of the best views you'll get of the city. They strongly believe that magic happens when talented people get together in a room, and their 4/1 hybrid approach has nurtured a tight-knit community. One where face-to-face interaction isn't a necessity, but a preference that drives collaborative spirit and creative solutions. What are they looking for?They're looking for someone to plan, design and carry out comprehensive research activities that help their teams deliver the right features and services to their customers. You'll collect and analyse data from many sources (both qualitative and quantitative) to make recommendations and improve the customer experience of their web and mobile apps. You'll be competent in collating, analysing, and presenting research findings in an engaging way, and produce actionable insights that shape the future of their digital customer experience. Skills and Experience: * 3+ years of experience in conducting user research for digital products. * Strong user research skills, proficient in both quantitative and qualitative methodologies. * Confident with web analytics tools (e.g. GA, PowerBI, Pendo, Hotjar). * Experience producing and analysing user journeys and flows to illustrate how customers interact with our products. * Experience with remote research and surveying platforms (e.g. Maze, SurveyMonkey). * Skilled in planning and managing participant recruitment, recommending appropriate tooling, maintaining research repositories etc. * Familiarity with design and collaboration tools (e.g. Figma, Figjam, Miro, Jira, Confluence). * Knowledge of A/B testing concepts and an openness to collaborate with CRO specialists. * Ability to coach and guide others in conducting effective user research and applying best practices. * Comfortable planning and facilitating engaging research workshops. * Ability to independently plan and design research strategies, translating research findings into actionable insights. Benefits: * 25 days holiday, increasing with length of service, plus a day off for your birthday. * £500 annual budget for every team member for training materials and supplies. * 2 conference days per year to attend relevant events to further your own development. * Enhanced sick pay and an Employee Assistance Program (EAP) scheme. * Health Shield scheme for additional health coverage. * Cycle to Work scheme. * Season ticket loan. * Profit Share scheme reflecting the company's success. * Free breakfast every Monday and office fruit to promote a healthy lifestyle. * Various retail discounts and perks. * Flexi-time options for better work-life balance. * Access to an on-site gym (coming soon).INDMANS
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Senior Recruitment Consultant - The Portfolio Group The Portfolio Group is a specialist recruitment agency sourcing talented professionals across our four specialist Divisions for Payroll, Credit Control, Procurement, and HR & Reward while also partnering with businesses to offer a full RPO solution.Established in 1988, we now have over 30 years' experience in the industry and a reputable track record recruiting at all levels of the market, across the whole of the UK and into a multitude of industry sectors. With offices based in London and Manchester, we have proven success in permanent, temporary and contract recruitment and we pride ourselves on having a fast, efficient and consultative service with an enviable client base.We value our client relationships, operate with an honest and ethical attitude and love what we do! We're rated #1 Recruitment Agency on Trustpilot based on 1,300+ reviews. (April 2022) The Portfolio Group are perfectly placed to assist you in recruiting for any of our core divisions: Payroll, Credit Control, HR & Reward and Procurement plus we can assist with other business operations appointments including but not limited to the following functions: * Credit Control & Finance * Governance, Risk Management & Compliance * Health & Safety * HR and Compensation, Benefits & Reward * IT - Development, Projects & Services * Legal Services * Payroll & Tax * Procurement & Supply Chain * Sales and Marketing, PR & Communications.The Portfolio Group is an award-winning Recruitment Agency having won places on The Sunday Times 100 Best Small Companies to Work For - most recently achieved in 2017, The Sunday Times Fast Track 100 (Twice) and most recently, being ranked in The Recruiter Hot 100 2021 and being shortlisted for Recruitment Agency of the Year - Medium (50-99 employees) in 2021. Key Responsibilities * You'll be able to take on a warm desk & work with existing consultants and existing clients, so you hit the ground running * Win new accounts through leveraging or maximising relationships * Identify new opportunities through research and knowledge of the market * Use various channels to advertise jobs * Sourcing candidates through a variety of methods * Manage all aspects of the recruitment life cycle from introductions to offer stage. * Become an expert in your market * Communicating with clients and candidates via telephone and email * Achieve agreed KPIs on a monthly basis Experience * Previous 3 years' experience in 360 recruitment within professional services. * Advanced communication skills with a high ability to negotiate with clients and candidates * Sales-driven mindset, achievement oriented * Independent person with good organisation skills Why work for us? * Transparent career framework and set promotional criteria that you can start working towards on day one * Amazing office based in the heart of the city with amazing facilities * Work for a market leading agency with an established list of clients * A supportive and collaborative team * Realistic targets and time to grow in your role * Uncapped competitive commission scheme with…