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Client Experiance Assistant

Company: Grant Thornton    Location: Liverpool
At Grant Thornton we want empowered people who provide bold leadership and distinctive service worldwide. Getting great people delivering to their full potential and providing a high performance culture which attracts, develops and retains the best is the only way our firm will succeed.

We´re embarking on an exciting journey towards shared enterprise. Shared ideas, shared responsibility and shared reward. As a member of the team you´ll play a fundamental part in taking our employees on that journey and for supporting talent who think like owners and who will take ownership for helping deliver our ambitious vision. You´ll have a strong focus on delivering exceptional employee experience. Job Description:

Markets
• acts as an ambassador of the firm, working in line with the firm´s CLEARR values – Collaboration, Leadership, Excellence, Agility, Respect, Responsibility
• understands the firm´s strategy and helps raise the profile of our firm as a world class global organisation by supporting the candidate and hiring manager experience
• ensures and supports the delivery of the Grant Thornton experience for individuals
• networks and researches appropriately to keep up to date on what is happening in the HR arena, with particular regard to specialist area
• takes responsibility for keeping up to date with Grant Thornton policy and process, developments and changes
• understands how the firm makes money and how it is structured

Clients
• demonstrates knowledge and understanding of how the People & Culture strategy supports the firm’s strategy and is able to support the business
• develops and maintains strong relationships within the business, in particular key stakeholders and other People & Culture teams
• collaborates with colleagues in the firm to deliver value adding service to our clients
• increases overall confidence in People & Culture, through the implementation and maintenance of improved business processes
• ensures that client needs are met on time and delivered to an excellent standard
• provides a helpful, highly responsive, efficient and customer friendly support to all employees
• ensures correct tone and words are used when responding to clients and that corporate style is adhered to in all written communication

People
• develops and maintains strong relationships within the business and the P&C team
• seeks regular feedback and identifies and acts upon learning and development needs in order to develop technical and personal skills
• supports team and department meetings, adding items to the agenda and taking responsibility for actions
• works with colleagues across the department to promote a joined up administration approach that adds value to the firm
• trains and supports colleagues on the processes to increase their knowledge and promote a consistent way of working across the team
• collaborates with senior team members, gaining advice with complex queries
• adopts a coaching approach to support colleagues and clients alike

Operations
• arranges and facilitates meetings, note taking and other related duties
• completes all administration activities within the agreed service level agreements and to an excellent standard
• develops and maintains high quality processes which provides employees with a positive experience throughout the employment lifecycle
• maintains full, accurate and up to date records on the systems
• updates and monitors requests to enable the department to track queries through to completion
• assists in the provision of value adding management information
• takes responsibility for follow up actions and ongoing queries, ensuring processes are completed to a high standard
• provides a high quality service to the customer with the documentation sent, process and logic applied to meet requirements
• makes appropriate decisions and uses judgement on work prioritisation ensuring expectations on service delivery can be met
• identifies process issues and opportunities for continuous improvement
• adheres to the firm´s risk management policies and is aware of changes in the firm´s approach to risk management
• ensures compliance with the Data Protection Act and maintains confidentiality of employee information and the firm´s data
• works on ad hoc projects and tasks when requested to meet the demands of the business
• maintains SLA targets in order to continually improve the level of customer service and reduce the number of queries awaiting resolution
• liaise with other departments to obtain necessary information to resolve queries
• works on ad hoc projects and tasks when requested to meet the demands of the business