About the role

As a Business Support Analyst your role will involve arranging new installations and upgrades, and scheduling changes for our ResourceLink software customers. Our customer base includes many of the UK and Ireland's most recognised brands, medium-large organisations across private and public sector. Your role will include scheduling the Zellis technical change team, liaising with external and internal customers via extensive telephone and email communication, maintaining detailed and accurate records in our software systems.

Please note this position is a fixed-term contract covering a period of maternity leave, on a part-time basis (circa 22.5 hours per week). You'll be based from our Peterborough office, working a a hybrid basis with a mixture of office and home working. 

Key responsibilities include:

• Managing change requests and customer administration for Zellis ResourceLink customers.
• Maintaining new and existing customer records via our internal systems.
• Receiving and reviewing service requests received online, via telephone calls and emails from customers regarding requests / updates to their ResourceLink systems.
• Gathering, collating and distributing information to enable system changes, including installations, upgrades and ad-hoc changes by liaising with customers and Zellis personnel.
• Scheduling the Zellis deployment team to perform various technical requests.
• Liaising with customers and colleagues to ensure SLAs and strict timescales are adhered to.
• Liaising with the Zellis financial coordinator as necessary, to ensure revenue can be recognised and invoiced in a timely manner.
• Working closely with other members of the team to ensure appropriate distribution of workload.
• Ensuring appropriate authorisation before making changes to records in Zellis customer systems.
• Assisting the business with general enquiries and providing support as necessary.

Skills & experience

• Excellent administration / coordination skills, with relevant experience in similar roles.
• Experience working with customer support call-logging / ticketing systems.
• Good numeracy with strong verbal and written communication skills to enable you to work effectively with customers.
• Flexible in your approach to work.
• Able to adhere to standard processes but also able to identify opportunities for improvement.
• Well organised, conscientious, with a high level of attention to detail.
• Works well to sometimes very tight timescales in a fast paced environment.

Benefits & culture

At Zellis we create market-leading HR & Payroll products and services, to power exceptional employee experiences so that you and your people do better. Our multi-award-winning products pay over five million employees a year, with almost half (42%) of the FTSE 100, 50% of the top retailers and 30% of the top universities in the UK & Ireland as customers, making us the largest provider of Payroll and HR software and managed services.

Our vision is to be the clear leader in pay, reward, analytics, and people experiences. We're passionate about creating an environment where people want to join, belong to, and be part of a progressive organisation. Our values, which were defined with input from all of our 2,000 colleagues, we live and breathe every day:

• Unstoppable together.
• Always learning.
• Make it count.
• Think scale.

Our people are critical to our ongoing success; we’re proud of our inclusive culture that gives you the platform to grow, challenge the status quo and play a crucial role in further enhancing our market position as the leading provider of HR & Payroll software and services. With Zellis you’ll have the chance to stretch and challenge yourself in an environment that’s varied, flexible and hugely supportive.

We also love to reward and recognise our brilliant colleagues. As part of your benefits package, you’ll receive:

• A competitive base salary.
• 25 days annual leave, plus your birthday off and the opportunity to buy additional holiday.
• Private medical insurance.
• Life assurance 4x salary.
• Enhanced pension scheme with company contributions up to 8.5%.
• A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.