1. Communicate effectively and build relationships with internal and external customers, resolving routine queries and escalate issues which require Advisor input to resolve using verbal and written methods via telephone and e-mail. Where necessary, liaises with other colleagues to resolve queries. 2. Support multiple implementation projects to ensure a successful implementation for both NHSBSA and organisations using NHS Jobs, ESR, Pensions and HR Shared Services. 3. Follow agreed processes and standard operating practice to ensure consistent service is provided to clients and customers. 4. Provide, receive and deal on a daily basis with sensitive and confidential information/personal staff details. 5. Working to targets, you will ensure all KPIs and SLAs are fulfilled in line with our agreed processes. 6. Maintenance of confidential personnel records in line with General Data Protection Regulations (GDPR) requirements. 7. Act as part of a team to develop new Support Team Members. 8. Promote and implement the Authoritys equal opportunities policies in all aspects of employment and service delivery 9. Contribute to a culture of continuous improvement and service excellence by adhering to agreed procedures and making suggestions for improvements. 10. Supporting Optimisation Advisors to ensure team objectives are delivered on time meeting quality standards. 11. You will provide first line support and guidance to organisations, candidates, line managers and staff. You will use telephone, e-mail and other optimisation systems. 12. Deal with general enquiries, from both internal and external customers, routine analysis and investigation of information and take initiative in order to determine appropriate course of action. 13. Whilst complaints are few you should have experience of managing difficult situations in order to satisfy a customer who is frustrated. You will be required to listen effectively and show empathy while seeking a positive resolution. 14. Provide first line support and advice to the transitioned organisations on the resolution of system related issues. 15. Create and review system access for employees, internal and external customers. 16. Escalate any system issues to relevant providers and support through to resolution in line with agreed KPI/SLA timescales. Keeping all affected clients and teams updated.