Experienced Advisor

Swindon (Hybrid working) – 6-12 Month FTC

Band C – £27,756 

It’s an exciting time to join UKSBS as we transform our business to be the leading UK public sector business service provider. 

We are recruiting for Administrator and Support positions across our core service areas: HR, Payroll, Customer Service, Finance and Procurement. These roles sit at the heart of UKSBS, supporting the day-to-day delivery of essential business services for our clients. 

Depending on your placement, you may help ensure people are paid accurately and on time, support recruitment and HR processes, manage supplier and purchasing activity, or contribute to accurate financial processing and reporting.

Regardless of which service area you join, you will be part of a collaborative team that plays a crucial role in keeping our services running efficiently. You will gain valuable experience in a shared services environment, working with modern systems and processes that underpin vital government operations.

About the Role:

The Experience Advisor role provides knowledgeable, timely and customer-focused advice and support across UKSBS services. 

This role is responsible for handling a range of queries complaints and escalations, including non-routine issues, ensuring customers receive accurate guidance and effective resolution. It supports service delivery by applying detailed knowledge of processes, policies and systems, and by contributing to consistent, high-quality outcomes.

Duties will include, but are not limited to the following:

• Deliver a high‑quality customer experience by responding to queries, complaints and escalations, providing accurate advice and resolving a range of routine and non‑routine issues in line with agreed service standards and SLAs 
• Interpret policies, procedures and guidance to provide clear, consistent and appropriate advice to customers and stakeholders 
• Take ownership of queries, complaints or escalations from initial contact through to resolution, ensuring timely outcomes and clear communication throughout, and seeking support from specialist teams where needed 
• Apply judgement to resolve non‑routine issues, interpreting guidance and using available information to reach appropriate outcomes 
• Escalate complex or higher‑risk issues where required, in line with agreed processes 
• Maintain accurate systems and records, ensuring data is complete, up to date and compliant with governance, security and data protection requirements 
• Identify recurring issues or trends and share insight to support service improvement 
• Build positive relationships and work collaboratively with colleagues, specialists and stakeholders to ensure consistent advice and effective resolution 
• Contribute to knowledge sharing and continuous improvement, supporting efficient ways of working and improved customer outcomes 
• Follow policies, controls and standards, ensuring compliance with governance, risk and regulatory requirements

To do this role well you will: 

• Experience in a HR, Payroll or Finance customer service, advisory or service delivery role
• Experience handling non‑routine, complex or sensitive queries
• Strong written and verbal communication and interpersonal skills
• Ability to interpret guidance and apply it in practice
• Proficiency in Microsoft Office and operational systems
• Good literacy and numeracy skills (equivalent to GCSE English and Maths)

Desirable:

• Experience in a shared service or contact centre environment 
• Experience of working with policies, procedures or technical guidance
• Experience working with service performance measures (KPIs/SLAs)

About UKSBS & Your Opportunity:

UKSBS is a public sector shared service centre providing high quality HR, Payroll, Finance, Procurement and IT services and expertise to our partners. We are proud of the part we play in enabling our partners to achieve the best outcomes for the British people and the UK economy. We are at an exciting point as a business and are currently going through transformation ahead of company growth to expand our client base and install new systems. 

A key aspect of this transformation is the UKSBS Matrix Programme. This major component of the Government’s Shared Services Strategy aims to provide modern, cost-effective, and scalable business services to nine government departments. 

You will play a vital role in running these new services as they go live and mature, supporting the delivery of a modern SaaS ERP platform and the processes that underpin it. 

This is an exciting opportunity to be part of something long-term and transformative, ensuring the service continues to evolve, improve and deliver real value to our clients and customers. Success will rely on curiosity, collaboration and a commitment to excellence. We will support you to develop your skills, grow your expertise and make a lasting impact as part of a service that is designed to endure and continually improve.

Life at UKSBS

We value our employees and recognise the importance of ongoing professional development, supporting you to achieve your goals whether you’re starting out or building on existing experience.

Our in-house expertise is vast, whether you’re interested in learning more about a particular type of software, you need to work on your presentation skills, or you want to develop your ability to influence and negotiate skills, we will support you. 

We work a mixture of full and part-time hours across a 37-hour week (full time), with start times varying between 8.00 and 9.30am. Our hybrid working model offers flexibility, balancing time spent working from home with time in the office for collaboration, training and team connection. While most colleagues work remotely for much of the week, we generally expect everyone to spend 20% of their time in their office location. This can vary depending on business needs, and there may be times when we ask you to be on-site more frequently to support key activities or team priorities.

Our team is made up of individuals with various levels of experience and from different working backgrounds. We have offices based in Swindon, Newport and Stockton-on-Tees and you can choose to work from the most suitable location for you.

We don’t expect you to know all the answers straight away, we are always on hand to help support you and share our knowledge. We provide full training for all our new joiners which helps you get a good overview of what we deliver, our processes and how to use our systems.