Vacancy Briefing Form Brand: Comensura Briefing Date: October 2025 Hiring Manager: Luke Celino Job Title: Business Advisor – VN5905 Context Location: Remote Vs Onsite? Remote-based role with occasional travel required. Ideally, we’re looking for someone located near Luton, as all training will be delivered at our Luton office. Reason for Vacancy? If replacement, provide leavers name: New Client Win Go Live in Jan – will need someone in start of December if external Start Date/Urgency to fill this position? Jan 2026 - December if external so they can learn systems and business processes Contract: Perm/FTC Perm Advertise Internal/External: Internal Only approved – if no internal Interest speak to Charlotte before advertising external Do you have a person in mind Internal/external/businesses you would like me to focus on? No Job Description/Experiences What is the Impact to Business? Who is the role reporting to? Luke Celino – Head of Service Purpose of this role? To manage and deliver excellent customer service to a portfolio of customers. Ensuring their needs and expectations are met in line with contract requirements and maximising Comensura’s performance. Ensuring all stakeholders receive an experience in-line with the Comensura promises. Will this person be managing a team? No Team Structure: Business Partner Senior Business Partner Head of Service Responsibilities / what does a day in the life look like? Responsible for the service delivery to our customers, ensuring delivery of efficient and effective first call resolution in line with the SLA and KPI’s of the contract. Proactively ensuring that all matters in relation to fulfilment, customer queries and c.net are successfully resolved at first point of contact. Maintain regular contact with customers and suppliers, keeping them up to date with their bookings. Answer a high volume of calls to ensure abandonment rate and average answer times to be maintained in alignment with SLA’s. Resolve queries in relation to legislation changes, rate enquiries, invoice adjustments, system changes, timesheet adjustments and approvals. Maintain and establish relationships with your key customers and suppliers to provide effective day to day running of the contract. Provide our customers with guidance and over the phone training/support to ensure effective use of our c.net system. Ensure that all roles are distributed to the relevant suppliers within the supply chain and proactively ensuring fulfilment. Identify and proactively attempt to resolve potential issues, escalating if necessary. Manage no shows, backfill any roles and communicate cancellations to client and supplier. Administer all aspects of the fulfilment process including accepting orders, arranging interviews, assignment extensions, creating orders for clients, cancelling of orders and ending of assignments. Working alongside the whole service centre as one team, to ensure consistent service delivery. Support the implementation process of new customers, ensuring our customers get the best from our service on day 1. Be an expert in your field, keeping up to date with market changes and challenges, legislation and attending training/seminars. Ensuring emails and Live Chat conversations are responded to, demonstrating the same level of customer care. Displays extensive knowledge about our products and services. Liaises with internal stakeholders to ensure queries are resolved at first point of contact, taking accountability. All duties to be carried out in line with the Comensura Values and Behaviours Any other duties as required Top 5 Essential skills: Customer service background experience of handling a large number of incoming calls. This is a entry level role so ideally someone who has come for a call centre background or retail Top 5 Desired skills: Tell me about the Account: The BA will dedicate approximately 75% of their time to supporting the Müller account, with the remaining 25% focused on other customers. What does the training, career path and progression look like? 2 weeks full training from the Luton office Required Qualifications: Key words / Things to look for in CV/Profiles: Salary/Budget Have you looked at Internal Benchmarking: Yes What is the salary range for this role? £24,500 Car Allowance/Commission/Bonus? No Do we make the salary visible? No Team Culture/Environment Tell me about your team? What should the candidate know? Good customer service experience, wiling to learn What are the hours of operations? Monday to Friday 37.5 hours Size of Program? What time zone will they be assisting the client in? (NA) Interview Process Interview Format: 2 stage Interview – one informal and one Formal competency Interviewees: Luke Celino and Katherine Bignall What questions you would like me to ask in the screening call to make sure they have the right skills/experience for the role? 1. Can you describe your experience in handling a high volume of customer calls or working in a call centre or retail environment? Purpose: To validate the candidate’s background in customer service and ability to manage large call volumes, which is essential for this entry-level role. 2. Are you located near Luton, or would you be able to travel there for training and occasional in-person meetings? Purpose: To ensure the candidate can attend the required training in Luton and manage occasional travel. 3. Have you worked with any systems or platforms to manage customer queries or bookings (e.g., CRM tools, live chat systems)? Purpose: To gauge familiarity with tools similar to Comensura’s c.net system and ability to provide system support. 4. Can you give an example of a time you resolved a customer issue at the first point of contact? Purpose: To assess problem-solving skills and alignment with the role’s focus on first-call resolution. 5. Are you comfortable working independently while also collaborating with a wider service team to meet service delivery goals? Purpose: To evaluate the candidate’s ability to work autonomously and as part of a team, which is key to the role’s success.