Assist Support Coordinator

Ruddington, England, United Kingdom

4/19/2025

At MHR, our employees are central to our success and play a key role in helping customers achieve sustainable high performance. With a team of over 900 professionals, we work to make things flow smoothly, whether it's for large organisations or individual employees. As businesses face rapid changes in the world of work, our team is here to help them adapt and thrive. 

By focusing on the core needs of efficiency, productivity, growth, and impact, our employees use their expertise to deliver real solutions through our People and Finance platform. This system, which covers finance, HR, payroll, and learning, helps businesses run more smoothly and make better decisions in real time.

With over 40 years of experience behind us, MHR’s track record as a high-performance organisation is built on clear goals, a shared vision, and strong communication—all of which we pass on to our customers. 

MHR is more than just a place to work; it’s a platform for empowerment. Joining us means bringing innovation, technology, and teamwork seamlessly removes obstacles, enhances your skills, and allow you to focus on what’s most important to you- work that matters.

With us, you’ll grow, find your flow, and make a lasting difference in your career, your team, and your impact. 

Your Career

As an Assist Support Coordinator at MHR, you’ll play a pivotal role in managing our Assist queue and ensuring the seamless progression of cases from validation through to resolution. You’ll work within a fast-paced environment, overseeing scheduling, managing escalations, and ensuring that all activities adhere to strict Service Level Agreements (SLAs). This is a fantastic opportunity for someone looking to make a real difference in customer support, with the potential to develop their career in a collaborative and results-driven team.

Your Team

You will be part of a dedicated, high-performing team focused on delivering outstanding service to our customers. Working alongside internal stakeholders such as account management, consultancy managers, and consultants, you’ll ensure the timely and efficient resolution of cases. Your ability to monitor aged cases, as well as maintaining clear communication with your team and stakeholders, will be essential to the success of the operations. Together, we are committed to adhering to governance standards and improving processes to keep our service levels at their best.

Your Impact

In this role, your contributions will directly shape the quality and efficiency of our support services. By ensuring that all cases are validated, scheduled, and processed according to SLAs, you’ll maintain our high standards of service delivery. You’ll be responsible for responding to customer queries, managing escalations, and tracking key performance metrics. Your proactive case management will help prevent delays and improve customer satisfaction. Additionally, your role will include preparing detailed reports on queue status, case resolution times, and other vital metrics, driving data-driven improvements across the team.

You will also play an essential role in maintaining documentation and supporting security compliance, helping ensure that our operations remain secure, efficient, and aligned with industry regulations. By consistently delivering results and maintaining a focus on governance and procedure adherence, you will drive continuous improvement and positively impact the overall success of the team.

Benefits To Support You Personally And Professionally

Alongside the opportunity to work with an incredible team and express your individuality, we offer a range of personalised benefits including:

• Access to over 60 internal training courses, professional qualifications, and cross-departmental mentoring and coaching programs
• 24/7 access to a GP through SmartHealth for you and your family, confidential mental health support, and paid sick leave
• Ability to purchase or sell additional holiday days beyond 25 days and bank holidays
• Enhanced Family leave
• My MHRewards offering discounts at over 900 retailers
• Monthly employee recognition program and departmental awards
• Referral bonus scheme of up to £2,000
• Employee-led social events such as running clubs, football teams, book clubs, and bake-offs
• On-site subsidised restaurants offering a variety of fresh meals daily
• Opt-in benefits schemes such as private medical insurance and dental coverage
  
  

We value the well-being, financial stability, and inclusivity of our employees, and strive to provide a supportive working environment.