All contractors registered with Edward Thomas are provided with exceptional levels of customer care from our much-heralded Contractor Support Team. Their pro-active role is integral to the Edward Thomas offering and ensures a personalised relationship with all those paid by us. The team is absolutely committed to helping contractors get the best from their relationship with us.
The team currently comprises six highly experienced industry professionals with exceptional knowledge of the payroll process, current employment legislation and taxation guidelines. This expertise proves invaluable when keeping all our contractors abreast of their payroll position and answering and resolving any queries quickly and efficiently.
They also have a comprehensive knowledge of the additional services offered by Edward Thomas and are always available to assist contractors to maximise the benefits of the Edward Thomas Rewards Portal, Refer a Friend Scheme and the Annual Contractor Satisfaction Survey. Please see below to find out more about the primary roles of the Edward Thomas Contractor Support Team.
From the moment a worker is referred to Edward Thomas, the Contractor Support Team will contact them by phone to both introduce themselves and explain the onboarding process in detail. They will also explain what information is required to successfully add a contractor to our payroll systems whilst ensuring all compliance obligations are adhered to, including Right to Work & Identity checks. Once registered, contractors are guaranteed a smooth payroll journey going forward.
Inevitably, timesheet information we receive from a contractors’ recruitment agency might include the occasional mistake resulting in erroneous pay calculations. Contractors are sent advance notice of their take-home pay which allows plenty of time for any errors to be resolved by the Contractor Support Team. Based on our own internal analysis, the vast majority of payroll queries are resolved within a maximum of two hours which ensures contractors are still paid on time.
Quite apart from the functional and procedural responsibilities, the Contractor Support Team is also tasked with building and maintaining positive relationships with all our workers. The team has an abundance of experience in different sectors and collectively works towards realising the ‘Valuing Contractors’ mantra. They are all also more than happy to be a friendly voice on the end of the phone as, sometimes, having a general chat can really help.