Unit4 Support Agent

This role has a starting salary of £45,680 per annum, for working 36 hours per week.

We are excited to be recruiting a skilled and highly motivated Unit4 Support and Service Improvement Agent. You will join our dynamic MySurrey Service Improvement team and leverage your knowledge in HR or Payroll processes with Unit4 or Agresso, to ensure the seamless operation and peak performance of our Unit4 application. The team is based in Woodhatch, Reigate but we promote a hybrid approach to working.

Rewards and Benefits:

• 26 days' holiday (prorated for part time staff), rising to 28 days after 2 years' service and 30 days after 5 years' service
• Option to buy up to 10 days of additional annual leave
• An extensive Employee Assistance Programme (EAP) to support health and wellbeing
• Up to 5 days of carer's leave per year
• Paternity, adoption and dependants leave
• A generous local government salary related pension
• Lifestyle discounts including gym, travel, shopping and many more
• 2 paid volunteering days plus 1 team volunteering day per year
• Learning and development hub

About the Team

Surrey County Council have implemented Unit4 as a modern, intuitive, and flexible Software-as-a-Service Enterprise Resource Planning System. A significant programme of work has been completed to deliver the full implementation, including the configuration of the system, data migration and implementing required integrations with other Council systems.

Unit 4 is supported by in-house IT & Digital teams that operate ITIL 4 service management processes and are structured into:

• Service Delivery (service requests, incidents, problem management, SLA/KPI reporting and supplier relationship management).
• Service Improvement (change requests, release management & business relationship management).

The teams will be delivering improvements and efficiencies through optimisation of our system by automation of workflows, reduction of manual intervention, enhanced data analytics and standardised processes.

About the Role

Reporting to the Service Improvement Team Lead, you will join the wider IT&D Service and work as part of a dynamic team with the autonomy to succeed in a lively, friendly environment. As the Unit 4 Service Improvement Agent, your duties will include:

• Providing technical support and assistance to customers and stakeholders, ensuring issues are resolved promptly and effectively
• Act as the initial contact for customer enquiries, troubleshoot problems, offer progress updates, and ensure timely resolutions
• Keep accurate records of customer interactions, technical issues, and resolutions in Cherwell, our service management ticketing system, SharePoint, and other documentation systems
• Perform software testing and quality assurance to detect defects and confirm that Unit4 functionality aligns with customer requirements
• Assist in project delivery for service improvement initiatives, system upgrades, and other continuous improvement efforts and review upgrade fixes/enhancements for implementation
• Develop and execute technical test scripts, automating where necessary

Shortlisting Criteria

To be considered for shortlisting for this position, your application will clearly evidence the following:

• Experience with Unit 4 ERP/Agresso in technical and functional support, encompassing system administration, change configuration and problem management
• Knowledge and experience in one or many of the HR or Payroll modules and processes is essential
• Understanding of process definition, event set up and alerts
• Proficient in SQL, including script reading, writing, and analysis
• Strong troubleshooting and diagnostic abilities

Application Questions

To apply, alongside your CV, you will be asked to answer the following questions:

• Outline your areas of expertise Unit 4/Agresso, along with context in how you gained this experience.
• Please confirm how many years' experience you have in the support of Unit 4/Agresso.
• Please detail your functional knowledge/expertise in any of the U4/Agresso HR or Payroll modules or processes.
• Outline areas of your previous service improvement experience.

Please contact us for any questions relating to the role. This could be to discuss flexible working requests, transferable skills or any barriers to employment.

The job advert closes at 23:59 on 27/07/2025 with interviews to follow.

Local Government Reorganisation

Surrey County Council is preparing for Local Government Reorganisation which will allow us to implement the Government led policy of devolution, which is all about giving more powers to local areas.

Currently, Surrey has a two-tier council system, with 11 district and borough councils and a county council, all responsible for different services. All these councils will be reorganised into a smaller number of new unitary councils which will come into effect in April 2027. At this point, this role will be transferred, with all existing terms and conditions intact into one of the new unitary councils.

Join our dynamic team and shape the future of local government. Make a lasting impact with innovative solutions and improved services for our community. Help us build a brighter future for our residents! Please see more information on our website.

Our Commitment

Surrey County Council is proud to be a Disability Confident Employer. A guaranteed interview will be offered to all disabled applicants where:

• The candidate has evidenced the minimum criteria for the role through their application
• The candidate has chosen to share that they have a disability on the application form

Our application form and onboarding process will provide an opportunity to request any reasonable adjustments for the interview and/or the role. We want to be an inclusive and diverse employer reflecting the community we serve and particularly welcome applications from all underrepresented groups.