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Customer Service/Payroll Advisor

2 months ago

Huntingdonshire Cambridgeshire, United Kingdom Uniting People Full time

Role: Payroll Customer Services Advisor

Job Type: Fixed Term Contract - 6 Months

Ready to utilize your experience in the UK Payroll process ?

* Make a meaningful impact as a Payroll Customer Services Advisor

Our client is a purpose-led transformation company, built on belief. We do not just help businesses to transform through technology. We support them in making a meaningful difference to the people and communities they serve - our clients include some of the biggest brands in the UK and worldwide. For you, it means more to make an impact that matters, through challenging projects which demand ambitious innovation and thought leadership.

* Work with customers and identify opportunities to support their strategy and improve their processes across functions.

The Payroll Services Team serve several functions; to serve as a single point of contact for incoming inquiries from employees, managers or customer HR representatives delivering efficient and effective services in line with the statement of service, business operating blueprint and customer success standards (including case creation, information request, data entry, reports and associated processes) and the agreed service levels. First Line support for Payroll, HR Administration (where applicable) and associated written and verbal queries (and processing instructions where applicable)

* Query management of inbound and outbound telephone and other communication channels through the applicable case management tools

* Participation in Payroll processing whenever applicable and necessary

* Participates in quality checks and Reporting.

The role of the Payroll Services team is to ensure that all queries and requests are dealt with at the first point of contact or escalated in the agreed lines of responsibility. The Senior Payroll Services Advisor, in addition to the points above and below, will be responsible for the overall quality, accuracy, compliance and timeliness of services delivered to our customers whilst also providing support for complex queries and escalations and providing coaching support to team members.

The Payroll Services Team must also prioritize and respond to queries and requests whilst maintaining awareness of the contractual SLAs and customer policies to be adhered to. The Payroll Services team needs to ensure they keep the management team aware of the following:

* Trends of pay/service impacting issues identified on incoming calls and emails/cases

* Discrepancies in payroll communication that drive an increase in call/case volumes

* Any other issues which can impact service levels , reputation and can cause adverse employee experience

Support in answering and processing simple to complex HR and payroll queries, communicating directly with our customers and internal stakeholders accurately, in a timely manner and within agreed SLAs

* Flagging discrepancies in payroll/HR communication that is driving an increase in call/case volumes

* Monitoring availability for telephony services to ensure enough coverage is in place to meet minimum grade of service, abandonment, and other appropriate service levels

* Monitoring the individual workflow outlining volumes and time required to complete

* Supporting with quality assurance and NPS analysis and follow up

* Producing and supplying, on request, reports, and statistical information according to the agreed statement of service

* Escalates complaints/escalations directly to Senior Payroll Services Advisors

A good knowledge of payroll processing and UK legislation including Channel Islands ; manual payments, overpayments, timesheets and pay calculations

* Expert knowledge in MS office (Excel , word and PowerPoint )

* Working knowledge on Itrent or any payroll ERP payroll processing tasks and navigation

* Customer Service, telephony and case management experience. Working experience in Genesys preferred

* Quality assurance standards and how to deliver a great customer experience