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Payroll Customer Services Advisor
4 weeks ago
Role: Payroll Customer Services Advisor Type: Permanent Location Peterborough – UK Onsite
- Ready to utilize your experience in the UK Payroll process ?
- Are you passionate about UK Legislation ?
- Make a meaningful impact as a Payroll Customer Services Advisor
- Be part of an exciting team where you will be challenged every day.
- Work closely with the range of teams within the business to bring products to life.
- Work with customers and identify opportunities to support their strategy and improve their processes across functions.
- 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
- Record contact information with the client via case management tools
- Participation in Payroll processing whenever applicable and necessary
- Categorizes and prioritizes queries, requests and issues and triage/transfer to L2, L3 teams as necessary.
- Participates in quality checks and Reporting.
- Trends of pay/service impacting issues identified on incoming calls and emails/cases
- Technical issues that could be potentially pay impacting
- 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
- Recording contact with the client via case management tools
- Promptly raising technical issues that could potentially be pay impacting
- 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
- Running and providing daily, weekly, and monthly management information
- 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 ; understanding a payslip; 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
- Good analytical skills – able to break down a problem, situation or process into its component parts, to separate the main issue from side-issues, to understand the nature of the parts and their relationship to one another
- Good communicator and customer oriented
- Listens attentively, and summarizes or asks questions, when needed, to clarify information
- Excellent written and verbal communication skills
- Well organized and planned, schedules time effectively and uses efficient work methods and tools
- Must have worked within a fast-paced pressurized service environment working to stretching service level agreements and key performance measures
- Detail oriented, thorough and focused on all aspects of the job to ensure accuracy.
- Teamwork – to be able to work with colleagues to achieve common targets and objectives and to provide active help to other team members. A real team player with a ‘can do’ attitude with the ability to work under own initiative
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