Payroll Customer Service Advisor

4 weeks ago

Peterborough, United Kingdom Uniting People Full time

The Role 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.

As a Payroll Customer Services Advisor, you 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 prioritise 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:

- 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

**Key responsibilities**:

- 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.
- Participate in Payroll processing whenever applicable and necessary. TCS Confidential | 2
- Categorise and prioritise queries, requests and issues and triage/transfer to L2, L3 teams as necessary.
- Participate in quality checks and Reporting.
- 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.
- Record contact with the client via case management tools.
- Promptly raise technical issues that could potentially be pay impacting.
- Flag discrepancies in payroll/HR communication that is driving an increase in call/case volumes.
- Monitor availability for telephony services to ensure enough coverage is in place to meet minimum grade of service, abandonment, and other appropriate service levels.
- Monitor the individual workflow outlining volumes and time required to complete.
- Run and provide daily, weekly, and monthly management information.
- Support with quality assurance and NPS analysis and follow up.
- Produce and supply, on request, reports, and statistical information according to the agreed statement of service.
- Escalate complaints/escalations directly to Senior Payroll Services Advisors.

**Key skills/Knowledge/Experience**:

- Good knowledge of payroll processing and UK legislation including Channel Islands; understanding a pay slip; 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.

**Job Types**: Full-time, Permanent

Pay: £25,000.00-£30,000.00 per year

**Benefits**:

- Company pension
- Free parking
- On-site parking

Schedule:

- Day shift
- Monday to Friday

**Experience**:

- Payroll: 1 year (preferred)

Work Location: In person

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