Senior Payroll Customer Services Advisor
4 months ago
**The Role**
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. Key activities include:
- 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/tranfser to L2, L3 teams as 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 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:
- 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**:
- 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
**Key skills/knowledge/experience**:
- 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 to have**:
- 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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TCS is consistently voted a Top Employer in the UK and globally. Our competitive salary packages feature pension, health care, life assurance, laptop, phone, access to exte
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