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Payroll Customer Service Specialist
2 months ago
Job Title: Payroll Customer Service Advisor
Job Type: Fixed Term Contract – 6 Months
About the Role:
We are seeking a highly skilled Payroll Customer Service Advisor to join our team at Tata Consultancy Services. As a Payroll Customer Service Advisor, you will be responsible for providing exceptional customer service to our clients, resolving payroll-related queries, and ensuring timely and accurate processing of payroll services.
Key Responsibilities:
- Provide first-line support for payroll, HR administration, and associated written and verbal queries
- Manage inbound and outbound telephone and other communication channels through case management tools
- Participate in payroll processing and quality checks
- Escalate complex queries and provide coaching support to team members
- Monitor and report trends of pay/service impacting issues, discrepancies in payroll communication, and other issues that may impact service levels, reputation, and employee experience
- Support in answering and processing simple to complex HR and payroll queries, communicating directly with customers and internal stakeholders
- Flag discrepancies in payroll/HR communication that drive 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
- Support with quality assurance and NPS analysis and follow-up
- Produce and supply reports and statistical information according to the agreed statement of service
Requirements:
- Good knowledge of payroll processing and UK legislation, including Channel Islands
- Expert knowledge in MS Office (Excel, Word, and PowerPoint)
- Working knowledge of ITrent or any payroll ERP payroll processing tasks and navigation
- Customer Service, telephony, and case management experience
- Quality assurance standards and delivering a great customer experience
- Ability to work in a fast-paced, pressurized service environment, working to stretching service level agreements and key performance measures
- Teamwork and ability to work with colleagues to achieve common targets and objectives
What We Offer:
- Competitive salary packages featuring pension, healthcare, life assurance, laptop, phone, and access to extensive training resources
- Discounts within the larger Tata network
About Us:
Tata Consultancy Services is a purpose-led transformation company, built on belief. We help businesses transform through technology and support them in making a meaningful difference to the people and communities they serve.
