Payroll Customer Services Specialist
7 days ago
The Payroll Services Team at Tata Consultancy Services is seeking a highly skilled and experienced Payroll Customer Services Advisor to join our team. As a key member of our team, you will be responsible for providing exceptional customer service to our clients, ensuring that all queries and requests are dealt with efficiently and effectively.
Key Responsibilities- Provide first-line support for payroll and HR-related queries, communicating directly with clients and internal stakeholders.
- Record contact information with clients via case management tools.
- Promptly raise technical issues that could potentially impact payroll.
- Flag discrepancies in payroll/HR communication that drive an increase in call/case volumes.
- Monitor availability for telephony services to ensure adequate coverage.
- Monitor individual workflow, outlining volumes and time required to complete tasks.
- Run and provide daily, weekly, and monthly management information.
- Support quality assurance and NPS analysis and follow-up.
- Produce and supply reports and statistical information according to agreed service levels.
- Escalate complaints/escalations directly to Senior Payroll Services Advisors.
- 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, with a working knowledge of Genesys preferred.
- Quality assurance standards and delivering a great customer experience.
- Good analytical skills, able to break down problems and situations into their component parts.
- Good communicator and customer-oriented.
- Listens attentively and summarizes or asks questions 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 in 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, able to work with colleagues to achieve common targets and objectives, and provide active help to other team members.
Tata Consultancy Services is a leading IT services company, consistently voted a Top Employer in the UK and globally. We offer a competitive salary package, including pension, healthcare, life assurance, laptop, phone, and access to extensive training resources and discounts within the Tata network.
We believe in building and sustaining a culture of equity and belonging, where everyone can thrive. Our diversity motto is 'Inclusion without Exception.' You'll find a welcoming culture and many internal volunteering and social networks to join. We are open to all and treat applications equally, regardless of ethnicity, disability, gender, age, sexual orientation, or beliefs.
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