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Payroll Customer Service Specialist
2 months ago
Join Tata Consultancy Services as a Payroll Customer Service Assistant and be part of a dynamic team that delivers exceptional customer experiences.
About the Role:We are seeking a highly skilled and motivated individual to provide top-notch customer service and support to our clients in the UK Payroll process. As a Payroll Customer Service Assistant, you will be responsible for:
- Providing first-line support for Payroll, HR Administration, and associated written and verbal queries
- Managing inbound and outbound telephone and other communication channels through case management tools
- Participating in Payroll processing and quality checks
- Escalating complex queries and providing coaching support to team members
As a Payroll Customer Service Assistant, you will:
- Support customers and internal stakeholders with simple to complex HR and payroll queries
- 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
To be successful in this role, you will need:
- A 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 how to deliver a great customer experience
At Tata Consultancy Services, we offer a competitive salary package, including pension, healthcare, life assurance, laptop, phone, and access to extensive training resources and discounts within the larger Tata network. We also value diversity, inclusion, and wellbeing, and offer a welcoming culture and many internal volunteering and social networks to join.
We are an equal opportunities employer and welcome applications from all qualified candidates. If you need accommodation due to a disability to complete an employment application, or during any phase of the hiring process, please contact us at vcom with the subject line: "Disability Accommodation Request".
