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Payroll Services Advisor

2 months ago

Peterborough, Peterborough, United Kingdom Tata Consultancy Services Full time
Job Description

Role: Payroll Services Advisor

Job Type: Fixed Term Contract - 6 Months

Location: UK Onsite

Seeking a Payroll Services Advisor to Utilize UK Payroll Process Expertise

Make a Meaningful Impact as a Payroll Services Advisor

Careers at Tata Consultancy Services: It Means More

Tata Consultancy Services is a purpose-led transformation company, built on belief. We do not just help businesses to transform through technology. We support them in making a meaningful difference to the people and communities they serve - our clients include some of the biggest brands in the UK and worldwide. For you, it means more to make an impact that matters, through challenging projects which demand ambitious innovation and thought leadership.

  • Be part of an exciting team where you will be challenged every day.
  • Work closely with the range of teams within the business to bring products to life.
  • Work with customers and identify opportunities to support their strategy and improve their processes across functions.

The Role

The Payroll Services Team serves 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/transfer to L2, L3 teams as necessary.
  • Participates in quality checks and Reporting.

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

Rewards & Benefits

Tata Consultancy Services 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 extensive training resources and discounts within the larger Tata network.

Diversity, Inclusion & Wellbeing

At Tata Consultancy Services, 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. Our diversity, inclusion and social activities include LGBTQ+ and mental health networks, as well as health and wellness initiatives and sports events (we even sponsor the London Marathon).

We are open to all and treat applications equally, regardless of ethnicity, disability, gender, age, sexual orientation, or beliefs.