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Payroll Customer Service Clerk

3 months ago

Darwen, United Kingdom Lancashire Teaching Hospitals NHS Foundation Trust Full time

Job summary

Do you have passion for Customer Service? Are you enthusiastic and proactive with your approach to work? Do you have an interest in securing a role within a PayrollOrganisation?

The Payroll Customer Service Clerk is responsible for providing first line Payroll support to our clients; the successful applicant will learn and work to maintain service delivery in accordance with Trust/Client Organisation Standing Financial Instructions, NHS Terms and Conditions of Service, Statutory Legislation, Pension Legislation, Contract & SLA and Internal Office Procedures.

The successful applicant will work as part of the Service Desk providing assistance on Payroll Queries received (via Telephone and Email) from our client's employees (NHS Staff) as well as supporting your Payroll Colleagues. The role is seen as a starter position for someone interested in learning about Payroll from an NHS perspective.

The successful applicant will need to demonstrate the following skills during the interview process: -

Good Customer Service Skills. Good Keyboard/Written Skills. The importance of Organisation. Flexible ways of working. Willingness to Learn & Adapt. To learn how/Ability to work under pressure & using own initiative. Have experience in Microsoft Systems. Become embedded into our mission: - To deliver high quality, sustainable performance that enables our clients to save money, improve services and focus their support on front-line care to patients.

Main duties of the job

This role is in a fast-paced environment where you will never struggle to find a task which requires completion. You will support the Payroll Services Department by receiving, delegating and resolving queries from our nationwide client base; our second-line support team will be available to support, investigate and respond to more complex issues.

As part of this role, you will engage with the NHS workforce through telephone, email and self-service portal requests; it is of importance that you have a passion for customer service and strive to provide excellent service.

Your input will have major influence on each NHS employee that you deal with, as will your output; not only is it important to provide our clients with a good service but it is also of importance to ensure the information you are taking is of course concise, correct and easy to understand in order to make the Payroll Department run as efficiently as possible.

You will be using our internal systems daily, so it is of importance that you become an expert on how to use this; support will be provided to ensure you reach a fully capable position.

The department works collaboratively to achieve the same common goal, you will also help with the development and implementation of new initiatives within the service and the wider client base.

About us

The role is for someone who enjoys a challenge, working within a Payroll Organisation is most suited for someone who thrives in a fast-paced environment. We have tight deadlines that we must adhere to, it is of imperative importance that as an organisation we keep on top of this.

You will join a strong and dedicated team who work hard to meet the requirements of the business and our clients. The satisfaction of knowing you played your part in helping the NHS workforce look after patients is what will drive you the most.

We will assist you in developing and honing your skill set, give you opportunities to try new things and actively encourage you to challenge us to see if our processes and approach can be reviewed and improved for the better.

Job description

Job responsibilities

The successful applicant will provide first-line telephone support to all Payroll Client organisations.

To provide first-line email support to all Payroll Client organisation in the form of sending and allocating.

Review, respond and close basic queries received over the telephone by referencing the frequently asked questions (FAQs) database or knowledge received from internal training/procedure.

Where complex queries are received, the post holder will evaluate and allocate requests to Payroll Officers/seek advice from more experienced peers.

The successful applicant will provide telephone support to the Client Employees in the use and navigation of the Payroll Self Service Portal.

Maintain a strong working relationship with all our nationwide Trusts & internally to ensure our focus of achieving a high level of customer satisfaction is consistently adhered to.

Provide administrative support to the Payroll Department in respect of issuing internal and outgoing post, referring internal documents to the appropriate staff and ensuring outgoing mail is completed in a timely manner.

To adopt a flexible working approach, this involves assisting colleagues in covering any absences.

Become fully competent with the internal systems used on a daily basis.

Ensure all Mandatory Training is kept up to date along with attending internal training sessions to assist in developing a good knowledge of all Payroll Policies & Procedures.

Learn, understand and implement NHS Payroll and utiltise this knowledge in order to boost our service and upskill the department.

Person Specification

Qualifications / Employment History

Essential

GCSEs in Mathematics & English at Grades A* - C (9-4) or equivalent qualifications/experience

Desirable

GCSEs in 3 other subjects A* - C or equivalent Qualification in Business Administration / Customer Service

Knowledge & Experience

Essential

Knowledge of Microsoft Office Applications Experience of working within an office environment Experience of handling phone call / email queries

Desirable

Knowledge of Payroll Procedures Customer Service Experience Query Management/Resolution Experience