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Customer Excellence Specialist

Zellis
Job LocationRednal
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

About the roleThe Payroll Services Team serve several functions; to serve as a single point of contact for incoming enquiries from employees, managers or customer HR representatives delivering efficient and effective services in line with the statement of service, businessoperating blueprint and customer success standards (including case creation, information request, data entry, reports and associated processes) and the agreed service levels.Key responsibilities 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 telephone and other communication channels through the applicable case management tools.
  • Escalates trends of pay/service impacting issues identified on incoming calls and emails/cases.
  • Provides coaching, support and help to colleagues and our customers by ensuring that the information provided is clear, accurate and consistent.
  • Runs and provides daily, weekly and monthly management information.
  • Produces and supplies on request, reports and statistical information according to the agreed statement of service.
  • Monitors availability of telephony services to ensure enough coverage is in place to meet minimum grade of service, abandonment and other appropriate service levels, and to assist Managers in team adherence to scheduled breaks.
Skills and experience required
  • A good knowledge of payroll processing and legislation including, but not exclusively, UK tax codes and taxation; understanding a payslip; manual payments and calculations.
  • Working knowledge of Excel and word processing.
  • Working knowledge of simple ResourceLink payroll processing tasks and navigation.
  • Customer service, telephony and case management experience.
  • Quality assurance standards and how to deliver a great customer experience.
  • 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.
  • Experienced in delivering quality assurance and monitoring activities.
  • Listens attentively and summarises or asks questions, when needed, to clarify information.
  • Excellent written and verbal communication skills.
  • Well organised and planned, schedules time effectively and uses efficient work methods and tools.
  • Must have worked within a fast-paced pressurised service environment working to stretching service level agreements and key performance measures.
  • 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.
  • Proven experience of delivering excellent customer service.
About UsZellis is the leading provider of payroll and HR solutions for the UK & Ireland. Together with Benefex and Moorepay we form the Zellis Group, serving a vast array of companies across every vertical and industry. Our purpose is to make people feel appreciatedfor the work they do - through precision, choice, and magic.We have over 50 years of heritage and industry experience - and weve been ahead of the curve throughout. More than half a century ago, we were founded as Peterborough Data Processing. Quite a lot has changed since then - not least our name. We were acquiredby Northgate, becoming NorthgateArinso in 2007 and NGA Human Resources UK and Ireland in 2014, where we were joined by Moorepay. In 2018, the UK and Ireland division was sold to Bain Capital and now we operate as a standalone company, Zellis. After acquiringBenefex, were now even better equipped to serve the complex needs of our customers.Our vision is to be the clear leader in pay, reward, analytics, and people experiences. Were proud of our culture and we work hard to create an environment where people want to join, belong to, and be part of a progressive organisation. Our values, whichwere defined with input from all of our 2,000 colleagues, are not empty words on a poster:
  • Unstoppable together.
  • Always learning.
  • Make it count.

Keyskills :
Case ManagementService Level AgreementsCustomer SuccessPayroll Services

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