Senior Payroll Services Advisor

Job Description

The Payroll Services Team serve 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, businessoperating blueprint and customer success standards (including case creation, information request, data entry, reports and associated processes) and the agreed service levels.Key Responsibilities:

• 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.
• Record contact with the client via case management tools.
• Categorises and prioritises queries, requests and issues.
• Ensure that all queries and requests are dealt with at first point of contact or escalated in the agreed lines of responsibility.
• Prioritise and respond to queries and requests whilst maintaining awareness of the contractual SLAs and customer policies to be adhered to.
• Escalate trends of pay/service impacting issues identified on incoming calls and emails/cases.
• Promptly raise technical issues that could potentially be pay impacting.
• Flag discrepancies in payroll/HR communication that is driving an increase in call/case volumes.
• Support in answering complex HR and payroll queries, communicating directly with our customers and internal stakeholders accurately, in a timely manner and within agreed SLAs.
• Provide coaching, support and help to colleagues and our customers by ensuring that the information provided is clear, accurate and consistent, as well as supporting improved ways of working, ultimately enhancing the payroll by helping to reduce errors,reduce call and case demand and improve the customer experience.
• Ensure enough coverage is in place to meet minimum grade of service, abandonment and other appropriate service levels.
• Assist managers in team adherence to scheduled breaks.
• Monitor the individual workflow outlining volumes and time required to complete.
• Check back at agreed time to ensure volume is completed. Agree on feedback process if agents cannot complete volumes.
• Run and provide daily, weekly and monthly management information.
• Support with quality assurance and NPS analysis and follow up.
• Analyse and solve customers questions, problems and / or requests.
• Processes inquiries.

The Senior Payroll Services Advisor will be responsible for the overall quality, accuracy, compliance and timeliness of services delivered to our customers whilst also providing support for complex queries and escalations and providing coaching support toteam members.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 organized 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.

About Us:With over 50 years experience and almost 2,000 employees we serve over 5 million of our customers employees and process in excess of 60 million payslips a year.As a business we offer real-time recruitment, onboarding, talent and performance management services to over 600 customers via our powerful and integrated ResourceLink software.Were trusted by leading businesses throughout the UK and Ireland to help them with their most important resource - their people. We master what we do with a third of the FTSE 100, two thirds of the top 10 retailers and a third of all UK councils as ourcustomers.

Keyskills :
Customer ServiceMicrosoft ExcelCustomer SuccessUK TaxPayroll Services