Payroll Customer Services Advisor

Peterborough

Job DescriptionRole: Payroll Customer Services AdvisorType: PermanentLocation Peterborough – UK Onsite Ready to utilize your experience in the UK Payroll process ? Are you passionate about UK Legislation ?Make a meaningful impact as a Payroll Customer Services AdvisorCareers at TCS: It means more TCS 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 RoleThe 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, 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 toolsRecord contact information with the client via case management toolsParticipation in Payroll processing whenever applicable and necessaryCategorizes and prioritizes queries, requests and issues and triage/transfer to L2, L3 teams as necessary.Participates in quality checks and Reporting.The role of the Payroll Services team is to ensure that all queries and requests are dealt with at the first point of contact or escalated in the agreed lines of responsibility. The Senior Payroll Services Advisor, in addition to the points above and below, 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 to team members.The Payroll Services Team must also prioritize and respond to queries and requests whilst maintaining awareness of the contractual SLAs and customer policies to be adhered to. The Payroll Services team needs to ensure they keep the management team aware of the following:Trends of pay/service impacting issues identified on incoming calls and emails/casesTechnical issues that could be potentially pay impactingDiscrepancies in payroll communication that drive an increase in call/case volumesAny other issues which can impact service levels , reputation and can cause adverse employee experienceKey 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 SLAsRecording contact with the client via case management toolsPromptly raising technical issues that could potentially be pay impactingFlagging discrepancies in payroll/HR communication that is driving an increase in call/case volumesMonitoring availability for telephony services to ensure enough coverage is in place to meet minimum grade of service, abandonment, and other appropriate service levelsMonitoring the individual workflow outlining volumes and time required to completeRunning and providing daily, weekly, and monthly management informationSupporting with quality assurance and NPS analysis and follow upProducing and supplying, on request, reports, and statistical information according to the agreed statement of serviceEscalates 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 calculationsExpert knowledge in MS office (Excel , word and PowerPoint )Working knowledge on Itrent or any payroll ERP payroll processing tasks and navigationCustomer Service, telephony and case management experience. Working experience in Genesys preferredQuality assurance standards and how to deliver a great customer experienceGood 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 anotherGood communicator and customer orientedListens attentively, and summarizes or asks questions, when needed, to clarify informationExcellent written and verbal communication skillsWell organized and planned, schedules time effectively and uses efficient work methods and toolsMust have worked within a fast-paced pressurized service environment working to stretching service level agreements and key performance measuresDetail 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 initiativeRewards & Benefits TCS 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 & WellbeingAt TCS, 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.If you are an applicant who needs accommodation due to a disability to complete an employment application, or during any phase of the hiring process, please contact us at [email protected] with the subject line: “Disability Accommodation Request”.Due to the high volume of applications, we will be unable to contact each applicant individually on the status of their application. If you have not received a direct response within 30 days, then it should be deemed unsuccessful on this occasion.Join us and do more of what matters. Apply online now.