Develops and maintains effective Client communications in order to resolve more complex issues relating to payroll legislation, product capability and client product knowledge. Ensures that the client is utilising appropriate processing procedures and advises client contacts on payroll best practices and to assist the effective transition of all new business to streamline current service solutions.

KEY OBJECTIVES:
To work to ensure all agreed Service Level Agreements (SLA’s) are adhered to
To provide support to the daily activities of the 1st line team and ensure delivery of optimal service and the improvement of client retention and satisfaction
To work to resolve all queries within 48 hrs wherever possible and to provide regular updates for subsequent follows up by 1st line as appropriate
To help identify any personal training requirements with the line manager to ensure knowledge levels are kept up-to-date and in line with any business changes. To work with other team members to offer business contingency and flexibility across all products as required
To make sure that current payroll and all product systems are understood and utilised appropriately

KEY DUTIES/TASKS:
Serves as client liaison in supporting other teams providing professional communications in answering questions regarding payroll, product and all supporting systems
Continues to update own knowledge through available resources to ensure familiarity on all new product releases and legislative changes
Takes ownership to ensure all phone calls, emails, faxes are fully investigated and recorded through to completion. Responsible for all escalated enquiries as appropriate for further investigation and to ensure follow up until closure of incident. To continually keep others updated with progress of status on incidents requiring further work to resolve to effectively manage client expectations
To ensure all incidents are logged. Research and respond to all queries on all products in a timely manner. Liaises with technical to establish progress with development changes
To update changes to existing documentation in line with business process re-engineering projects to support internal training
To support all changes to clients payroll into production as required.e.g. test of patches and upgrades

SKILLS AND KNOWLEDGE:
Has good understanding of all business processes to be performed within the team. Has excellent communication and interpersonal skills. Ability to identify when the escalation process is required. Ability to work in a proactive manner with the confidence to be professional, reacting to both planned and unplanned events. Ability to effectively interact across all departments to ensure clients needs are met. Has the ability to work well under pressure meeting strict deadlines. Has excellent Excel, import facilities, report writer skills

EDUCATION AND EXPERIENCE:
Experience in customer service industry and telephone handling an advantage. Minimum of 1yr payroll experience preferable. Good general education

PLEASE ONLY APPLY IF YOU LIVE WITHIN A COMMUTABLE DISTANCE OF CHERTSEY, SURREY.




CONTACT
Paul  Telephone: 01932 569211

Copperfield Recruitment Ltd
104 Guildford Street
Chertsey
Surrey
KT16 9AH