Customer Service Process Assistant

To be the first point of contact for all clients and their employees, providing a service that assists with timely and accurate payments. To carry out all tasks within SLA time scales, following procedures, ensuring audit trails are maintained and spot checked for compliance. Delivering excellent customer service and the required results to support KPI's by maintaining the key responsibilities.

Client Details

Our client is a highly recognised business, who are a proud members of the NHS family and market leaders in their field, they provide finance and accounting, digital, procurement, workforce, and bespoke support to more than half the NHS in England. Their office is based in Southampton.

Description

The key responsibilities for the Customer Service Process Assistant role are:

• Responsible for dealing effectively with queries from customers (both internal and external) by telephone, email or in person, at all times conveying a professional and efficient attitude following customer service standards.
• To resolve as many, if not all, queries as possible during the initial contact
• To be proactive to customer needs and actively participate in customer service improvement
• Achieving standards set within the SLA for KPI needs on behalf of all trusts
• To provide clear, concise and accurate information to clients, their employees and third parties ensuring at all times that a positive and professional manner is deployed.
• Follow the guidelines laid out under the Data Protection Act
• Be proactive in ensuring that payroll staff achieve Key Performance Indicators in respect of call resolution
• Maintain a basic awareness of statutory regulations in respect of National and Local deductions from pay such as PAYE and NI.
• To construct suitable responses to queries from staff, HMRC and other outside organisations verbal and written.
• Flexibly process multiple enquiries on multi customer payrolls.
• Adherence to NHS SBS internal policies

Profile

The successful candidate for the Customer Service Process Assistant is someone with the following:

Essential Skills

• Good standard of Education in English and Mathematics, preferably with GCSE level A-C, or NVQ 2 qualification in Payroll or Suitable experience in an office/payroll/finance environment
• The ability to work in a team
• Excellent Customer Service Skills
• Numerate and methodical
• Good pc skills, using Microsoft word, Excel and the ability to input from basic data source and produce basic spreadsheets
• The ability to multitask
• The ability to prioritise
• Basic understanding of Time Management.
• Understanding of performance targets
• Previous experience of working in an Customer service environment
• Experience with handling telephone calls and emails
• Previous Call Centre experience or working in a fast paced work environment

Desirable Skills

• Able to analyse situations and explain to individuals in a variety of ways where necessary
• Standard Health & Safety manual handling skill.
• Previous experience resolving basic pay enquiries
• Worked with a range of different terms and conditions
• Worked on a shared services platform before
• Basic understanding of Payroll processes and deadlines
• Has an awareness of the law relating to payroll (i.e. data protection)
• Aware of PAYE, National Insurance and NHS Pension Scheme

Job Offer

The candidate for the Customer Service Process Assistant role will receive:

• Competitive salary
• Hybrid working
• Benefits package