Job summary
- Main area
- Payroll/Customer Services
- Grade
- Band 3
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week
- Job ref
- 438-PB1945
- Employer
- Lancashire Teaching Hospitals NHS Foundation Trust
- Employer type
- NHS
- Site
- ELFS Business Services
- Town
- Darwen
- Salary
- £22,816 - £24,336 Per Annum, Pro rata
- Salary period
- Yearly
- Closing
- 28/07/2024 23:59
- Interview date
- 06/08/2024
Employer heading
Payroll Customer Service Operator
Band 3
Job overview
Do you have passion for excellent Customer Service? Are you enthusiastic and proactive with your approach to work?
The Payroll Customer Service Operator is responsible for providing experienced Payroll support to our clients; the successful applicant will be required to maintain service delivery in accordance with the Trust/Client Organisation Standing Financial Instructions, NHS Terms and Conditions of Service, Statutory Legislation, Pension Legislation, Contract & SLA and Internal Office Procedures.
The successful applicant will work as part of the Service Desk providing experienced support on Payroll Queries received (via Telephone and Email) from our client’s employees (NHS Staff) applying the knowledge gained to assist in resolution.
The successful applicant we are looking for will need to demonstrate the following skills during the interview process: -
- Strong Customer Service Skills.
- Exceptional Keyboard/Written Skills.
- Organisation.
- Flexible ways of working.
- Willingness to Learn & Adapt.
- Ability to work under pressure/Using own initiative.
- Proficiency in Microsoft Systems.
- Able to assist with Training/Development.
- Knowledge of Payroll Procedures.
- Ability to work Independently.
- Take ownership & establish good relationships with customers/peers.
Main duties of the job
This is in a fast-paced environment where you will never struggle to find a task that requires completion. You will support Payroll Services as well as the Customer Service Clerks by receiving, delegating and resolving queries from our client base; you will be working within our second-line support team and be expected to handle and assist on queries alongside the first-line team. You will hold knowledge and initiative to assist on the more complex issues. You will be expected to work collaboratively with the first-line team during peak periods.
You will engage with the NHS workforce through telephone, email and self-service portal requests; it is of importance that you have a passion for customer service and strive to provide excellent service.
Your input will influence each NHS employee that you deal with, as will your output; not only is it important to provide our clients with a good service but it is also of importance to ensure the information you are taking is of course concise, correct and easy to understand in order to make the Payroll Department run as efficiently as possible and to a boost customer satisfaction.
You will use our internal systems daily, it is of importance that you become an expert on how to use this; support will be provided to ensure you are competent.
The department works collaboratively to achieve the same goals, you will assist with development and implementation of initiatives within the team, service and the wider client base.
Working for our organisation
The role is for someone who enjoys a challenge, working within a Payroll Organisation is most suited for someone who thrives in a fast-paced environment. We have tight deadlines that we must adhere to, it is of imperative importance that as an organisation we keep on top of this.
You will join a strong and dedicated team who work hard to meet the requirements of the business and our clients. The satisfaction of knowing you played your part in helping the NHS workforce look after patients is what will drive you the most.
We will assist you in developing and honing your skill set, give you opportunities to try new things and actively encourage you to challenge us to see if our processes and approach can be reviewed and improved for the better.
Detailed job description and main responsibilities
- The successful applicant will provide experienced telephone support to all Payroll Client organisations.
- To provide experienced email support to all Payroll Client organisation in the form of sending and allocating.
- Review, respond and close basic/complex queries received over the telephone by referencing the frequently asked questions (FAQ’s) database.
- Where complex queries are received, the post holder will evaluate (can this be handled by yourself?) and allocate requests to Payroll Officers if required.
- The successful applicant will provide experienced telephone support to the Client Employees in the use and navigation of the Payroll Self Service Portal.
- Maintain a strong working relationship with all our nationwide Trusts & internally to ensure our focus of achieving a high level of customer satisfaction is consistently adhered to.
- Provide experienced administrative support to the Payroll Department in respect of issuing internal and outgoing post, referring internal documents to the appropriate staff and ensuring outgoing mail is completed in a timely manner.
- Assist with departmental Training & Development, help with training your peers alongside your Team Leaders & Supervisor.
- Seek out Improvements to the Organisation in line with Continuous Improvement
- To use a flexible working approach, this involves assisting colleagues in covering any absences.
- Ensure all Mandatory Training is kept up to date along with attending internal training sessions to assist in developing a good knowledge of all Payroll Policies & Procedures.
- Continue own personal development in knowledge of NHS Payroll to provide our customers with the best support we can provide.
Person specification
Qualifications & Education
Essential criteria
- GCSEs in Mathematics & English at Grades A* - C (9-4) or equivalent qualifications/experience.
- Qualification in Business Administration / Customer Service
Desirable criteria
- GCSEs in 3 other subjects A*-C or equivalent.
Knowledge & Experience
Essential criteria
- Knowledge of Microsoft Office Applications.
- Experience of working within an office environment.
- Experience of handling phone call / email queries.
- Customer Service Experience.
- Query Resolution Experience.
Desirable criteria
- Knowledge of Payroll Procedures.
Employer certification / accreditation badges
Documents to download
Further details / informal visits contact
- Name
- Liam Jackson
- Job title
- Service Desk Supervisor
- Email address
- [email protected]
- Telephone number
- 01254 786010
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