The role will cover a variety of elements from people and process management, improving processes and gaining time efficiencies, ensuring robust compliance procedures alongside guidance with our post-sale fulfilment activity for our clients Payroll, HR and Budgeting products; whilst delivering excellent customer experience with all outlined SLA's.
Key role responsibilities:
- Ensure all SLAs are met including but not limited to calls, chat, complaints, and escalations. Managing this dynamically between resource and teams when necessary.
- Management of any coaching support and delivery of performance using the agreed performance framework of Quality and Productivity against the teams KPI's.
- Work as triage between customer support teams and other business areas; liaising with product managers/engineers and Salesforce support to ensure customer impacting issues are managed and resolved in a timely fashion. Ensuring all relevant facts and information are recorded, effectively logged, and passed on to the relevant departments.
- Manage and deliver effective training plans and material for support; either directly, through the L&D team or via peer to peer.
- To identify and promote cross-skilling, process improvement and efficiency where possible.
- Build effective relationships with key stakeholders to ensure open communication and swift resolutions to customer impacting issues.
- Be an advocate for providing excellent customer support within the team to encourage first contact resolution.
- Monitor NPS feedback to identify issues and provide feedback to the team on comments and results.
- Authorise leave ensuring that service is factored into all approval decisions.
- Conduct monthly 1-1's with the team individually to ensure welfare and training needs are being met.
- Management of staff engagement through communications and Peakon feedback. Ensuring staff remain motivated and delivering a consistently high standard.
- Manage poor performance using the Disciplinary and Performance Improvement Procedure. Ensuring this is fully evidenced and documented.
- Responsible for all team training ensuring training materials are kept up to date. Including product improvements and policy changes.
- Ensure any technical or product issues are escalated to the relevant teams and monitored until resolved.
- Ensure GDPR processes are adhered to and all incidents are reported through the correct channels as per company policy.
- Report to the Head of Operations and attend Operational meetings to report on results and issues.
- Assist with recruitment when necessary.
Education and experience requirements:
- Minimum 2 years' experience as Payroll Manager or similar role.
- Ideally, have a professional payroll qualification (Chartered Institute of Payroll Professionals or similar.)
- Excellent customer service skills
- Proactive complaint resolution
- Excellent Team management skills and experience
- Ability to analyse data and translate that into measurable actions
- Acts on own intuition. Brings new ideas to the organization
- Ability to manage multiple tasks and priorities simultaneously
- Communicates clearly and confidently, both verbally and in writing