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 service and the required results to support KPI's by maintaining the key responsibilities.
Client Details
They are proud members of the NHS family based in Southampton, they provide finance & accounting, digital, procurement and workforce services to more than half the NHS in England, and our solutions are underpinned by cutting-edge technologies and our team's expertise, in-depth understanding of the NHS, and commitment to service excellence.
Description
The key responsibilities for the Customer Service 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.
- 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
- Compliance to Departmental Internal Controls and the financial framework determined by the Client.
Profile
The successful candidate for the Customer Service is someone with the following:
- 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 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
- Experience with handling telephone calls and emails
- Previous Call Centre and Customer Service experience or working in a fast paced work environment
- Desirable Skills
Job Offer
The candidate for the Customer Service Process role will receive:
- Hybrid working
- competitive salary
- temp to perm potential