Payroll Helpdesk Consultant

Recruiter
Miracle Dynamics
Location
Tewkesbury
Posted
14 Jul 2017
Closes
14 Aug 2017
Job role
Accountant
We are recruiting a Consultant to join our team on our Software help desk, your main priority will be to provide excellent customer service in a dynamic and demanding payroll/HR software support environment.

You will be expected to answer and resolve help desk calls on the Support desk for users of the Miracle group of products.

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PRINCIPAL RESPONSIBILITIES:

  • To give our customers a truly great customer care experience.
  • To record and maintain all support calls on a daily basis in a timely manner.
  • To resolve as many calls as possible at the point of contact.
  • To escalate calls to second and third line support as per the agreed service level agreements.
  • To identify ‘payroll critical’ situations that require immediate attention.
  • To manage the communication with customers regarding the state of their call(s).
  • To achieve tight service level agreements.
  • To provide support statistics to customers, resellers and the Management Team.
  • To identify and carry out actions that improves the customer experience.
  • To manage customer expectations.
NATURE AND SCOPE:

The position requires a sound interest in the issues relating to payroll and HR, with experience working with a variety of payroll processing software. Technical skills are relevant to the role, and full training will be provided on our product set but more important are good customer service skills.

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In addition the position demands a determination to provide a truly great customer experience.

It requires a methodical approach to problem solving, the ability to multi-task and a good customer relationship attitude. The ability to communicate and a good telephone manner is essential It is important the jobholder understands the business needs and requirements of the Company and ensures they carry out their duties in a manner that will have a positive effect on the business operation. Due to the pace of change within the company continuous self-development and formal training are encouraged.

Job Holder specification:

Essential:

• 1 year experience working within a payroll office
• Strong knowledge of PAYE legislation
• Knowledge of SMP, SSP, SPP, Student loans, pensions, attachment of earnings and deductions
• Experience of UAT on a payroll system, or some level of payroll testing experience
• Strong IT skills (Microsoft Outlook, Office, Excel, explorer) and experience using software packages
• Proven Excellent Communication Skills and Customer service skills
• GCSE Grade c or above in Maths & English

Desirable:

• General Ledger and journal reconciliation
• Hold higher education certifications in Customer Services
• Experience of working within a service desk or contact centre/Help
• Experience of using Web based Call logging systems
• Transferable skills such as Customer training experience, interpersonal, customer service etc.

Business Areas: Payroll

HR

Time & Attendance

P11d

This is a full time, permanent position, office based in Tewkesbury. Salary dependant on candidate.


This job was originally posted as www.totaljobs.com/job/75050689