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Sunday, 20 May 2018 15:23 GMT

Job Details

Job Title:1st Line Support Team Rep
Description:1st Line Support Team Rep - Surrey, Surrey JOB PURPOSE: Develops and maintains effective Business/Client communications in order to resolve issues relating to payroll legislation, product capability and client product knowledge. Ensures that the client is utilising appropriate processing procedures and advises client contacts on payroll best practices. KEY OBJECTIVES: 1. To work to ensure all agreed Service Level Agreements (SLA's) are adhered to 2. To assist with the daily activities of the 1st line team to ensure delivery of optimal service and the improvement of client retention and satisfaction 3. To agree resolution dates with clients and follow ups until completion. 4. To help identify any personal training requirements with the line manager to ensure knowledge levels are kept up-to-date and in line with any business changes 5. To work with other team members to offer business contingency and flexibility across all products as required 6. To research and modify are systems to meet clients' specific needs 7. To make sure that current payroll and all product systems are understood and utilised appropriately 8. To proactively monitor and manage the end of day email process for payroll commits 9. To assist the process in managing change requests for clients as relevant to specific products KEY DUTIES/TASKS: · Serves as client liaison within company providing professional communications in answering client questions regarding payroll, product and all supporting systems · Continues to update own knowledge through available resources to ensure familiarity on all new product releases and legislative changes · Takes ownership to ensure all client phone calls, emails, faxes are fully investigated and recorded through to completion · Responsible for escalating any enquiry to 2nd line or PCS as appropriate for further investigation and to ensure follow up until closure of incident · To continually keep client updated with progress of status on incidents requiring further work to resolve to effectively manage client expectations · To ensure all incidents are logged and client provided with a CRN number to support our tracking process and reporting mechanism · To act as contingency for other client services support teams as business demand dictates · Performs other duties as required and as business dictates SUPERVISORY RESPONSIBILITIES: Not Applicable to this role SKILLS AND KNOWLEDGE: · Has good understanding of all business processes to be performed within the team · Has excellent communication and interpersonal skills · Ability to identify when the escalation process is required · Ability to work in a proactive manner with the confidence to be professional, reacting to both planned and unplanned events. · Ability to effectively interact across all departments to ensure clients needs are met · Has the ability to work well under pressure meeting strict deadlines · Able to follow a structured process to determine the root cause of problems and identify follow up actions as relevant · Able to prioritise own workloads · Professionally represents ADP with all client interactions at all times · Self-motivated, flexible, adaptable, and team player · Able to work under own initiative without supervision EDUCATION AND EXPERIENCE: Must have proven experience in customer service industry and telephone handling 2yrs payroll experience preferable but not essential Good general education Also an effective communicator with focus on customer service improvements PC literate and numerate
Salary Range:19000/annum £19000
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