To assist the daily management of all 1st line support activities to ensure optimum service to clients. Acting as a point of escalation for team representatives and clients for any payroll related queries or associated product information. Providing continual communication and coordination of functional activities with internal departments. To provide support and management information to the 1st line Team Manager to ensure effective client support.

KEY OBJECTIVES:
To work to ensure all agreed Service Level Agreements (SLA’s) are adhered to
To assist with the daily activities of the team to ensure delivery of optimal service and the improvement of client retention and satisfaction
To agree resolution dates with clients and follow ups until completion.
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. To work with other team members to offer business contingency and flexibility across all products as required
To make sure that current payroll and all product systems are understood and utilised appropriately
To provide cover during Team Manager absences to ensure business continuity and continuous reporting
To ensure compliance to the performance management process. To identify training needs of team members ongoing and to feedback to Team Manager
To be the first point of escalation for the team with client enquiries
To hold regular 1:1’s with team representatives for feedback into Team Manager for quarterly reviews
To be responsible for collecting and reporting service statistics to Team Manager for input into the monthly reporting mechanism
To carry out sampling of work as part of the quality programme on a monthly basis. 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 as appropriate for further investigation and to ensure follow up until closure of incident

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. Self-motivated, flexible, adaptable, and team player. Ability to lead a team and provide ongoing support. Able to work under own initiative.

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

PLEASE ONLY APPLY IF YOU LIVE WITHIN A COMMUTABLE DISTANCE OF CHERTSEY, SURREY.




CONTACT
Paul  Telephone: 01932 569211

Copperfield Recruitment Ltd
104 Guildford Street
Chertsey
Surrey
KT16 9AH