Job summary
- Main area
- Payroll / Customer Services
- Grade
- Band 4
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week
- Job ref
- 438-PB1977
- Employer
- Lancashire Teaching Hospitals NHS Foundation Trust
- Employer type
- NHS
- Site
- ELFS Business Services
- Town
- Darwen
- Salary
- £25,147 - £27,596 Per Annum, Pro rata
- Salary period
- Yearly
- Closing
- 28/07/2024 23:59
- Interview date
- 08/08/2024
Employer heading
Senior Payroll Customer Service Operator
Band 4
Job overview
You will be responsible for providing second line supervision over CS Operators & Clerks with the Team Leaders. You will maintain service delivery through experienced service to our clients, in accordance with the Trust/Client Organisation Standing Financial Instructions, NHS Terms and Conditions of Service, Statutory/Pension Legislation, Contract & SLA and Internal Office Procedures.
You will be part of the Service Desk Team ensuring our client’s requirements are met as the first point of call of ELFS Payroll. You will manage your own workload along with assisting your peers collaboratively, you need a good ability to work closely with others. You will be required to work independently, using your own initiative to resolve problems and communicate solutions effectively. You may also need to cover as Team Leader to support the Service Desk Supervisor.
You will need demonstrate the following skills during interview process: -
- Embedded into our mission: -
- To deliver high quality, sustainable performance that enables our clients to save money, improve services and focus their support on front-line care to patients.
- Exceptional Customer Service/Keyboard Skills.
- Ability to work under pressure and using initiative.
- Able to assist with Training and Development.
- Knowledge of Payroll Procedures.
- Providing second line support to peers.
- Able to work collaboratively with colleagues.
- Advocate of business change.
Main duties of the job
This role is in a fast-paced environment where there is always work to complete. You will support the Payroll Services Department by receiving, delegating and resolving queries from our nationwide client base; you will be responsible for assisting our Payroll CS Clerks/Payroll CS Operators but would be expected to apply a more experienced Payroll service. You will also directly support the Team Leaders with their daily duties and work collaboratively with them in noticing areas that require attention, delegating work across the team
As part of this role, you will engage with the NHS workforce through telephone, email and self-service portal requests; it is of importance that you have a passion for customer service and strive to provide excellent service.
Your input will have major influence on each NHS employee that you deal with, as will your output; not only is it important to provide our clients with a good service but it is also of importance to ensure the information you are taking is of course concise, correct and easy to understand in order to make the Payroll Department run as efficiently as possible in adherence to our Customer Service Level Agreements.
The department works collaboratively to achieve the same common goal, you will also help with the development and implementation of new initiatives within the service and the wider client base.
Working for our organisation
The role is for someone who enjoys a challenge, working within a Payroll Organisation is most suited for someone who thrives in a fast-paced environment. We have tight deadlines that we must adhere to, it is of imperative importance that as an organisation we keep on top of this.
You will join a strong and dedicated team who work hard to meet the requirements of the business and our clients. The satisfaction of knowing you played your part in helping the NHS workforce look after patients is what will drive you the most.
We will assist you in developing and honing your skill set, give you opportunities to try new things and actively encourage you to challenge us to see if our processes and approach can be reviewed and improved for the better.
Detailed job description and main responsibilities
- The successful applicant will provide direct support to all Payroll Client organisations, in the form of ensuring you and your peers are performing the required duties effectively.
- Being responsible for second line support and resolution of technical payroll queries as part of the Service Desk and sharing this knowledge across the Service desk team.
- Provide assistance and resolution to technical payroll queries escalating complex queries to the payroll officer if required.
- Review and respond to complex queries received over the telephone by referencing the frequently asked questions (FAQ’s) database along with implementing knowledge obtained.
- Maintain a strong working relationship with all our nationwide Trusts & internally to ensure our focus of achieving a high level of customer satisfaction is consistently adhered to.
- Provide experienced support to the Payroll Department in respect of issuing internal and outgoing post, referring internal documents to the appropriate staff, ensuring outgoing mail is completed in a timely manner.
- Take control of any issues raised and look to rectify/put precautions in place to prevent re-occurrence going forward with the assistance of the Service Desk Supervisor.
- Assist with departmental Training & Development, help with training your peers alongside the Service Desk Team Leaders/Service Desk Supervisor.
- Seek out Improvements to the Organisation in line with Continuous Improvement
- To use a flexible working approach, this involves assisting colleagues in covering any absences.
- Ensure all Mandatory Training is kept up to date along with attending internal training sessions to assist in developing a good knowledge of all Payroll Policies & Procedures.
- Work alongside your supervisor to ensure the team are fully adherent to any changes that are implemented by the organisation/trusts we work with.
- Ensure that all staff are always showing good professionalism to all customers no matter the circumstances and raising issues in the correct format so it can be dealt with correctly.
- Embed yourself within the Organisations Policies and Procedures and ensure staff adhere to the same.
- Lead by example, provide staff an example to look up towards and demonstrate this daily.
Person specification
Qualifications & Education
Essential criteria
- GCSEs in Mathematics & English at Grades A* - C (9-4) or equivalent qualifications/experience.
- Qualification/Experience in Business Administration / Customer Service
Desirable criteria
- GCSEs in 3 other subjects A*-C or equivalent.
Knowledge & Experience
Essential criteria
- Proficient of Microsoft Office Applications.
- Customer Service Experience.
- Query Management Experience.
- Knowledge of Payroll Services.
Desirable criteria
- Experience of working in the NHS.
- Experience in being a Team Leader.
Employer certification / accreditation badges
Documents to download
Further details / informal visits contact
- Name
- Liam Jackson
- Job title
- Service Desk Supervisor
- Email address
- [email protected]
- Telephone number
- 01254 786010
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