Swydd wag: Senior Payroll Customer Service Operator, Lancashire Teaching Hospitals NHS Foundation Trust, Darwen

Crynodeb o'r swydd

Prif leoliad: Payroll / Customer Services
Gradd: Band 4
Contract: Parhaol
Oriau: Llawnamser - 37.5 awr yr wythnos
Cyfeirnod y swydd: 438-PB1977

Cyflogwr: Lancashire Teaching Hospitals NHS Foundation Trust
Math o gyflogwr: NHS
Gwefan: ELFS Business Services
Tref: Darwen
Cyflog: £25,147 - £27,596 Per Annum, Pro rata
Cyfnod cyflog: Yn flynyddol
Yn cau: 28/07/2024 23:59
Dyddiad y cyfweliad: 08/08/2024

Senior Payroll Customer Service Operator

Band 4

Swydd ddisgrifiad a phrif gyfrifoldebau manwl

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.

Manyleb y person

Qualifications & Education

Meini prawf hanfodol

GCSEs in Mathematics & English at Grades A* - C (9-4) or equivalent qualifications/experience.
Qualification/Experience in Business Administration / Customer Service

Meini prawf dymunol

GCSEs in 3 other subjects A*-C or equivalent.

Knowledge & Experience

Meini prawf hanfodol

Proficient of Microsoft Office Applications.
Customer Service Experience.
Query Management Experience.
Knowledge of Payroll Services.

Meini prawf dymunol

Experience of working in the NHS.
Experience in being a Team Leader.

Thanks for taking the time to view this advert; we’re looking forward to receiving your application. You should be aware that the vacancy may close earlier than the published date if sufficient applications are received so it would be best to apply as soon as you can. We’ll contact you by e-mail to update you on the progress of your application so please check the e-mail account that you applied from (including spam/junk) regularly.

We are committed to promoting equality of opportunity, celebrating and valuing diversity and eliminating any form of unlawful discrimination across our workforce, ensuring our people are truly representative of the communities we serve. All individuals regardless of race, age, disability, ethnicity, nationality, gender, gender reassignment, sexual orientation, religion or belief, marriage and civil partnership, neurodiversity or veteran status are encouraged to apply for this post. Our Statement on the Recruitment of Ex-Offenders is available Here

To support you in your application process we’ve created a What we can offer you guide that shows what you can expect when you join our hospitals. The guide includes links to our strategic aims and objectives as well as our values, development support and rewards and benefits. To help you get the best from your application we’ve also put together two guides to help you make your application the best it can be. Just click here and here to go through them, or have them open as you complete your application.

We recognise that the recruitment process may present barriers for some and you may need personal adjustments to enable you to participate in our recruitment process. Please make contact with the recruitment team at the earliest opportunity to ensure that measures can be put in place to enable your application for this post.

Use of Artificial Intelligence (AI) when writing job applications

If you choose to use AI or other tools to assist in writing your application, it's essential to personalise this information, particularly your supporting information section. While AI can help streamline the writing process, these tools cannot fully grasp the context or requirements of the job you’re applying for. There is also a risk that it can generate false or misleading information.

AI-generated job applications can often be generic, impersonal and may not accurately reflect your qualifications, knowledge, skills, and experiences. It is crucial that you personalise your supporting statement by articulating these in your unique voice. Relying solely on AI to write your application or supporting information section is not advocated by Lancashire Teaching Hospitals and could negatively impact your chances of success in the application process.

We have added a disclaimer to our application process advising that the use of AI is monitored and if applicants have used it then they are required to declare this.

Supporting Information

The supporting information section is an opportunity for you to showcase how your qualifications, knowledge, skill and experiences align with the requirements and criteria outlined in the job description and person.

Our recruiting managers score applications based on the criteria listed in the person specification. They will be looking for evidence of how you meet these criteria. To increase your chances of securing an interview, provide examples of how you have applied your skills and knowledge in real-life situations. Share work-related successes and challenges you’ve navigated that align with the criteria. These could be from various aspects of your life, including work, education, and personal experiences.

Consider structuring your supporting information section with clear headings or bullet points. This approach will help both you and the recruiting manager navigate through your application more effectively.

Working Smarter pledge

We are reminded everyday of how important life is, so as part of our Working Smarter pledge we offer a variety of flexible working options and wellbeing support to enable our people to find and maintain the right work-life balance.

Secondments

If you are applying for a secondment role please ensure you have agreement from your current line manager prior to attending an interview. Also please ensure you have read the LTHTR Secondment Policy. A copy of this can be found on the intranet or by contacting [email protected]

Young People

Please note a young person must be in part-time education or training until they’re 18. therefore if you are under 18 we are unable to employ you on a full time basis, unless it is in an apprenticeship role.

Disclosure and Barring Service checks

If the role you’ve applied for requires a Disclosure and Barring Services (DBS) check we will administer this on your behalf and the cost will be recovered from your salary, either as a one-off payment, or over 3 months. The level of check required depends on the role that you have been offered. Currently the charges are - Basic DBS check £22, Standard DBS check £22 and Enhanced DBS check £42. You should be aware that if you are successful in obtaining a position that requires a DBS check but later withdraw your application, you may be required to reimburse the cost of the DBS check. DBS checks remain free of charge for volunteer positions. The DBS Code of Practice can be accessed here.

In line with guidance from United Kingdom Health Security Agency, all staff and volunteers are required to comply with Trust Infection Prevention and Control processes in relation to safe working. This includes mask wearing and adherence to social distancing at all Trust sites.

NO UNSOLICITED ADVERTISING COMPANY APPROACHES

For more information about the Trust take a look at our Application Guide or visit our website www.lancsteachinghospitals.nhs.uk You can also keep up to date with us on Facebook, Twitter, Linked In and Instagram.

We look forward to hearing from you soon!