Starting Immediately
Local role based in Southampton
About Our Client
Michael Page is happy to announce that we are working with a well-established client based in Southampton. Our client prides itself on being market leaders in their field, providing finance and accounting, digital, procurement, workforce, and bespoke support to more than half of the NHS in England.
Job Description
The key responsibilities for the Customer Service Assistant role are:
* Responsible for dealing effectively with queries from customers (both internal and external) by telephone, email, or in person, at all times conveying a professional and efficient attitude following customer service standards.
* To resolve as many, if not all, queries as possible during the initial contact.
* To be proactive to customer needs and actively participate in customer service improvement.
* Achieving standards set within the SLA for KPI needs on behalf of all trusts.
* To provide clear, concise, and accurate information to clients, their employees, and third parties ensuring at all times that a positive and professional manner is deployed.
* Follow the guidelines laid out under the Data Protection Act.
* Be proactive in ensuring that payroll staff achieve Key Performance Indicators in respect of call resolution.
* Maintain a basic awareness of statutory regulations in respect of National and Local deductions from pay such as PAYE and NI.
* To construct suitable responses to queries from staff, HMRC, and other outside organisations, both verbal and written.
* Flexibly process multiple enquiries on multi-customer payrolls.
* Adherence to NHS SBS internal policies.
* Compliance with Departmental Internal Controls and the financial framework determined by the Client.
The Successful Applicant
The successful candidate for the Customer Service Assistant is someone with the following:
Essential Skills
* Good standard of Education in English and Mathematics, preferably with GCSE level A-C, or NVQ 2 qualification in Payroll or suitable experience in an office/payroll/finance environment.
* The ability to work in a team.
* Excellent Customer Service Skills.
* Numerate and methodical.
* Good PC skills, using Microsoft Word, Excel, and the ability to input from basic data sources and produce basic spreadsheets.
* The ability to multitask.
* The ability to prioritise.
* Basic understanding of Time Management.
* Understanding of performance targets.
* Previous experience of working in a customer service environment.
* Experience with handling telephone calls and emails.
* Previous Call Centre experience or working in a fast-paced work environment.
Desirable Skills
* Able to analyse situations and explain to individuals in a variety of ways where necessary.
* Standard Health & Safety manual handling skill.
* Previous experience resolving basic pay enquiries.
* Worked with a range of different terms and conditions.
* Worked on a shared services platform before.
* Basic understanding of Payroll processes and deadlines.
* Has an awareness of the law relating to payroll (i.e., data protection).
* Aware of PAYE, National Insurance, and NHS Pension Scheme.
What's on Offer
The candidate for the Customer Service Assistant role will receive:
* Start Immediately
* Temporary contract
* Competitive Salary
* Training provided
* Hybrid working
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