Location: Solihull
Role Purpose
The Case Management Advisor – Payroll is responsible for managing employee and manager queries from receipt through to resolution, ensuring a high-quality customer experience while maintaining compliance with company policies, data protection requirements, and agreed service level agreements (SLAs).
The role serves as a key point of contact for Payroll, HR, Employee Relations, and Shared Services, providing guidance, advice, and end-to-end case management while maintaining accurate records within the case management system.
Key Responsibilities
Case Management
* Manage a portfolio of employee and manager cases from initial receipt through to resolution.
* Accurately log, categorise, prioritise, and update all cases within the case management system.
* Investigate and resolve enquiries in accordance with established procedures and service levels.
* Escalate complex cases to specialist teams where appropriate.
* Monitor open cases and proactively follow up to ensure timely resolution.
Customer Service
* Deliver a professional, responsive, and customer-focused service.
* Provide clear guidance and advice on payroll policies, processes, and system-related queries.
* Build effective working relationships with employees, managers, and key stakeholders.
* Manage customer expectations and provide regular updates on case progress.
Quality, Compliance & Governance
* Ensure all case handling activities comply with company policies, data protection legislation, and relevant employment regulations.
* Maintain accurate, complete, and auditable case records.
* Identify potential risks and escalate issues where appropriate.
* Support governance and compliance requirements through accurate documentation and record keeping.
Skills & Experience
Essential
* Experience in case management, customer service, HR, payroll, or a shared services environment.
* Strong problem-solving and investigative skills.
* Excellent written and verbal communication skills.
* Ability to manage multiple priorities and work to deadlines.
* Experience using case management or ticketing systems.
* High level of accuracy and attention to detail.
* Working knowledge of data protection and confidentiality requirements.
Desirable
* Experience supporting HR, Payroll, Time & Attendance, or Employee Relations processes.
* Knowledge of HR or case management systems such as SAP, SuccessFactors, ServiceNow, C4S, or similar platforms.
* Experience working within a Shared Services or Contact Centre environment.
* Understanding of continuous improvement methodologies
Salary description
£23.60 - £23.60 per hour