Customer Service Advisor - Pay Services - Sheffield / Hybrid Working
Royal Mail Group
Sheffield, GB
1d ago

Job reference number 262963

Customer Service Advisor - Pay Services - Sheffield / Hybrid Working

Full time - 33 hours per week


Royal Mail, Pond Street, Sheffield, S98 6HR / Hybrid working

Salary starting from £20,927 p / a, but could rise to more than £27,000 p / a over time, dependent on achieving relevant qualifications

26 days annual leave, plus bank holidays

Annual & quarterly bonus scheme

Pension scheme

Perks and discounts & salary sacrifice benefits

Flexible working patterns

We have an exciting opportunity for a Customer Service Advisor to join Pay Services on a permanent basis.

Pay Services is made up of 100+ strong Customer Service Advisors responsible for maintaining and managing all aspects of employee records and pay information on our payroll system including basic pay, overtime, absences, tax, salary sacrifice, contracts, bonus schemes, recoveries, whilst complying with business policies, statutory and legal requirements.

We pride ourselves on delivering excellent customer service and with a wide customer base you’ll be contributing to this on a daily basis.

You’ll be part of a 5 days a week Monday Friday operation with typical core hours of attendance being between 8am 4pm although this can be flexible and may change in line with business requirements.

You’ll initially work in our main site in central Sheffield which is easily accessible via all transport links and then move to a hybrid home / office-based approach.

About the role

Pay Services consists of 9 processing teams with 100+ Customer Service Advisors that contribute to the completion of both weekly and monthly payrolls for 140,000 employees.

This role will involve working within the Bonus and Benefits team responsible for the delivery of Bonus calculations and payments to 140,000 employees and Flexible Benefits products for 23,000 employees.

In this role you will :

  • Process and maintain payroll data relating to Bonus and Benefits such as Bonus, Salary Sacrifice schemes, Share schemes and voluntary employee deductions.
  • Understand and accurately deliver Bonus and Benefit products to internal and external customer’s agreed requirements and ensure compliance with legal requirements and business policies
  • Respond to process specific queries received into the team to an excellent standard
  • Ensure service issues are raised through the appropriate channels in a timely manner
  • Raise areas for service improvement whenever identified
  • Take part in and contribute effectively at team meetings, discussions and 1-2-1 sessions
  • Take ownership of personal development and contribute to the development of the overall team
  • About You

    To be successful in this role, you will have the following skills and attributes :

  • Experience of employee related Benefits, in particular salary sacrifice arrangements and HMRC legislation
  • Excellent analytical & numerical skills with ability to manage and interpret large data sets. #A solid working knowledge of Excel is essential (Advanced Level)
  • Confident communication skills with ability to analyse, question and problem solve in order to resolve customer queries
  • Be able to demonstrate an ability to work on multiple tasks, prioritise workload and deliver to tight deadlines plus provide evidence of improving processes and the customer experience.
  • Ability to work flexibly and as part of a team
  • High standard of written communication and excellent interpersonal and telephone skills
  • General HR / Payroll / Finance administration experience and knowledge and experience of using HR / Payroll systems desirable but not essential
  • About Us

    At Royal Mail we connect companies, customers and communities across the country, delivering a one-price-goes-anywhere’, universal postal service to more than 30 million addresses.

    As one of the UK’s leading companies, we are focused on being recognised as the best delivery company in the UK and across Europe.

    We are an inclusive employer with equality, diversity and fairness at the heart of our values. We welcome applications from individuals from all different backgrounds and are committed to promoting fair participation and equality of opportunity for all of our job applicants.

    Previous applicants need not apply.

    For more information on Royal Mail Group and our values please click here : https : / / / content / About-Us / ?locale en GB

    Closing Date : 8th August 2022 . Please note, this advert may close early if the appropriate number of applications has been reached.

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