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Customer service - helpdesk payroll

  • Location:

    Southampton, Hampshire

  • Sector:

    Contact Centre

  • Job type:


  • Salary:

    Up to £9.50 per hour

  • Contact:

    PSR Team

  • Contact email:

    [email protected]

  • Job ref:

    NHS SBS_1638380981

  • Published:

    about 2 months ago

  • Duration:

    Temp to Perm

  • Expiry date:


  • Startdate:


Job Description

Are you looking for new challenge or wanting a change in career but need to gain experience? A great opportunity to start your career in payroll, you will be part of a company that now appears as on the Great Place to work Best Workplaces list large organisations for 2021.

We are looking for a Customer Service - Helpdesk advisor to work in a busy payroll department in Southampton city centre.

Role Overview

  • To be the first point of contact for all clients and their employees, providing a service that assists with timely and accurate payments.
  • To carry out all tasks within SLA time scales, following procedures, ensuring audit trails are maintained and spot checked for compliance.
  • Delivering excellent customer service and the required results to support KPI's by maintaining the key responsibilities.
  • Dealing with highly sensitive and confidential personal information. The Employment Services Desk Operative reports to the Employment Services Desk Team Leader.
  • As the initial point of contact for all clients and a support service for the Payroll, Pensions and Recruitment Teams, the Employment Services Desk has to be knowledgeable and flexible in their approach.

Key Responsibilities

  • 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 organizations verbal and written.
  • Flexibly process multiple enquiries on multi customer payrolls.
  • Adherence to NHS SBS internal policies
  • Compliance to Departmental Internal Controls and the financial framework determined by the Client.

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 source and produce basic spreadsheets
  • The ability to multitask
  • The ability to prioritize
  • Basic understanding of Time Management.
  • Understanding of performance targets
  • Previous experience of working in an Customer service environment
  • Experience with handling telephone calls and emails
  • Previous Call Centre experience or working in a fast paced work environment

  • Temp hourly rate/annual salary: 9.50/hour, Monday to Friday 37.30 hours per week. This can become a temp to perm role.
  • Client Location: NHS SBS Southampton, Waterside House, Town Quay, Southampton. SO14 2AQ

*The successful candidate will be subject to a vetting, meaning a check for the last 3 years activity, either work/education/gaps of unemployment and IDs check.


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