1. Starting Immediately
2. 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 in being market leaders in their field, they provide finance and accounting, digital, procurement, workforce, and bespoke support to more than half the NHS in England.
Job Description
The key responsibilities for the Customer Service Assistant role is:
3. 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.
4. To resolve as many, if not all, queries as possible during the initial contact
5. To be proactive to customer needs and actively participate in customer service improvement
6. Achieving standards set within the SLA for KPI needs on behalf of all trusts
7. 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.
8. Follow the guidelines laid out under the Data Protection Act
9. Be proactive in ensuring that payroll staff achieve Key Performance Indicators in respect of call resolution
10. Maintain a basic awareness of statutory regulations in respect of National and Local deductions from pay such as PAYE and NI.
11. To construct suitable responses to queries from staff, HMRC and other outside organisations verbal and written.
12. Flexibly process multiple enquiries on multi customer payrolls.
13. Adherence to NHS SBS internal policies
14. Compliance to 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
15. 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
16. The ability to work in a team
17. Excellent Customer Service Skills
18. Numerate and methodical
19. Good pc skills, using Microsoft word, Excel and the ability to input from basic data source and produce basic spreadsheets
20. The ability to multitask
21. The ability to prioritise
22. Basic understanding of Time Management.
23. Understanding of performance targets
24. Previous experience of working in an Customer service environment
25. Experience with handling telephone calls and emails
26. Previous Call Centre experience or working in a fast paced work environment
Desirable Skills
27. Able to analyse situations and explain to individuals in a variety of ways where necessary
28. Standard Health & Safety manual handling skill.
29. Previous experience resolving basic pay enquiries
30. Worked with a range of different terms and conditions
31. Worked on a shared services platform before
32. Basic understanding of Payroll processes and deadlines
33. Has an awareness of the law relating to payroll (i.e. data protection)
34. Aware of PAYE, National Insurance and NHS Pension Scheme
What's on Offer
The candidate for the Customer Service Assistant role will receive:
35. Start Immediately
36. Temporary contract
37. Competitive Salary
38. Training provided
39. Hybrid working