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Customer Support Specialist - Payroll
We are seeking a dedicated Customer Support Specialist with payroll expertise to join our team. The successful candidate will be responsible for managing customer contacts, resolving complex issues, and ensuring compliance with payroll standards.
Key Responsibilities:
1. Handle, manage, resolve, and log payroll customer contacts received through various support channels in a professional and timely manner.
2. Liaise with internal and external partners to resolve issues and facilitate smooth transactions for customers.
3. Provide technical guidance on payroll processes, education, and statutory obligations.
4. Resolve complex cases and coach team members for future case handling.
5. Manage technical product queries by identifying root causes and delivering effective solutions.
6. Serve as an escalation point for member queries and complaints related to payroll services.
7. Drive continuous improvement initiatives to enhance pension services.
8. Develop and support Customer Service Plans and strategies for assigned projects.
9. Maintain compliance with quality, regulatory standards, and statutory reporting obligations.
10. Assist in training and mentoring new team members.
Candidate Requirements:
* Minimum of 3 years’ payroll experience in a similar role.
* Professional payroll qualification (e.g., Chartered Institute of Payroll Professionals or equivalent).
* Educated to A Level, with A*-C grades in English Language and Maths GCSEs.
* Strong problem-solving skills, including handling unexpected issues.
* Technical proficiency with various software products.
* Ability to work independently and as part of a team.
* Decision-making skills and innovative problem-solving abilities.
* Positive attitude and professionalism in a busy environment.
* Excellent verbal and written communication skills.
* Ability to remain calm and effective under pressure.
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