Executive HR -Helpdesk (Inbound calls & incidents)

Process / Role Specific Responsibilities:

• Handling calls and email incidents on payroll, workday.
• Participates in ongoing production processing and performs basic operational tasks under direct supervision.
• Be the first point of contact for all customers of Capita HR Solution, via varying communication channels, including phone, post and email
• Work as an integral member of the Employee and Payroll Administration Centre (EPAC) team ensuring the highest quality of accurate information and administration support.
• Assist/advise managers in the application of established procedures as defined within company policy
• Investigate and respond to queries through various communication channels as appropriate
• Be responsible for the input of data into computerised systems and the maintenance of accurate records of all client contacts and transactions working to 100% accuracy targets.
• Verify data entered into computerised systems is accurate.
• Provide administration support, including filing and the opening and distribution of post.
• Scan/process and attach pre-selected information on to computerised systems
• Provide support where needed on the processing and distribution of contractual information.
• Ensure that all work is carried out to meet individual KPIs and overall department SLAs
• Work closely with other departments and businesses to ensure a seamless, quality, customer focused service.

Skills, Knowledge and Experience

Essential

• Excellent administrator with a sound administration background
• High level of customer facing experience
• High level of customer services via Telephone and Email communication
• Experience of Customer Services and complaint Handling
• Ability to Work on Own utilising diplomacy and problem solving skills
• High level organizational skills
• High level influencing skills
• High level written and spoken communication skills
• High level numeric skills
• Meticulous attention to detail
• Excellent Microsoft skills including Outlook, Excel and Word etc
• Ability to cope in a high pressure busy environment whilst still remaining clam.

Desirable

• Knowledge and experience of HR and Payroll systems and processes
• Experience of Oracle Right Now CRM.