Payroll Customer Service Operator

Do you have passion for excellent Customer Service? Are you enthusiastic and proactive with your approach to work?
The Payroll Customer Service Operator is responsible for providing experienced Payroll support to our clients; the successful applicant will be required to maintain service delivery in accordance with the Trust/Client Organisation Standing Financial Instructions, NHS Terms and Conditions of Service, Statutory Legislation, Pension Legislation, Contract & SLA and Internal Office Procedures.
The successful applicant will work as part of the Service Desk providing experienced support on Payroll Queries received (via Telephone and Email) from our client's employees (NHS Staff) applying the knowledge gained to assist in resolution.
The successful applicant we are looking for will need to demonstrate the following skills during the interview process: -, This is in a fast-paced environment where you will never struggle to find a task that requires completion. You will support Payroll Services as well as the Customer Service Clerks by receiving, delegating and resolving queries from our client base; you will be working within our second-line support team and be expected to handle and assist on queries alongside the first-line team. You will hold knowledge and initiative to assist on the more complex issues. You will be expected to work collaboratively with the first-line team during peak periods.
You will engage with the NHS workforce through telephone, email and self-service portal requests; it is of importance that you have a passion for customer service and strive to provide excellent service.
Your input will influence each NHS employee that you deal with, as will your output; not only is it important to provide our clients with a good service but it is also of importance to ensure the information you are taking is of course concise, correct and easy to understand in order to make the Payroll Department run as efficiently as possible and to a boost customer satisfaction.
You will use our internal systems daily, it is of importance that you become an expert on how to use this; support will be provided to ensure you are competent.
The department works collaboratively to achieve the same goals, you will assist with development and implementation of initiatives within the team, service and the wider client base., + The successful applicant will provide experienced telephone support to all Payroll Client organisations.
+ To provide experienced email support to all Payroll Client organisation in the form of sending and allocating.
+ Review, respond and close basic/complex queries received over the telephone by referencing the frequently asked questions (FAQ's) database.
+ Where complex queries are received, the post holder will evaluate (can this be handled by yourself?) and allocate requests to Payroll Officers if required.
+ The successful applicant will provide experienced telephone support to the Client Employees in the use and navigation of the Payroll Self Service Portal.
+ Maintain a strong working relationship with all our nationwide Trusts & internally to ensure our focus of achieving a high level of customer satisfaction is consistently adhered to.
+ Provide experienced administrative support to the Payroll Department in respect of issuing internal and outgoing post, referring internal documents to the appropriate staff and ensuring outgoing mail is completed in a timely manner.
+ Assist with departmental Training & Development, help with training your peers alongside your Team Leaders & Supervisor.
+ Seek out Improvements to the Organisation in line with Continuous Improvement
+ To use a flexible working approach, this involves assisting colleagues in covering any absences.
+ Ensure all Mandatory Training is kept up to date along with attending internal training sessions to assist in developing a good knowledge of all Payroll Policies & Procedures.
+ Continue own personal development in knowledge of NHS Payroll to provide our customers with the best support we can provide.
Thanks for taking the time to view this advert; we're looking forward to receiving your application. You should be aware that the vacancy may close earlier than the published date if sufficient applications are received so it would be best to apply as soon as you can. We'll contact you by e-mail to update you on the progress of your application so please check the e-mail account that you applied from (including spam/junk) regularly.
We are committed to promoting equality of opportunity, celebrating and valuing diversity and eliminating any form of unlawful discrimination across our workforce, ensuring our people are truly representative of the communities we serve. All individuals regardless of race, age, disability, ethnicity, nationality, gender, gender reassignment, sexual orientation, religion or belief, marriage and civil partnership, neurodiversity or veteran status are encouraged to apply for this post. Our Statement on the Recruitment of Ex-Offenders is available Here
To support you in your application process we've created a What we can offer you guide that shows what you can expect when you join our hospitals. The guide includes links to our strategic aims and objectives as well as our values, development support and rewards and benefits. To help you get the best from your application we've also put together two guides to help you make your application the best it can be. Just click here and here to go through them, or have them open as you complete your application.
We recognise that the recruitment process may present barriers for some and you may need personal adjustments to enable you to participate in our recruitment process. Please make contact with the recruitment team at the earliest opportunity to ensure that measures can be put in place to enable your application for this post.
Use of Artificial Intelligence (AI) when writing job applications
If you choose to use AI or other tools to assist in writing your application, it's essential to personalise this information, particularly your supporting information section. While AI can help streamline the writing process, these tools cannot fully grasp the context or requirements of the job you're applying for. There is also a risk that it can generate false or misleading information.
AI-generated job applications can often be generic, impersonal and may not accurately reflect your qualifications, knowledge, skills, and experiences. It is crucial that you personalise your supporting statement by articulating these in your unique voice. Relying solely on AI to write your application or supporting information section is not advocated by Lancashire Teaching Hospitals and could negatively impact your chances of success in the application process.
We have added a disclaimer to our application process advising that the use of AI is monitored and if applicants have used it then they are required to declare this.
Supporting Information
The supporting information section is an opportunity for you to showcase how your qualifications, knowledge, skill and experiences align with the requirements and criteria outlined in the job description and person.
Our recruiting managers score applications based on the criteria listed in the person specification. They will be looking for evidence of how you meet these criteria. To increase your chances of securing an interview, provide examples of how you have applied your skills and knowledge in real-life situations. Share work-related successes and challenges you've navigated that align with the criteria. These could be from various aspects of your life, including work, education, and personal experiences.
Consider structuring your supporting information section with clear headings or bullet points. This approach will help both you and the recruiting manager navigate through your application more effectively.
Working Smarter pledge
We are reminded everyday of how important life is, so as part of our Working Smarter pledge we offer a variety of flexible working options and wellbeing support to enable our people to find and maintain the right work-life balance.
Secondments
If you are applying for a secondment role please ensure you have agreement from your current line manager prior to attending an interview. Also please ensure you have read the LTHTR Secondment Policy. A copy of this can be found on the intranet or by contacting [email protected]
Young People
Please note a young person must be in part-time education or training until they're 18. therefore if you are under 18 we are unable to employ you on a full time basis, unless it is in an apprenticeship role.
Disclosure and Barring Service checks
If the role you've applied for requires a Disclosure and Barring Services (DBS) check we will administer this on your behalf and the cost will be recovered from your salary, either as a one-off payment, or over 3 months. The level of check required depends on the role that you have been offered. Currently the charges are - Basic DBS check £22, Standard DBS check £22 and Enhanced DBS check £42. You should be aware that if you are successful in obtaining a position that requires a DBS check but later withdraw your application, you may be required to reimburse the cost of the DBS check. DBS checks remain free of charge for volunteer positions. The DBS Code of Practice can be accessed here.
In line with guidance from United Kingdom Health Security Agency, all staff and volunteers are required to comply with Trust Infection Prevention and Control processes in relation to safe working. This includes mask wearing and adherence to social distancing at all Trust sites.

+ Strong Customer Service Skills.
+ Exceptional Keyboard/Written Skills.
+ Organisation.
+ Flexible ways of working.
+ Willingness to Learn & Adapt.
+ Ability to work under pressure/Using own initiative.
+ Proficiency in Microsoft Systems.
+ Able to assist with Training/Development.
+ Knowledge of Payroll Procedures.
+ Ability to work Independently.
+ Take ownership & establish good relationships with customers/peers., The role is for someone who enjoys a challenge, working within a Payroll Organisation is most suited for someone who thrives in a fast-paced environment. We have tight deadlines that we must adhere to, it is of imperative importance that as an organisation we keep on top of this.
You will join a strong and dedicated team who work hard to meet the requirements of the business and our clients. The satisfaction of knowing you played your part in helping the NHS workforce look after patients is what will drive you the most.
We will assist you in developing and honing your skill set, give you opportunities to try new things and actively encourage you to challenge us to see if our processes and approach can be reviewed and improved for the better.