Payment Specialist
6 hours ago
Role Summary Under the general direction of the Division Team Lead, the Umbrella Payment Services Specialist will perform a variety of activities related to payroll including invoice processing, assessment of expenses and advising clients on tax rules relating to their payslips. You will have a great deal of client interaction via both phone and email. Additionally, you will support relationship management activities with our recruitment agency Partner Network and will work within the Umbrella Division towards the delivery of excellent customer experience. Working with colleagues on the Umbrella team, the position also contributes to the implementation and continuous improvement of organisational strategies, policies and overall client experience and services. You will need to be able to demonstrate a strong knowledge of and interest in payroll, finance and customer service. The role is very client and customer experience oriented. The successful candidate therefore must enjoy dealing with people and display natural customer service skills and excellent communication abilities. Your day to day The main responsibilities of the role include: Delivery of Fenero's payroll solutions service including technical support, quality assurance and client relationship management; Liaising with contractors and agencies regarding payroll queries; Processing expenses claims through the payroll; Giving consistently clear, simple and comprehensive expense advice. Answering client payroll and tax queries by telephone and email; Pension payroll administration; Issuing sales invoices on behalf of our Umbrella Company contractors; Liaising with contractors and agencies regarding queries over sales invoices; Resolving issues and queries relating to sales invoices in a fast, friendly and effective manner; Identifying contractor payments from agencies, and resolving issues or queries in relation to payments with agencies; Assisting with bank payment authorisations; Support the team in identifying process improvements. Work with the Umbrella team to assist in assessing and testing systems and process improvements. Maintaining up to date knowledge of payroll legislation and regulation as related to your role. Delivering an excellent customer service experience which is friendly, fast and responsive, and which meets our customer money-back service level guarantees at all times; Adhering to the procedures of our Quality Management and Client Feedback Systems; Ownership of client escalations. Other ad hoc work as required. Your experience, skills and attributes iPass qualified with 3+ years experience in payroll processing; Excellent verbal and written communication skills; Comfortable making decisions independently within your area of responsibility. Highly organised individual with ability to prioritise and work calmly in a demanding deadline driven environment; Great interpersonal skills with outgoing, friendly personality; Detail oriented and solutions focused; Collaborate effectively across teams and within your own team to achieve shared goals. Ability to actively participate in team meetings through providing feedback on systems and procedures to contribute to the continuous development and improvement of the business. Previous customer-facing experience in a fast-paced environment is an advantage. Demonstrate a consistent, customer focused approach. Personal Development Be curious to learn Take responsibility for own continuing professional development or continuing development Attend team meetings, training and business update meetings as required Discuss your own performance with your Manager and set, agree and evaluate objectives and key results. Skills: Payroll Expense processing Invoicing Customer Focus Benefits: Work From Home Pension Fund EAP Paid Holidays Group Life Assurance
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