Customer Service Advisor (HR, Payroll & Finance Services)

The Opportunity
We are recruiting for a Customer Service Advisor to join a shared services organisation delivering HR, Payroll and Finance support to a range of public sector clients.
This is an excellent opportunity to join a busy and collaborative team, providing high-quality advice and support to customers while helping to resolve a wide range of queries and service requests.
You’ll gain valuable experience within a large-scale shared services environment, working with established processes and systems that support essential public sector operations.
The Role
As a Customer Service Advisor, you will provide knowledgeable, timely and customer-fo cused support across HR, Payroll and Finance services.
You will be responsible for handling customer queries, complaints and escalations, including more complex and non-routine issues. The role requires strong communication skills, attention to detail and the ability to interpret policies and procedures to provide accurate advice and effective resolutions.
Key Responsibilities

• Deliver a high-quality customer experience by responding to queries, complaints and escalations within agreed service standards and SLAs.
• Provide accurate advice and guidance by interpreting policies, procedures and service documentation.
• Take ownership of customer queries from initial contact through to resolution.
• Resolve a range of routine and more complex issues, seeking specialist support where required.
• Apply judgement and available information to reach appropriate outcomes.
• Escalate complex or high-risk matters in line with agreed processes.
• Maintain accurate and up-to-date records, ensuring compliance with governance and data protection requirements.
• Identify recurring issues and trends to support continuous improvement.
• Build effective working relationships with colleagues, specialists and stakeholders.
• Contribute to knowledge sharing and service improvement initiatives.
• Adhere to all relevant policies, controls and regulatory requirements.

About You
To be successful in this role, you will have:

• Previous experience in a customer service, advisory or service delivery role within HR, Payroll or Finance.
• Experience handling complex, sensitive or non-routine queries.
• Strong written and verbal communication skills.
• The ability to interpret policies and guidance and apply them effectively.
• Good working knowledge of Microsoft Office applications and operational systems.
• Good literacy and numeracy skills, equivalent to GCSE English and Maths.

Desirable Experience

• Experience working within a shared services environment or contact centre.
• Experience using policies, procedures or technical guidance to support decision-making.
• Experience working to KPIs, service standards or SLAs.

What’s On Offer

• Hybrid working model with flexibility to balance office and home working.
• Full training provided for all new starters.
• Ongoing learning and development opportunities.
• Exposure to HR, Payroll and Finance operations within a large shared services environment.
• Supportive and collaborative team culture.

The organisation operates a hybrid working model and generally expects employees to spend around 20% of their working time within the office, although this may vary depending on business requirements.
For more information, please contact Branwen Johns on 07458 163 873 or email your CV.