Job Description

Customer Service Advisor - HR, Payroll & Finance Services

Location: Swindon (Hybrid Working)

Contract: 6-12 Month Fixed Term Contract

Salary: £27,756 per annum

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-focused 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 (phone number removed) or email your CV