Job Description

Job Title: Case Management Advisor – Payroll – (phone number removed)

Location: Solihull

Role Purpose

The Case Management Advisor – Payroll is responsible for managing employee and manager queries from receipt through to resolution, ensuring a high-quality customer experience while maintaining compliance with company policies, data protection requirements, and agreed service level agreements (SLAs).

The role serves as a key point of contact for Payroll, HR, Employee Relations, and Shared Services, providing guidance, advice, and end-to-end case management while maintaining accurate records within the case management system.

Key Responsibilities

Case Management

* Manage a portfolio of employee and manager cases from initial receipt through to resolution.

* Accurately log, categorise, prioritise, and update all cases within the case management system.

* Investigate and resolve enquiries in accordance with established procedures and service levels.

* Escalate complex cases to specialist teams where appropriate.

* Monitor open cases and proactively follow up to ensure timely resolution.

Customer Service

* Deliver a professional, responsive, and customer-focused service.

* Provide clear guidance and advice on payroll policies, processes, and system-related queries.

* Build effective working relationships with employees, managers, and key stakeholders.

* Manage customer expectations and provide regular updates on case progress.

Quality, Compliance & Governance

* Ensure all case handling activities comply with company policies, data protection legislation, and relevant employment regulations.

* Maintain accurate, complete, and auditable case records.

* Identify potential risks and escalate issues where appropriate.

* Support governance and compliance requirements through accurate documentation and record keeping.

Skills & Experience

Essential

* Experience in case management, customer service, HR, payroll, or a shared services environment.

* Strong problem-solving and investigative skills.

* Excellent written and verbal communication skills.

* Ability to manage multiple priorities and work to deadlines.

* Experience using case management or ticketing systems.

* High level of accuracy and attention to detail.

* Working knowledge of data protection and confidentiality requirements.

Desirable

* Experience supporting HR, Payroll, Time & Attendance, or Employee Relations processes.

* Knowledge of HR or case management systems such as SAP, SuccessFactors, ServiceNow, C4S, or similar platforms.

* Experience working within a Shared Services or Contact Centre environment.

* Understanding of continuous improvement methodologies