Payroll & People Advisor

This position has an Anywhere Worker working style, but we will require you to attend the office in Chelmsford on average 1 day a week around business need.

The Role:

The payroll service sits within the People, Policy, Economy and Public Health function, to influence both the customer and employee experience in a key area of employee engagement. Providing a comprehensive service, investing in a new technology to better support our users and enable an empowered self-service and support function.

You will provide support and resolutions quickly and efficiently at the first point of call. Our ethos is to provide advice, support and guidance that is simple, clear, efficient, and effective, this includes communication, terminology, and our processes.

The role requires a strong system knowledge to undertake user acceptance training.

Key Responsibilities:

• Where possible supporting and guiding employees in using self-service.
• Responsible for resolving complex payroll queries to ensure timeframes are met within agreed Service Level Agreements (SLAs).
• Support the requirement for ensuring the integrity and security of personal, contractual and financial information, to meet legislation and Council policies.
• Work collaboratively within a team, to ensure work is processed and delivered to a high standard, ensuring quality of outputs.
• Responding effectively to customers’ enquiries in a timely and professional manner and meeting service standards, this can be via the customer portal, in writing, or verbally in a call or meeting.
• Supports the drive to improve the service and quality of outputs and system testing to ensure customer expectations are exceeded.
• Specific individual and shared targets and objectives are defined annually within the performance management framework.

Experience and Qualifications:

Essential:

• Educated to RQF Level 3, or equivalent by experience.
• Evidence of continuing professional development and knowledge in relevant professional area, working towards a CIPP qualification.
• Professional experience in communicating with customers written, verbal and virtual formats.
• Ability to interpret policies and procedures to deal with a variety of customers enquiries with the aim for a resolution.

Desirable:

• A demonstrable track record of providing exceptional customer service.
• Working collaboratively with colleagues to deliver good practice and advice on policy.
• Ability to communicate effectively, demonstrating empathy, listening, and questioning skills to a very high level, with a high standard of written communication.
• Experience of working in a customer-orientated environment, dealing with queries in a service delivery setting and continuously seeking to improve the services provided.

To read more about our business area, please visit: People, Policy, Economy and Public Health

Why Essex?

As one of the largest and most dynamic UK local authorities, Essex offers a stimulating public service environment. Covering over 1,420 square miles and serving 1.8 million residents, we’re committed to transformational change and delivering better quality at lower cost. Recognised in the top three of the latest IMPOWER index for productivity, we ensure everyone matters in Everyone's Essex . With flexible working options and a focus on innovation, whether you are looking to develop your career or contribute to the local community, Essex is the ideal place for you.

Essex County Council is proud to be a Disability Confident Leader. We’re committed to interview all disabled applicants who choose to apply under our Job Interview Scheme if they meet the minimum requirements of the job. Please speak to our Recruiters if you require any reasonable adjustments during the process.

We’re also committed to interview all veterans and care leavers, who meet the minimum requirements of the role for which they are applying.

At Essex County Council, we value integrity and ethical behaviour. We kindly ask that you embrace our code of conduct and the Nolan principles , including throughout the recruitment process. Your commitment to these standards helps us maintain a positive and respectful workplace for everyone.

As part of employment with Essex County Council (ECC) should your role require a DBS check you will be required to register with the DBS update service. The DBS update service ensures all registered DBS certificates are kept up to date and allows authorised parties to view the status of your certificate. This is an annual subscription, and you will be responsible for ensuring this is maintained. For further information on the DBS update service please go to https://www.gov.uk/dbs-update-service

Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all employees and volunteers to share this commitment.

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If you have queries on this role or require anything further, please email resourcing.team@essex.gov.uk

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