Position Title: Client Services ConsultantReporting Line: Managed Services ManagerPosition Purpose:To provide optimal delivery of high-quality payroll processing and support to internal and external clients of ADP as well as daily participation in Payline team and associated operational activities.Key Responsibilities:Processing of allocated client payrollsProvide inbound telephone support with key objective of 1st Call ResolutionEnsure all relevant issues and activities are entered into ADP’s Client Information System (CIS) accuratelyAll threatened business to be logged in CIS as per department guidelines & escalated as per requirements to Management and Team LeadersEnsure client payroll processing schedules are updated and communicated to client as per the Non-Negotiable StandardsOpportunities for extension business to be identified and acted upon or escalated to relevant departments as appropriateActively participate in department, team, and company activities and initiatives e.g. Occupational Health and Safety, Service Excellence, Australian Customer Service Association, ongoing learning/training activities, team meetings, and team building activitiesAssist with projects and tasks as needed, e.g. client profitability, client pricing, client ageing, etc.Daily issue management and closure of technical issuesAdherence to all statutory requirementsProvide technical support and implementation of the Payline product to our clients, including but not limited to General Ledger, Leave Reworks, On-Line Term Pay CalculationsAchievement of Payline & individual KPIs in line with department KPIs and goalsPromptly resolve client issues and/or escalate matter as requiredOther payroll-related tasks as requestedClient training as requiredWork flexible hours when required.Experience:Minimum 18 months Call Centre/Helpdesk experienceExperience with MS Office Suite (Word, Excel, Outlook etc.)Payroll/customer service experience highly regarded.Demonstrated effective communication to both clients and internal staff (written and verbal)Commitment to delivering World Class ServiceAbility to work under pressure of time constraints with ability to prioritise client issuesEffective oral and written communication skills requiredMust be able to work flexible hoursCollaboration as part of a teamDisplaying excellent phone standards and prompt issue resolution.
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