Call Handler in Lewes

Call Handler (Oracle HR & Payroll Support)

Adecco are recruiting on behalf of a Local Authority for experienced Oracle HR & Payroll Support Call Handlers to join their Business Services team in Lewes.

Location: County Hall, Lewes
Contract: Temporary - Initial 2 months
Working Pattern: Hybrid, 37 hours per week
Pay: £13.49 per hour

The Role

We are seeking three experienced Call Handlers (Oracle HR & Payroll Support) to support employees during the launch of a new Oracle Payroll system. Acting as the first point of contact, you will provide professional and empathetic telephone support to employees raising payroll-related queries and concerns.

Working within the Business Services team, you will play a key role in ensuring enquiries are accurately recorded, appropriately triaged and escalated to the relevant support teams. This is a customer-focused role requiring excellent communication skills, resilience and the ability to handle sensitive conversations professionally while helping employees feel informed and supported.

Key Responsibilities

• Handle incoming calls from employees raising payroll queries or reporting issues relating to the new Oracle Payroll system.
• Provide a professional, empathetic and reassuring service when responding to sensitive pay-related concerns.
• Listen carefully to callers, clarify issues and manage challenging conversations calmly and confidently.
• Record call details, actions taken and outcomes accurately within the agreed call logging or ticketing system.
• Triage enquiries using approved guidance and **escalate** complex or urgent cases to payroll, HR or technical support teams.
• Provide clear information and approved guidance, explaining next steps and managing expectations appropriately.
• Follow agreed procedures, scripts and escalation routes to ensure a consistent service.
• Handle confidential employee and payroll information in line with organisational procedures.
• Work collaboratively with payroll, HR and technical colleagues to ensure enquiries are directed to the correct teams.
• Identify recurring issues and emerging trends, escalating concerns to supervisors where appropriate.
• Keep up to date with guidance and service updates to ensure accurate and consistent support is provided.
• Support the Oracle Helpdesk by triaging tickets, prioritising enquiries and routing requests to the appropriate teams when not handling calls.

About You

We are looking for candidates who can demonstrate:

• Proven experience within a call handling, customer service, contact centre or helpdesk environment.
• Experience managing conversations with upset, angry or distressed customers and de‑escalating challenging situations professionally.
• Excellent verbal communication and active listening skills.
• A calm, patient and empathetic approach, particularly when dealing with sensitive issues.
• Strong problem‑solving skills and the ability to recognise when issues require escalation.
• Excellent attention to detail and accurate record‑keeping skills.
• The ability to work effectively in a fast‑paced environment with potentially high call volumes.
• A professional approach to handling confidential and sensitive information.
• A customer‑focused mindset and commitment to delivering a positive service experience.
• Strong organisational skills and the ability to manage multiple enquiries effectively.
• A collaborative approach and willingness to work closely with colleagues across teams.

The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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